The Customer Experience Analyst is a trainee professional role. Requires a good knowledge of the range of processes, procedures and systems to be used in carrying out assigned tasks and a basic understanding of the underlying concepts and principles upon which the job is based. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Makes evaluative judgements based on the analysis of factual information. They are expected to resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents. Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own job.
Drive and promote customer centric culture via employee engagement activities and communications.
Drive and implement staff recognition programs to promote customer centric culture.
Produce communication contents to promote culture, customer centric behaviour and up-to-date digital development.
Drive huddle activities across various departments to instill company values.
Assist in call monitoring and reporting to support Net Promoter Score (NPS) bottom up fieldwork
Track NPS bottom up performance movement, analyse and identify actionable insights and provide timely regular updates for performance improvement.
Assist in quality assurance and results monitoring in support of Net Promoter Score top down fieldwork operations include fieldwork witnessing, quality assurance, result monitoring and related tasks.
Provide support on cultural or regional driven initiatives when required.
Review post sales communication to ensure relevance of the communication materials including adherence to citi branding guidelines including logo, format and language
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
0-2 years of experience in a customer service and analytics role providing support to senior level leadership
Bachelor’s/University degree or equivalent experience