Customer Experience Analytics Senior Lead -

Customer Experience Analytics Senior Lead

The Customer Experience (CX) Analytics Lead plays a central role in transforming customer feedback and data into clear, actionable insights that drive meaningful business improvement. Supporting Citi's Retail Bank and Citigold team as part of an interdisciplinary CX team, this role is responsible for ensuring the Voice of the Customer is accurately captured, rigorously analyzed, and communicated through compelling narratives that are both easy to understand and straightforward to act on. The ideal candidate brings 1015 years of deep expertise in customer data analysis, a strong analytical foundation, and the ability to translate complex findings into data-driven recommendations while tracking and measuring their impact over time. Equally important is the confidence and clarity to present insights and influence decisions at the executive level.

Responsibilities:

• Bring subject matter expertise in analyzing and synthesizing Voice of the Customer data, translating findings into actionable insights that clearly identify where to focus improvement efforts across retail banking and wealth customer experiences.
• Analyze data across channels, products, and customer segments identifying both universal themes and situation-specific insights, and uncovering the underlying drivers that enable targeted, informed decision-making.
• Build, maintain, and enhance data dashboards, executive scorecards, and annual goal frameworks, with a strong ability to track performance and measure the impact of improvement initiatives.
• Work extensively with third-party and syndicated data sources such as JD Power and Bain Prism including the ability to extract competitive insights from standard reporting and mine data platforms for deeper, ad-hoc analysis.
• Proactively identify opportunities to strengthen CX performance tools, processes, surveys, and reporting, with a focus on better connecting data-driven insights to meaningful organizational action.
• Periodically review and refresh survey content and reporting to sunset outdated sources and introduce new feedback mechanisms aligned with the organization's evolving strategic priorities.
• Collaborate with CX team counterparts including Complaints, Research, Competitive Intelligence, and Experience Design to shape strategic recommendations that address key areas of focus.
• Engage effectively with colleagues, stakeholders, and executive leaders across the Retail Bank and Wealth division to understand broader business priorities and respond to ongoing, ad-hoc requests.

Professional Skills & Competencies:

• Champion of the Customer Deeply passionate about customer experience, with an instinct for keeping the voice of the customer at the center of every decision and conversation.
• Committed to Data Integrity Holds a high bar for accuracy, consistency, and rigor; stands fully behind the numbers and the stories they tell.
• Action-Oriented & Results-Driven Translates analysis into specific, meaningful recommendations and stays focused on driving measurable outcomes.
• Continuous Improvement Mindset Continuously seeks ways to optimize tools, processes, and approaches, with a sharp focus on the moments that matter most to customers and the business.
• Compelling Storyteller Transforms complex data into clear narratives, and clear narratives into strategies that move people and organizations to act.
• Adaptable & Versatile Pivots naturally across channels, segments, and products; adjusts fluidly as business needs shift and priorities evolve.
• Technically Sharp Power user of PowerPoint, Excel, Qualtrics, and other industry tools, with the skill to make sophisticated analysis look effortless.
• AI-Forward Brings a solid working knowledge of AI and actively applies it to drive efficiency, elevate the quality of work, and stay ahead of the curve.
• Broad CX Perspective Grounded in CX analytics; backgrounds from other industries are warmly welcomed, with financial services experience considered a plus.
• Positive, Professional & Collaborative Brings energy and professionalism to every interaction; comfortable both contributing to and leading a small team of analysts.

Qualifications:

• 1015 years of experience in customer data analysis or a closely related field.
• Demonstrated expertise in Voice of the Customer (VoC) methodologies and CX analytics.
• Proven experience with third-party and syndicated data platforms (e.g., JD Power, Bain Prism).
• Track record of presenting insights and influencing decisions at the executive level.
• Experience working in or alongside cross-functional teams spanning research, design, and strategy.
• Financial services experience is a plus; strong candidates from other industries are encouraged to apply.

Education:

• Bachelor's degree required, preferably in a quantitative or analytical discipline such as Statistics, Mathematics, Economics, Business, Marketing, or a related field.
• Advanced degree (MBA or Master's in a relevant field) is preferred.
• Equivalent professional experience and demonstrated expertise may be considered in lieu of advanced academic credentials.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.