|Category||Operations - Core||Job type||Full Time|
Complaints Analytics Lead (NAM)
The NAM Complaints Analytics Lead within the Global Operations Analytics & Reporting Organization requires analytic competence, adaptability, collaboration and relationship building, and a motivation to improve Citi's customer interactions through the interpretation of Complaints data and other sources.
Our team maintains relationships and works across multiple Lines of Business across the GCB - including Retail Bank, Retail Services, and Branded Cards. Specifically, our responsibilities include working with a network of SMEs to provide both regular reporting and ad hoc analyses around the volume, mix, and drivers of complaints. In addition, we partner with multiple Businesses to identify customer and regulatory concerns, discern underlying root causes and pain points, size impacts, and to prioritize solutions.
This Complaints Analytics Lead offers exposure to multiple Businesses and Centers of Excellence across Citi. The Lead would apply in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes, work-flow and productivity for Complaints Analytics. Role requires creativity, thought leadership and strong analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. You would evaluate complex and variable issues - many with substantial potential impact, where recommendations involves weighing various alternatives and using multiple sources of information. The desire and ability to influence management decisions through advice, counsel and/or facilitating services to internal/external partners and collaborate effectively with others are required.
Job Family Group:
Operations - Core
Business Planning & Analysis
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|Employer||Complaints Analytics Lead (NAM)|