Complaints Analytics Lead (NAM), Irving, Texas

Complaints Analytics Lead (NAM)

Grade: C12

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.

Responsibilities:

• Queries and processes structured/unstructured data from relational database to drive quantitative business insights.
• Provides in-depth and sophisticated analysis with interpretive thinking to define problems and develop innovative solutions. Influences strategic functional decisions through advice, counsel or provided services that have direct impact on the business. Persuades and influences others through developed communication and diplomacy skills with colleagues in other areas and occasional external customers
• Uses broad discretion in developing solutions for broad based business reporting issues.
• Possesses a comprehensive understanding of how own area and others collectively integrate to contribute towards achieving business objectives.

Qualifications:

• Desire to transform data into useful intelligence that prompts action.
• Passion for continuously improving processes.
• Demonstrated ability to derive concise business insights from complex data
• Advanced proficiency with MS Excel and PowerPoint required
• 2+ years analytics experience, preferably in financial services
• Strong communication and interpersonal skills are vital.
• Knowledge of Complaints space is strongly preferred
• Experience in Customer Facing roles and/or in-depth knowledge within the Bank or Cards space preferred
• 2+ years Statistical programming experience with SAS/SQL/Python/R preferred; experience with Big Data and Hadoop/Hive/PySpark are preferred

Education:

• Bachelor's/University degree or equivalent experience required.

Job Family Group:
Operations - Core

Job Family:
Business Planning & Analysis

Time Type:
Full time

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