AVP Customer Experience Senior Analyst Citibank UAE

Citibank is presently hiring suitably qualified and experienced candidate for the job role of AVP Customer Experience Senior Analyst. The job holder requires a strong analytical background. Should be able to apply in-depth banking process knowledge for the improvement of processes. Evaluate 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. Excellent presentation, communication and multi tasking skills are required. Involved in coaching and training of cross functional teams on process changes. 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.

Responsibilities of AVP Customer Experience Senior Analyst

• Update procedures and set standards for how the complaints function is run and ensure all teams are trained annually
• Ensure appropriate monitoring and quality measures are in place and review findings for service improvements
• Review performance of the Complaints Management unit and ensure we deliver and improve across Citi standards and Regulatory requirements
• Analyze and review data and data quality monthly to surface emergent trends, themes and areas of focus
• Prepare analysis and deep dives for monthly and quarterly management presentations and discuss top themes and actions
• Cross tab complaints data with other data available through surveys and thematic reviews to understand the pulse of clients and identify areas of improvement
• Collaborate with respective themes to understand root cause of client pain points, find solutions, execute and track till closure to reduce overall complaints volume
• Train front end on process changes.
• The role carries performance KPIs that need to be met from a delivery and controls standpoint.
• Role also entails building reports for various internal and external submissions, liaising with auditors and monitoring teams, and managing requirements.
• Find opportunities to automate and improve service delivery for our clients and improve service standards.
• Contribute to building a culture of client obsession within the organization.
• Drive compliance with applicable laws, rules, and regulations; adhere to policy; apply sound ethical judgment regarding conduct and business practices; and escalate, manage, and report control issues with transparency.

Requirements of AVP Customer Experience Senior Analyst

• Bachelors/Masters degree Business or related field.
• 10 years of experience in in data analytics or related business role. Can work with SAS, advanced excel skills, excellent in analyzing and developing management presentations

Skills and Knowledge Desired

• Understands banking processes across Wealth and Cards to lead process improvements.
• Possesses good communication skills to effectively collaborate with stakeholders and build comprehensive presentations.
• Can multitask effectively.

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