About the Company

Working at Citi offers a career, not just a job. It provides opportunities to grow professionally, contribute to the community, and make a meaningful impact. Citi employs over 230,000 individuals globally.

Job Description

The Operations Analytics team leverages comprehensive data analysis techniques to optimize operational efficiency, reduce expenditures, and elevate the overall customer experience within both front and back-office functions. The team’s primary areas of focus include improving contact center performance metrics, implementing process automation strategies, efficiently resolving customer issues, and providing support for Know Your Customer (KYC) compliance operations. Specific projects undertaken by the team encompass enhancing First Contact Resolution rates, refining complaint and sentiment analysis methodologies, streamlining card issuance processes, optimizing the handling of return mail, and improving capacity planning and staffing allocation. The team strategically employs tools such as Natural Language Processing (NLP) and Artificial Intelligence (AI) to mitigate customer complaints, identify opportunities for targeted agent coaching, and ultimately foster a data-driven environment for informed decision-making regarding operational enhancements.

The Business Analytics Analyst role is designed for a developing professional. The individual in this position will apply specialized knowledge to monitor, assess, analyze, and evaluate existing processes and data sets. Responsibilities include identifying gaps in current policies and contributing to the formulation of new policies to address these gaps. The analyst will interpret data, formulate recommendations based on the findings, conduct thorough research, and interpret factual information to support their assessments. Furthermore, the role requires the ability to identify inconsistencies within data or results, clearly define underlying business issues, and develop well-supported recommendations regarding policies, procedures, or practices. The successful candidate will integrate established disciplinary knowledge within their area of specialization with a foundational understanding of relevant industry practices. A comprehensive understanding of team dynamics and how the team collaborates with other departments to achieve common objectives is crucial. The analyst will also develop a working knowledge of industry practices and standards. The impact of this role is direct but limited, primarily affecting the business through the quality of tasks and services provided, with the job holder’s impact largely confined to their immediate team.

Responsibilities

• Gathering operational data from a diverse range of cross-functional stakeholders to thoroughly examine past business performance.
• Identifying significant data patterns and trends, and providing actionable insights to enhance business decision-making capabilities in areas such as business planning, process improvement initiatives, and solution assessment processes.
• Recommending strategic actions for future developments, identifying strategic business opportunities, and proposing enhancements to existing operational policies.
• Participating in exploratory data analysis, confirmatory data analysis, and qualitative analysis as required.
• Translating complex data into understandable consumer or customer behavioral insights to drive effective targeting and segmentation strategies. The analyst will communicate findings clearly and effectively to business partners and senior leadership.
• Continuously improving existing processes and strategies by exploring and evaluating new data sources, tools, and capabilities to enhance analytical capabilities.
• Collaborating closely with both internal and external business partners to build, implement, track, and improve decision strategies, ensuring alignment with overall business objectives.
• Appropriately assessing risk factors when making business decisions, demonstrating a strong commitment to safeguarding Citigroup’s reputation and protecting its clients and assets. This includes driving compliance with all applicable laws, rules, and regulations, adhering strictly to company policies, applying sound ethical judgment in all personal behavior, conduct, and business practices, and escalating, managing, and reporting any control issues with complete transparency.

Qualifications

• Data Analysis & Process Improvement: Extensive expertise in statistical analysis, data mining techniques, process mapping methodologies, and process re-engineering principles (Lean, Six Sigma). Proficiency in utilizing data visualization tools such as Tableau and QlikView to effectively identify trends and present findings in a clear and concise manner.
• Automation & Programming: Proven experience with automation tools such as SAS and PySpark, as well as programming languages like Python and SQL, to develop and implement automated solutions for streamlining operational processes and improving efficiency.
• Business Acumen & Communication: A strong understanding of business operations and key financial metrics is essential. The candidate must possess the ability to translate complex data insights into actionable recommendations and communicate effectively with stakeholders at all levels of the organization.
• Customer Focus & Problem-Solving: Demonstrated ability to thoroughly analyze customer feedback (including complaints and sentiment analysis), identify key pain points, and develop innovative solutions to significantly improve the overall customer experience. Possess strong analytical and problem-solving skills to effectively address operational challenges.
• Domain Expertise (Finance/Banking): A solid understanding of financial services operations, relevant regulatory requirements (e.g., KYC, AML), and industry best practices is highly beneficial for this role.
• Education:

  Bachelor’s/University degree or equivalent experience.

• Years of Experience:

  0-2 years (with Master’s degree).
  2-4 years of experience (with a 4-year Bachelor’s degree).

Skills

ATS Keywords

Frequently Asked Questions

Other Information

Job Family Group: Decision Management
Job Family: Business Analysis
Time Type: Full time
Most Relevant Skills

As detailed in the requirements listed above.
Other Relevant Skills

See the listed requirements and/or contact the recruiter for complementary skills.

Citi is committed to equal opportunity employment. Qualified applicants will be considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristic.

Individuals with disabilities needing accommodations for the application process can review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster for additional information.

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