Citi Digital Customer Experience Sr. Analyst in Jacksonville, Florida

  • Primary Location: United States,Florida,Jacksonville

  • Other Location: United States,New York,Long Island City; United States,Texas,Irving

  • Education: Bachelor's Degree

  • Job Function: Marketing

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 25 % of the Time

  • Job ID: 18060573


The Digital Client Experience (DCX) Team is the foremost customer advocate within the Global Consumer Bank at Citi. We harness the full power of our people, data, and resources to maximize prospect & customer engagement in support of our strategic priorities. Our global team is responsible for driving all aspects of customer experience, targeting and engagement across the franchise. We take a disciplined, data-driven approach to enhancing the customer experience across the full lifecycle, with digital and mobile as priority channels for acquisition, servicing and engagement. We are focused on delivering sustained, long-term business benefit to the Global Consumer Bank by accelerating our progress towards being an industry-leading digital bank.

The Digital Customer Experience Sr Analyst will partner closely with Digital Container and Channel Owners, Digital Engagement, Operations, Decision Management, and Finance teams to determine a core set of key digital indicators and meaningful data coupled with the appropriate and actionable insights to guide decisions and institute a culture of optimization to delivering measurable business results while constantly focusing on improving the customer experience.

Responsibilities include:

Partner with Digital Product & Domain Owners and others to drive the DCX strategy and deliver the best-in-class digital experience for our customers

  • Provide actionable insights and analysis for DCX’s strategic objectives in our mobile apps, website, and other digital platforms

  • Develop digital strategies to deliver on key customer metrics (Revenue generation or expense reduction) leveraging customer cross channel behavior and the influence that digital has to identify and solve top pain points

  • Work closely, and develop effective relationships, with the Digital Product Owners to ensure alignment between product strategic roadmap and analytical insights

  • Provide day-to-day ad hoc reporting and data support, as needed, in an efficient manner

  • Collaborate with consultants to deliver customer research and analysis

Tell the story of the digital channel products and platforms performance and insights to create awareness and understanding across our organization

  • Deliver effective and visual presentations to a wide audience, including the senior leadership team

  • Deliver omni-channel insights across multiple KPIs and dimensions to tell the holistic story of the customer’s experience and how the container platforms are delivering against core business metrics (e.g. NPS, Digital and Mobile Usage, Expense reduction, Call Deflection).

  • Communicate the digital capabilities influence on channel migration, driving greater cross-channel effectiveness and efficiency, and enabling active migration of customers to digital

  • Deliver financial analysis related to cost saves and revenue generated to improving customer experiences

Deliver accurate and quality work using advanced analytics practices and tools

  • Manage multiple, complex priority analytical projects at any time, while still delivering accurate and quality work

  • Work autonomously to gather necessary data, resources, and context to deliver insights valuable to our organization

  • Partner with other analytics teams to ensure alignment on analytics discipline and best-practice sharing

  • Effectively delegate and prioritize work to use all resources available to deliver

  • Find creative solutions when data quality and limitation issues present

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi’s Mission at and Value Propositionexplains what we do and Citi Leadership Standards at explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all.


  • Bachelor’s degree in Economics, Mathematics, Engineering, Computer or Data Sciences, or some other quantitative discipline required.

  • Advanced degree in Finance, Business, Economics, Mathematics, Statistics, Econometrics, or other quantitative discipline is preferred.

  • 5-10 years in Analytics (Digital preferred).

  • R/Python required.

  • SQL/SAS required.

  • Adobe Analytics required.

  • HiveQL/Hadoop preferred.

  • Tableau experience required.

  • Advanced Excel and PowerPoint skills required.

  • Text analytics experience required.

  • Excellent verbal communication and presentation skills.

  • Strong collaboration, delegation, and leadership skills.

  • Experience in delivering omni-channel analytics.

  • Experience in quantifying financial value of improving customer experience (cost saves, revenue).

  • Experience in working with Big Data and complex datasets.

  • Demonstrated ability to influence and negotiate.

  • Experience presenting to executive leaders.

  • Skilled at delivering and leading in ambiguous, fast-paced, matrixed environment.

  • Curious thinker willing to find creative solutions.

Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.