• Competitive
  • Wilmington, DE, USA
  • Permanent, Full time
  • Citi-US
  • 2018-09-21

VP, Customer Journey and Call Center Operations Analytics Lead

VP, Customer Journey and Call Center Operations Analytics Lead

  • Primary Location: United States,Delaware,Wilmington
  • Education: Bachelor's Degree
  • Job Function: Decision Management
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 18049164


Job Description:
Citi Branded Cards North America (N.A.) is the market leader in the credit card industry. With a pre-eminent global brand and distribution, Branded Cards N.A. maintains its leadership position by delivering industry-leading products and services that address clients' evolving needs. 
Integral to Citi Cards' success is the introduction of innovative products and solutions through strong partnerships and dedicated employees who are committed to excellence. Attracting market-leading talent is a priority at Citi Cards N.A., and the combination of financial strength and broad product scope provides rewarding opportunities for outstanding professionals to excel in a dynamic organization.
The Decision Management team with Citi NA Branded Cards is responsible for understanding customer behavior and interaction with Citi products and services. Citi leverages this information to perform deep analyses to improve a customer's interactions (journeys) with Citi.  Optimizing those journeys leads to high levels of satisfaction, loyalty and financial gain. The work includes analyses to remove journey pain points inclusive of the customer's experience when reaching the call center IVR (interactive response system) and Agent Desktop.  Self- serve through the IVR and/or more efficient calls with the agent are key to improving the customer's journey experience while reducing operations expense.

Key responsibilities for this position and team are to:
  1. Develop a deep understanding of customer journeys that span multiple interaction channels
  2. Uncover recommend and support improvements to specific journeys.   Journey changes to who, how, when, where and what are answered by analytics spanning policy, process, messaging, targeting/eligibility across channels.
  3. Support improvements that are rooted in call center IVR (interaction voice response system) self serve opportunities. This is accomplished by predicting why a customer is calling, reshuffling IVR menus and serving them efficiently. It can also be accomplished through deep dive IVR journey to understand menu flows and how they can be optimized to serve customers more efficiently
  4. Perform NLP and machine learning using call center voice recording and transcripts combined with other relevant customer behavior
  5. Any improvement recommends are accompanied by full P&L projected impacts at the journey, product, customer segment levels.  Understanding the nuances of customers and operations data is critical and being able to secure, understand and make sense of the data used as input to the analytics is key.  Usually this work leads to a series of market tests and business cases.
  6. Develop business cases to size improvement opportunities
  7. Must be able to perform statistical analyses, test design and read, and P&L financial impacts.  
  8. Must be able to summarize statistical work in a clear cogent manner for consumption by senior leadership spanning Product, Marketing and Operations and Decision Management.
  9. Must be able to partner with many organizations to drive execution
This is a high impact team with broad visibility within the organization


  • Must have 5 years + of pertinent experience
  • Bachelor's degree in quantitative disciplines (Statistics, Engineering, Operations Research etc.). Graduate level preferred
  • Deep understanding of Credit Card P&L drivers and ability to quantify business benefit
  • Call center analytics a plus.
  • Knowledge of customer data relevant to journeys such as Over Credit Limit, Fraud, Payment is strongly preferred. Knowledge of Credit Card Industry P&L and how journeys impact the individual line items is a must
  • 5 yrs of Deep drive statistical analytics experience a must
  • 2 yrs + of IVR, NLP and Machine learning experience highly desired.
  • Autonomous and self-driven in finding opportunities within a fast paced environment. Strong entrepreneurial skills
  • Strong leadership skills to define agenda/goals and navigate and influence the organization, especially Executive sponsors.
  • Co-own business goals and agenda and drive execution within a matrixed organization
Wilmington, DE, USA Wilmington DE US