USPB Customer Experience - Strategy Senior Analyst - C12

The Strategy Senior Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates 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. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits 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. Work and performance of all teams in the area are directly affected by the performance of the individual.

Team Description

The Client Experience (CX) organization enables Citi’s US Personal Bank (USPB) to live its Purpose Statement to Make Every Clients’ Progress Our Passion. The CX Business Execution & Culture team drives the development and implementation of the organizations’ strategy and its key priorities, enabling various cross-functional teams to effectively develop, prioritize, and deliver their strategic objectives. The team also leads communications and programing to instill a client-focused culture across USPB.

Job Description

The CX Business Execution & Culture is seeking a Business Execution and Culture Strategy Lead Analyst to support and drive business execution, executive reporting, and employee engagement initiatives. This is a unique opportunity that provides exposure to strategic client experience workstreams and initiatives across USPB’s various business lines.

Key Responsibilities

Business Execution

• Support Business Execution VPs and the CX Leadership Team in crafting compelling and effective executive-level presentations and status reports for the Head of USPB and other executives.
• Proactively lead tracking and reporting against key priorities and KPI targets.
• Provide support on a variety of ad-hoc initiatives as needed, such as human capacity planning and expense management.

CX Culture Programming

• Support strategy, planning, and execution of CX culture programming including Client Obsession Week, CX Town Halls, and CX Fireside Chats.
• Prepare slide decks, scripts, and event logistics.
• Plan, draft and distribute CX communications and event invitations.
• Help manage the CX Voice of the Employee (VOE) working group activities and reporting.

Other

• Project management support for special projects and strategic initiatives.
• Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets.

Additional Responsibilities:

• Act as a trusted advisor to senior leadership and address high impact strategic issues within portfolio of businesses and assets. Work in close partnership with business heads and senior leadership to identify opportunities and issues of strategic importance, develop transformational strategies to achieve the business mandate, drive change by partnering with business leadership with clear accountability, and provide clarity in complex problems and facilitate decision-making.
• Lead projects across their lifecycle: identifying and structuring the problem, analyzing root causes, developing solutions, communicating project results, and getting buy-in for change.
• Identify opportunities for growth or optimization of businesses, including operational management, capital allocation, profitability enhancement, etc.
• Perform deep dives on specific businesses to re-asses strategies and opportunities
• Work with businesses in the execution of improvement strategies, coordinating and taking active part in the implementation process.
• Manage all aspects of client service, including planning, prioritizing and organizing projects.
• Develop relationships with executives in business units, support functions and senior leadership.
• Carry out business valuations to assess potential acquisition targets to support Mergers and Acquisitions (