The Digital Exp Intmd Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the sub function/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.
Plays a role in developing and managing the digital experience for new and existing customers across businesses
Works across multiple lines of business to deliver value added enhancement to the customer engagement platforms
Enhance customer experience across online and offline assets through testing, personalization and automation of customer journeys
Performs project management on small to medium scale projects from inception through to delivery
Supports the digital experience teams in the development of digital tools and all web assets providing guidance on best practice and upcoming market trends/opportunities
Brings innovations in tools to improve responses and design
Manages key projects/digital initiatives and deliver positive outcomes in line with business deadlines
Meet Key Performance Indicators; meet Customer Satisfaction and Net Promotor Score goals
Supports website, innovating to deliver a remarkable customer experience, drive conversion and better engagement with the brand
Track and manage production issues and work with relevant technology and local teams to expedite solutions
Participate in monthly releases and perform business sanity testing
Provide Subject Matter Expertise and direction for insights gained from experience on digital experience project delivery
Attend digital industry events and courses to remain up to date with industry trends and innovation; share relevant learnings and opportunities with the digital community
Develop and deliver world class digital program and functionality
Prepare consistent and uniform reporting outputs that provide direction for optimization
Provide accurate and valuable MIS for key stakeholders to ensure a Digital first approach to all activities
Work as problem solver for key initiatives across multiple business areas to deliver digital projects
Leverage local, regional and global relationships to ensure delivery of key projects and initiatives
Maintain relationships with key stakeholders across the business
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.
2-5 years relevant experience
Excellent numerical/analytical capability
Consistently demonstrates clear and concise written and verbal communication
High level of proficiency in Microsoft Office applications
Ability to think strategically and then execute upon that design
Proven ability to plan and coordinate.
Bachelor’s/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - IN
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