Customer Exp Int Analyst | Citibank India

The Customer Experience 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:Manage the Client Obsession program for Citi India, which involves coordination across units for identification and resolution of client pain points across journeysTakeownership of Citi's digital servicing platforms e.g. self-help portal, Chatbot, CRM tool, digital escalation matrixManage and track experiences for key customer segments and analyze points for improvement.Liaise with various business partners to support different projects.Analytical skills to evaluate information from multiple sources.Assist with the creation and analysis of various reports for customer surveys.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:8-12 years of experience in customer experience marketing or research role;Education:Bachelors/University degree or equivalent experienceThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.On March 30, 2026 , Citi reached an agreement with Axis Bank for the sale of Citis consumer businesses in India. The transaction comprises the sale of the consumer banking businesses of Citibank India, which includes credit cards, retail banking, wealth management and consumer loans. The transaction also includes the sale of the consumer business of Citis non-banking financial company, Citicorp Finance (India) Limited, comprising the asset-backed financing business, which includes commercial vehicle and construction equipment loans, as well as the personal loans portfolio. It excludes Citis institutional client businesses in India. Citi remains committed and focused on serving institutional clients in India and globally. The transaction is expected to close in the first half of 2026 subject to requisite regulatory approvals. As this particular role operates within the scope of Citis consumer businesses, the successful candidate will initially be employed by Citi, but on sale completion, her/his employment will transfer to Axis Bank