The CX Manager is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Responsibilities:

• Lead key consumer insights projects including co-creation, concept development and validation, and usability testing.

• Drive the research model among the key journeys and products.

• Help drive the net promoter score and how our products, service and brand impact our progress through customer insights and research.

• Able to articulate a deep understanding and knowledge of various ways to collect customer insights. Fluently speak to how research impacts the business model.

• Develop a working theory on how good customer experience impacts our key performance indicators (e.g. net promoter score, brand preference, etc.) as well as the business objectives, revenue and cost saves.

• Provide advocacy and support on 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 to deliver customer insights; monitor project task execution and timeliness adherence.

• 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:

• 6-10 years of experience

Education:

• Bachelor’s/University degree, Master’s degree preferred

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

• Experiencia en Manejo de equipos

• Experiencia en Manejo de Datos

• Experiencia en Optimizaciones Costumer Journey

• Gestion de Proyectos

• Ingles Intermedio

Habilidades:

• Liderazgo

• Capacidad de Análisis

• Proactividad

• Habilidades de Negociación

Comunicación Efectiva

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) .

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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.