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.
This position within the CX Insights team will be responsible for using advanced analytics and modeling techniques to drive forward high-value use cases in two general categories: journey intervention and unstructured data analysis. Journey intervention refers to insights projects that seek to predict future customer behaviors and prescribe interventions that can redirect that customer experience to encourage positive outcomes or prevent negative ones. These projects can take the form of building models to recommend individualized experiences, or they may aim to provide a more generalized understanding of the drivers of certain outcomes so that the process can be systematically improved.
The unstructured data analysis practice will leverage free-text data sources to improve our understanding of the digital customer experience. These sources include open responses in NPS surveys, call transcriptions, social media data, customer complaints, and many others. The goal is to use text analytics to efficiently mine insights from these sources, uncover pain points, and develop new data assets for use in other analytics.
This role will require the individual to not only perform these type of analytics, but also work closely with business partners from a number of functional areas to deeply understand the problem that needs to be solved and drive the insights into action that makes measurable change happen.
Predictive and prescriptive analysis related to customer experience and journey intervention
Unstructured text analysis for the purpose of driving deeper understanding of our customers' interactions and relationship with Citi
Partner with various business and technology teams across Citi to identify high-value use cases, provide appropriate insights and analytics, and help drive the change to turn those insights into value
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 and Value Proposition explains what we do and Citi Leadership Standards 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.
High level of understanding and good working knowledge of data science fundamentals, predictive analytics, and text analytics
Expertise in Python, using machine learning and other relevant packages (Spark ML, MLLib, scikit-lean, NumPy, pandas, matplotlib, etc.)
Expertise in SQL/Hive SQL
Experience working in a Hadoop environment for data manipulation and analysis
Bachelor's degree in a quantitative field
Demonstrated ability to quickly and independently learn new analytical tools and programming languages
Experience in customer experience analysis, including web analytics, customer segmentation analysis
Project management skills
Exceptional communication, interpersonal, and influencing skills
Excellent collaboration skills and ability to influence cross-functionally without direct authority