Citi Vice President, Customer Experience Analytics Analyst in Long Island City, New York

  • Primary Location: United States,New York,Long Island City

  • Other Location: United States,South Carolina,Fort Mill

  • Education: Bachelor's Degree

  • Job Function: Program/Project Management

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 16065260


The USCM Customer Experience organization is responsible for providing insights and analytics to drive customer experience improvements and transform the most important customer journeys across channels.

The USCM Customer Experience organization is seeking a talented individual with strengths in analytics, communication, and team work. The Business Analyst, Cx Analytics will be responsible for delivering customer experience analytics for US Retail and Mortgage. Core responsibilities include executing analysis that informs and shapes customer experience strategy for the Retail and Mortgage lines of business. The Business Analyst will leverage best-in-class tools and techniques to support customer journey analytics, develop KPIs for key customer experience journeys, execute defined use cases, extract insights from their analyses, and develop actionable recommendations.

Key Responsibilities:

  • Execute against a set of well defined, analytical use cases to support the customer experience roadmap.

  • Utilize best in class tools and techniques to bring data and information together to know the customer better than anyone; this includes the use of a Customer Experience Analytics tool, ClickFox, which aggregates customer touch points to create an omni-channel view of our customers’ journeys.

  • Drive the design, production, and direction of key customer experience reports and cross-channel KPIs.

  • Partner with business peers to develop moderately complex strategies that may have substantial customer impact.

  • Synthesize available information (both qualitative and quantitative) and provide recommendations to management regarding potential customer experience improvements.

  • Package recommendations into presentations for highest levels of leadership in the organization.


  • Bachelor's Degree required; preference for degree in business, economics or mathematics.

  • Strong analytical skills with experience leveraging large datasets and applying advanced analytics techniques.

  • Ability to derive hypotheses and extract key insights from data with understanding of businesses implications.

  • Ability to work independently on a well-defined problem and structure analytical approach to solve a problem.

  • Detail-oriented with excellent communication and presentations skills.

  • Highly organized and highly motivated to manage time effectively, deliver results, and meet timelines.

  • Relentless intellectual curiosity and passion for our customers and their experiences.

  • Highly engaging with team members and exhibits a positive attitude regardless of the situation.

  • Excellent Microsoft Power Point and Excel skills a must.

  • Financial services experience preferred.

  • ClickFox experience a plus.

  • 3-5 years external or 2-5 years internal Citi or other relevant work experience.