Customer Experience Analytics Analyst

Job Description

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About CITI

Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We have 200 years of experience helping our clients meet the world's toughest challenges and embrace its greatest opportunities.

Citi Analytics and Information Management (AIM)

Citi AIM was established in 2003, and is located across multiple cities in India – Gurugram, Bengaluru, Chennai, and Pune. It is a global community that objectively connects and analyzes information, to create actionable intelligence for our business leaders. It identifies fact-based opportunities for revenue growth in partnership with the businesses. The function balances customer needs, business strategy, and profit objectives using best in class and relevant analytic methodologies.

What do we do?

The North America Consumer Bank – Customer Experience (CX) Analytics is a specialized function dedicated to understanding, measuring, and improving the interactions and overall satisfaction of customers across all touchpoints with the bank. In today’s competitive financial services landscape, delivering a seamless and positive customer experience is critical for retention, loyalty, and growth. Citibank leverages CXA to ensure that every customer journey—from opening an account to resolving a dispute—is as smooth and satisfactory as possible. The team collects, analyzes, and interprets customer feedback and interaction data across channels (phone, online, branch, etc.) to identify pain points, trends, and opportunities for service improvement. The team uses these insights to enhance customer satisfaction, streamline processes, and inform business decisions to improve overall customer experience.

Role Description:

The Spec Analytics Intmd Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the sub function/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Responsibilities:

• Incumbents work with large and complex data sets (both internal and external data) to evaluate, recommend, and support the implementation of business strategies
• Identifies and compiles data sets using a variety of tools (e.g. SQL, Python, PySpark) to help predict, improve, and measure the success of key business to business outcomes
• Responsible for documenting data requirements, data collection / processing / cleaning, and exploratory data analysis; which may include utilizing statistical models / algorithms and data visualization techniques
• Incumbents in this role may often be referred to as Data Scientists
• 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.

Technical Skills:

• Hands-on Experience in Python, SQL & Machine Learning (ML) is a must.
• Experience with PySpark, Natural Language Processing (NLP), Large Language Models (LLM/Gen AI), and prompt engineering is preferred.
• Writing clean, efficient, and well-documented code according to design specifications and coding standards.
• Utilizing version control systems (e.g., Git) to manage code changes, collaborate with team members, and maintain code history.
• Configuring and maintaining automated build processes (e.g., using Jenkins) to compile code, run unit tests, and create deployable artifacts.
• Ability to execute the code testing in Dev & UAT environments
• Deploy code pipelines, follow release procedures, verify post-deployment, and troubleshoot production issues, if any.
• Understand dependencies, design/consume APIs, ensure data flow integrity, resolve integration issues, and maintain architectural awareness.
• Capability to validate/maintain deployed models in production
• Candidates with a background in Customer Experience (CX) analytics is preferred.
• Exposure to Credit card business is a strong plus for this position.
• Familiarity with the Software Development Life Cycle (SDLC) is preferred.
• Prior experience of Agile, Sprints deployment cycle is preferred.
• Experience working and collaborating with multiple stakeholders
• Experience in leading small teams and global teams
• Ability to guide and mentor the junior team members.

Qualifications:

• Bachelor’s Degree with at least 5 years of working experience OR Master’s Degree with 4 years of working experience.
• Have the ability to retrieve and manipulation data
• Possess analytic ability and problem-solving skills
• Working experience in a quantitative field
• Willing to learn and can-do attitude
• Excellent communication and interpersonal skills, be organized, detail oriented, flexible, and adaptive to matrix work environment
• Ability to build partnerships with cross-function leaders

Education:

• Bachelor's / master’s degree in economics / Statistics / Mathematics / Information Technology / Computer Applications / Engineering etc. from a premier institute

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