Customer Experience Platform Solutions Analyst - C12

Citigroup

Florence, KY 41042

Posted 1 month ago

Job Description

The Customer Experience PM Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.


**Responsibilities:**


+ Responsible for building new products and services, working with stakeholder feedback to continually optimize the platform


+ Develop relationships with the engineering organization to turn pain points into prioritized requirements and using usability studies, metrics and competitive analysis to understand the platform and business needs for the platform


+ Understand how a global matrixed organization operated and functions, and thrive in this type of environment


+ Innovate and seek out new solutions


+ Contribute to the platform product portfolio and roadmap


+ Responsible for working collaboratively with the engineering organization to make trade off decisions on the platform product features, to determine release goals, to monitor feature development by maintaining bug catalogs at the feature level, to review product demos against acceptance criteria and to monitor platform performance, adoption, and operational health for feature sets


+ Responsible for identifying and researching anomalous performance and operational risks


+ 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:**


+ 5-8 years of experience


+ Sharp; think on your feet, quickly come up with innovative solutions and always one step ahead


+ Consumer-centric; empathetic towards the customer with the ability to put yourself in their customer's shoes


+ Obsession for digital/customer experience products


+ A willingness and appetite to do what it takes to take the product from concept to launch


+ Distinct analytical background with the ability to find data, identify and run tests, distil the results quickly and turn it into actionable insights


+ Consistently demonstrates clear and concise written and verbal communication


+ Great team member and partner


**Education:**


+ Bachelor’s/University degree or equivalent experience


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


+ **Qualtrics Product Champion:** Drive adoption and expansion of platform by solving complex technical implementations, deploying or optimizing technology and supporting strategic program reviews


+ **Qualtrics SME** : Quickly become an expert on the Qualtrics Experience Management (XM) Platform and related solutions. Responsible for understanding the Voice of the Customer product with the ability to make backend updates to the platform to fulfill Citi self-service needs. The candidate will need a general understanding and comfort with Software as a Service, APIs, XML, SDKs, CSS, and web development.


+ **VoC Platform Solutions Lead:** Build/test/deploy email/digital surveys, configure a multitude of invitation and return files going to/from Citi to the platform, develop enterprise dashboards and reporting portals accessible across all Voice of Customer programs. Resolve issues as they relate to survey build / settings / reporting within the XM instance. Use Confluence and JIRA to track work.


+ **Digital Real-Time Feedback Support** : Support the ongoing Digital real-time feedback program based upon strategic roadmap. Candidate is expected to understand all intricacies of the Qualtrics real-time data collection product.


+ **Voice of the Customer Text Analytics Support** : Maintain a robust text analytics design and governance program for the platform and ensure the text analytics used across Citi is aligned across different CX platforms.


+ **User Support:** Train and teach clients on specific and new aspects of the Qualtrics Experience Management (XM) Platform and related solutions


+ **Platform Integrations** : Coordinate improvements of Citi’s use of Voice of the Customer data by connecting with other platforms such as Glassbox, Pointillist, Nexidia, internal data lakes, etc. Develop uses cases to better leverage the Voice of the Customer API.


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**Job Family Group:**


Product Management and Development


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**Job Family:**


Digital Product Management


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**Time Type:**


Full time


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Citi is an equal opportunity and affirmative action employer.


Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .


View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .


View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .


View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)


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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

Citi is an equal opportunity and affirmative action employer.


Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.



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