About the position
Citibank, N.A. seeks a Product Management Senior Lead Analyst for its New York, NY location. The role involves driving efforts to dramatically improve customer experiences, closing the gap to competitors, and embedding customer excellence into U.S. Personal Banking for various Retail Banking teams including Deposits & Segments, Branch Network, Business Banking, and Operations. The analyst will interact at high levels and build trusted partnerships across lines of businesses, advocate for customer experience projects, and tie customer experiences together in a single view by engaging the right teams to eliminate pain points and design remarkable experiences in the end-to-end servicing model. Additionally, the analyst will build and coordinate projects for customer experience to ensure readiness for key business initiatives, including new product launches, new servicing strategies, pricing changes, and customer escalations. Establishing and maintaining strategic relationships with key partners while constantly pursuing performance and customer experience opportunities is also a key responsibility.
Responsibilities
- Drive efforts to improve customer experiences and close the gap to competitors.
- Embed customer excellence into U.S. Personal Banking for various Retail Banking teams.
- Interact at high levels and build trusted partnerships across lines of businesses.
- Advocate for customer experience projects.
- Engage teams to eliminate pain points and design remarkable experiences.
- Build and coordinate projects for customer experience readiness.
- Establish and maintain strategic relationships with key partners.
- Pursue performance and customer experience opportunities.
Requirements
- Bachelor’s degree, or foreign equivalent, in Business Administration, Finance, or a related field.
- Eight (8) years of experience in the job offered or in a related occupation leading operational analysis within the financial services industry.
- Experience leading operational analysis and transformation initiatives for consumer and business retail banking branches.
- Experience identifying and evaluating consumer and business retail banking customer segments and business performance.
- Experience optimizing and launching operational aspects of consumer and business retail banking products.
- Experience collaborating with cross-functional teams to build and implement retail banking solutions.
- Experience implementing strategic consumer and business retail banking playbooks.
- Knowledge of wealth advisory products and operational services.
Benefits
- Medical, dental & vision coverage
- 401(k)
- Life, accident, and disability insurance
- Wellness programs
- Paid time off packages including vacation, sick leave, and paid holidays
