Citi Customer Experience Lead Analyst in Jakarta, Indonesia

  • Primary Location: Indonesia,Jawa,Jakarta

  • Education: Bachelor's Degree

  • Job Function: Marketing

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 18061181

Description

  • Lead the insights team and ensure that team members are focused on delivering customer led insights to business which can be translated into actionable plans

  • Build and maintain relationships with key stakeholders across the business

  • Govern and manage the NPS Bottom Up closed loop and Top Down survey process and collate data with other VOC sources to ensure customers’ actionable feedbacks are channeled to actions owners for corrective actions to be taken

  • Work with external vendors as required, defining scope, questionnaires, segments, etc.

  • Oversee the survey vendor management to ensure meeting of deliverables and compliance requirement

  • Work with the business units to work on action items derived from customer insights to deliver improvement in customer journey and champion opportunities to consistently Citi’s customer experience

  • Constructively and continually challenges organizational norms, looks for creative solutions to deliver tangible improvements

  • Challenges all processes that impact our customers from receiving the best possible experience, and in turn defines/implement standards/procedures for ensuring optimal customer experience

  • Drive employee engagement programs, staff recognition program to promote customer centric culture

  • Regulate and review post sales communication to ensure relevance of the communication materials including adherence to Citi branding guidelines including logo, format and language

  • Facilitate Customer Experience focus groups with customers, volunteers and staff

  • Lead and participate in department’s compliance controls and tests to ensure all processes are adhered to

Qualifications

  • Minimum of 10 years of related experience in banking industry

  • Proven experience in delivering projects to ensure successful implementations and timeliness

  • Experience in analyzing VOC and customer metrics will be an advantage

  • Works or has worked in a customer management role with proven success

  • Able to have difficult conversations, clearly explains initiatives in sufficient detail to gain understanding, and the support of internal and external customers and partners

  • Demonstrates high personal standards, able to identify positive behaviors in others

  • Demonstrates consistent excellence in standards, behaviors, knowledge and skills

  • Develops knowledge and skills of others to deliver objectives

  • Innovative and creative, challenges accepted beliefs

  • Motivated to participate in development opportunities that increase capability and performance

  • Self - aware, positive interpersonal skills yet determined. Bounces back after setbacks

  • Ability to troubleshoot and perform with minimal supervision in a highly dynamic environment

  • PC software skills required – Microsoft applications ie. Word, Excel, Power Point and Access

  • University degree is preferable

  • LEAN Six Sigma (i.e. Green or Black Belt) would be an advantage

Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.