Analytics and Reporting Senior Manager

Company: Citi
Location: Arlington
Posted on: June 22, 2022

Job Description:

Customer Experience Analytics and Reporting Senior Manager: -is responsible for delivering a full range of reporting deliverables that are both complex and critical in support of Global Consumer Bank customers worldwide. - The candidate must be capable of coordinating, preparing, organizing, analyzing, and presenting business performance results to Senior Management as well as engaging with Technical Support Teams to insure the stability and performance of the Customer Experience Reporting (CER) application. - The candidate will be part of a Global Team that is responsible for short and long-term action plans related to application support as well as accurately measuring the impact technology is having on Citi customers across multiple channels/technologies. - The candidate will focus on accurate and timely delivery of content that represents data accuracy and integrity as it relates to performance and the impact of same on Citi customers across multiple Regions, Countries and Channels; this requires engagement with technology and the business including a diverse slate of priorities and resources. This position will have global scope and -accountability and focuses on driving improvements in function and efficiency across Production Management using advanced reporting skills that support a reduction in customer impacts. - The position is a senior technical role that will engage in the creation of scalable and reliable reporting that assist Citi in providing business customers with the highest level of customer experience. - -Responsibilities:Customer Experience Analytics and Reporting Senior Manager: -is responsible for delivering a full range of reporting deliverables that are both complex and critical in support of Global Consumer Bank customers worldwide. - The candidate must be capable of coordinating, preparing, organizing, analyzing, and presenting GCB performance results to Senior Management as well as engaging with Technical Support Teams to insure the stability and performance of the Customer Experience Reporting (CER) application. - The candidate will be part of a Global Team that is responsible for short and long-term action plans related to application support as well as accurately measuring the impact technology is having on Citi customers across multiple channels/technologies. - The candidate will focus on accurate and timely delivery of content that represents data accuracy and integrity as it relates to business performance and the impact of same on Citi customers across multiple Regions, Countries and Channels; this requires engagement with technology and the business including a diverse slate of priorities and resources. This position will have global scope and -accountability and focuses on driving improvements in function and efficiency across Production Management using advanced reporting skills that support a reduction in customer impacts. - The position is a senior technical role that will engage in the creation of scalable and reliable reporting that assist Citi in providing business customers with the highest level of customer experience. - -DescriptionResponsible for working with all areas of Production Management and Citi Businesses to insure accurate and consistent reporting that clearly identifies the impact technology is having on Citi customers. -

• Drives development of an automation strategy in line with corporate standards and tools aimed at improving the visibility of technology impacts on Citi customers (internal and external).
• Contributes to data analytics standards for CER reporting as it relates to deliverables consistent with Business and Production Management.
• Participates in strategic business engagements to build the right level of data analysis and assist in designing and developing content using industry standard tools as approved and authorized by Citi.
• Proficient in utilizing data analytics to assess customer impact and translate same into actionable steps that can deliver optimal efficiency and productivity
• Capable of engaging in various visualization tools (e.g., Qlikview, Tableau) to provide scale and depth of understanding around reporting requirements; will collaborate with multiple stakeholders in delivering the best solution for Citi and its customers. -
• Interfaces with process and tool owners (across Business and Production Management, and other parts of the organization) to address/correct issues related to CER reporting; should be skilled in recommending tool enhancements/improvements
• Works with Teams (including application managers, Business SMEs, Production Management, and Business) to validate/ensure the accuracy of data used in CER reporting. In this role, the individual will conduct source data validations monthly to ensure CER is utilizing and accurately sourcing data. -
• Actively engages with Business Operations, Governance (BISO, TISO, RMO) to understand and ensure CER adherence to Citi standards for reporting and to recommend improvements in Citi's data management in support of customer experience.
• Responsible for preparing, producing, and publishing report content, including content which is required based on various frequencies (daily, weekly, monthly, quarterly and year-end); specifically responsible for the Monthly Operating Reports.
• Responsible for engaging on behalf of the CER application with CER Development resources, DBA Teams, Solutions Architects and Systems Administrators responsible for the support of all CER environments (Dev, UAT, PROD and CoB). - Must be capable of effectively communicating any issues that impact CER application and which may impact the accuracy of CER reporting.Qualifications:
  • Bachelor's/University degree or equivalent experience
  • Minimum 5+ years working in or with data analytics in support of technology
  • Minimum 3-5 years in Banking and Credit Cards systems for a clear understanding of Business products, customer touchpoints and supporting technologies
  • Knowledgeable in ServiceNow functions (e.g., Incident, Change, Reporting)
  • Proven track record in a communications planning and execution roleTechnical Skills Required:
    • Highly skilled with MSOffice Suite of Products (Excel, PowerPoint, SharePoint, Visual Basic)
    • Experience working with incident, problem and change management ticketing systems and processes
    • Training or equivalent experience with Qlikview, Tableau and PowerBi
    • Demonstrated problem solving and analytical skills.
    • Experience working with technology systems that support Banking systems
    • Understanding of/experience with using MSSQL, C# .Net and Visual Studio
    • Knowledge of CICD (Continuous Integration and Continuous Deployment), including RLM, Bitbucket and JenkinsNon-Technical Skills Required:
      • Strong interpersonal and organizational skills; with exceptional ability to interact with and through diverse resource as well as diverse business groups
      • Excellent communication skills (written, verbal & presentation) that shows a collaborative approach -
      • Must be able to manage multiple clients, projects, and deliverables simultaneously
      • Must be highly productive when working independently and work well with broader team
      • Skilled in managing and delivering in a fast paced, deadline driven, dynamic environment
      • Must be self-motivated, accountable and results orientedEducation:
        • Bachelor's/University degree or equivalent experience-------------------------------------------------Job Family Group: Technology-------------------------------------------------Job Family:Business Analysis / Client Services------------------------------------------------------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 .View the "" poster. View the .View the .View the -----------------------------Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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