Primary Location: Australia,New South Wales,Sydney
Education: Bachelor's Degree
Job Function: Marketing
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 18054220
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
The Insights team at Citi sits within the Brand, Sponsorships and Insights team of the Consumer Bank. The role and function of this team is to manage the Citi Australia Brand, sponsorship rights, relationships and activities, and govern and manage the consumer bank's market research activities, requirements and knowledge.
The Insights function represents the voice of consumers/customers and delivers strategic and tactical consumer insights to drive business growth.
Specifically, the Insights Manager, Customer Experience is accountable for providing both ongoing and ad hoc research, analysis and insights to the Consumer Bank. This is done through management of Citi's ongoing NPS program as well as analysis and reporting of performance that feeds into business and individual KPI's at all levels (from Manager level to Senior Leadership Team). The Insights Manager will work closely with a wide variety of internal stakeholders across the consumer bank, to support and identify strategic and tactical initiatives that improve customer's experience with Citi.
Key accountabilities will include:
End-to-end management of Citi's ongoing NPS programs and research projects independently based on stakeholder objectives and business needs
Customer Experience and Advocacy Reporting and Dissemination of Insights
Responsible for working with business units on new Product and Marketing initiatives where market research is required
Support the Senior Insights Manager in managing research vendors and research budgets
Work jointly with Senior Insights Manager to provide requested deliverables to the regional team and roll out requests, ensuring the regional requirements meet the local country needs
To be successful in this role you will have the following skills/experience:
Minimum 5 years work experience
Experience in financial services preferred
Experience in research essential
Experience in NPS management, analysis, reporting and communication is essential. Experience with the Medallia platform is advantageous
Strong Presentation & Communication Skills, written & verbal at all levels
Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.
Internal Number: 4744178
About Citi Australia
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