The Customer Experience PM Lead Analyst is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Responsibilities:

• Deliver against ambitious business objectives
• Provide platform, product, and customer experience leadership in a fast-paced environment
• Engage with an experienced cross-disciplinary staff to conceive, design and develop innovative financial platform products
• Responsible for the overall vision, technical capabilities and roadmap of the Customer Experience product platform
• Engage with businesses and shape business and product requirements in to platform requirements
• Own the overall platform business plans and roadmaps
• Drive product development for new initiatives
• Make appropriate tradeoffs to optimize time-to-market
• Maintain the product roadmap, and clearly communicate goals, roles, responsibilities and desired outcomes throughout the company
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 6-10 years of experience
• Bachelor's Degree in Computer Science/Business Management/Engineering
• Advanced degree
• Experience leading digital initiatives
• Extensive experience working with engineers and developers to understand what is technically possible, how to translate customer requirements into solutions
• Strategic, results-driven leader who is passionate about designing best-in-class digital experiences and staying at the forefront of cutting edge technology in the servicing space
• Ability to communicate effectively with technical teams

Education:

• Bachelor's/University degree, Master's degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

• Product Manager for Citi's Customer Listening Platform/Capabilities
  • Sets strategic roadmap of the platform based on leadership reviews, user feedback, etc.
  • Provide requirements to technology to execute against strategic roadmap
  • Identify integration opportunities between current vendor based platforms to pass data, decisioning across systems and determine gaps to solve with internal development
  • Managing the continual improvement release program which requires coordination of requirements and subject management expertise for those requirements through development and testing.
  • Stage awareness efforts to increase user knowledge and improve usage of the platform
  • Continually look for better visualizations of data for the purposes of monitoring, investigating and documenting customer pain points, and implement those findings
  • Work to expand scope of monitoring to more customer touchpoints
• Omni Channel Journey CX Owner
  • Build out use of journey analytics applications within the Client Experience Continuous Improvement organization
  • Develop a governance model to ensure journeys are up to date with the latest customer events
  • Work with the Pointillist Product Team to ensure needed data sources are included to measure the full Customer Experience
  • Coordinate training of Omni Channel CX Applications
• Manage coordination of CX tools with other monitoring groups. Move monitoring teams to a single tool
• Facilitate proof of concepts (POC) as required to support the evolving CX Program. POC efforts usually require an onboarding of software as a service with a designated team to utilize the application. Assess the validity of POC for expanded use
• Act as the central point of contact for Continuity of Business planning and testing for the US Client Experience Organization
• Perform ad-hoc research and provide analysis on information to be used in future projects.
• Work with outside vendors as needed, including creating and managing relationships with new vendors.
• Interpret customer data (both quantitative and qualitative) as well as internal data to help inform customer experience strategy
• Create and deliver presentation content to broad audiences
• Support customer-centricity initiatives across the organization

Job Family Group:
Product Management and Development

Job Family:
Digital Product Management

Time Type:
Full time

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