The Market Research Sr 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. Excellent 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. **Responsibilities:** + Support consumer insights projects including co-creation, concept development and validation, and usability testing. + Employ the business research model among the key journeys and products. + Evolve the different research methodologies and ways to gather consumer feedback for both product and customer experience engagements. + Help drive net promoter score and how our products, service and brand impact our progress through customer insights and research. + Develop a working theory on how good customer experience impacts our key KPIs (e.g. net promoter score, brand preference, etc.) as well as the business objectives, revenue and cost saves. + Manage projects which impact the business to deliver/exceed the business plan. + Offer user experience feedback at all phases of the project life cycle from project conception to implementation. + Ensure business principles and standards are met for all project engagements. + Partner with cross-functional teams deliver customer insights; monitor project task execution and timeliness adherence. + Build relationships across key stakeholders and 3rd party research vendors + 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. **Qualifications:** + 5-8 years of relevant experience **Education:** + Bachelors/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. El objetivo del puesto es impulsar, liderar y ejecutar iniciativas que mejoren la experiencia del cliente. A través del entendimiento de _Customer Journeys_ y el análisis exhaustivo de métricas operativas y de negocio, se requiere influenciar a las diferentes áreas de la organización, priorizando la voz del cliente en la asignación de recursos. La persona que ocupe este rol deberá entender las necesidades de los clientes y las tendencias del mercado para contribuir en el diseño de la experiencia e identificar mejoras en los procesos actuales. **Principales responsabilidades del puesto:** + Mapeo de _Customer Journeys y_ procesos para profundizar en las necesidades de los clientes, así como los principales puntos de dolor, tanto de clientes externos, como de clientes internos. + Análisis de causas raíz sobre los principales puntos de dolor. + Interpretación de información cuantitativa (datos operativos, negocio, …) y cualitativa (voz del cliente, encuestas, …) + Definición, priorización y ejecución de iniciativas de mejora para aumentar el nivel de satisfacción de los clientes. + Seguimiento y análisis de KPIs de CX y operativos. + Gestión de equipos multi-disciplinarios. + Relacionamiento con diferentes áreas del Banco, priorizando la entrega de resultados a través de la selección, entrenamiento, desarrollo, motivación y empoderamiento. + Asesoramiento desde la perspectiva del cliente en los diferentes proyectos que se desarrollen por producto, segmento o canal de la organización. + Apoyo en la implementación de la estrategia de cultura de experiencia del cliente. **Requisitos del puesto:** Experiencia en: + Manejo y análisis de bases de datos + Rediseño de procesos (Reingeniería) + Mapeo de _Customer Journeys_ e identificación de _Pain Points_ + Liderazgo de iniciativas y gestión de equipos + Amplio conocimiento de los canales, productos y servicios del banco. + Inglés intermedio (conversacional y escrito) + Manejo de paquetería Office y elaboración de presentaciones para alta dirección. **Comportamientos:** + Enfocado en entender las necesidades de los clientes internos y externos + Alto grado de análisis y síntesis + Pensamiento abstracto + Liderazgo, Ownership e influencia sobre los demás + Orientado a resultados, estructura y seguimiento puntual + Capacidad de aprendizaje y versatilidad + Trabajo en equipo, trabajo bajo presión y manejo de estrés + Capacidad de negociación + Gestión a diferentes niveles jerárquicos + Fuertes habilidades de comunicación ------------------------------------------------------ **Job Family Group:** Marketing ------------------------------------------------------ **Job Family:** Market Research ------------------------------------------------------ **Time Type:** Full time ------------------------------------------------------ Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** . View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) . View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) . View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf) Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.