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**Responsibilities**:- Support consumer insights projects including co-creation, concept development and validation, and usability testing.- Employ the business research model among the key journeys and products.- Evolve the different research methodologies and ways to gather consumer feedback for both product and customer experience engagements.- Help drive net promoter score and how our products, service and brand impact our progress through customer insights and research.- Develop a working theory on how good customer experience impacts our key KPIs (e.g. net promoter score, brand preference, etc.) as well as the business objectives, revenue and cost saves.- Manage projects which impact the business to deliver/exceed the business plan.- Offer user experience feedback at all phases of the project life cycle from project conception to implementation.- Ensure business principles and standards are met for all project engagements.- Partner with cross-functional teams deliver customer insights; monitor project task execution and timeliness adherence.- Build relationships across key stakeholders and 3rd party research vendors**Qualifications**:- 5-8 years of relevant experience**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.El objetivo del puesto es impulsar, liderar y ejecutar iniciativas que mejoren la experiência del cliente. A través del entendimiento de _Customer Journeys_ y el análisis exhaustivo de métricas operativas y de negocio, se requiere influenciar a las diferentes áreas de la organización, priorizando la voz del cliente en la asignación de recursos.La persona que ocupe este rol deberá entender las necesidades de los clientes y las tendencias del mercado para contribuir en el diseño de la experiência e identificar mejoras en los procesos actuales.**Principales responsabilidades del puesto**:- Mapeo de _Customer Journeys y _procesos para profundizar en las necesidades de los clientes, así como los principales puntos de dolor, tanto de clientes externos, como de clientes internos.- Análisis de causas raíz sobre los principales puntos de dolor.- Interpretación de información cuantitativa (datos operativos, negocio,) y cualitativa (voz del cliente, encuestas,)- Definición, priorización y ejecución de iniciativas de mejora para aumentar el nível de satisfacción de los clientes.- Seguimiento y análisis de KPIs de CX y operativos.- Gestión de equipos multi-disciplinarios.- Relacionamiento con diferentes áreas del Banco, priorizando la entrega de resultados a través de la selección, entrenamiento, desarrollo, motivación y empoderamiento.- Asesoramiento desde la perspectiva del cliente en los diferentes proyectos que se desarrollen por producto, segmento o canal de la organización.**Requisitos del puesto**:Experiência en:- Análisis y visualización de datos- Rediseño de procesos (Reingeniería)- Mapeo de _Customer Journeys_ e identificación de _Pain Points_- Liderazgo de iniciativas y gestión de equipos- Canales de servicio bancario- Productos de banca de consumoInglés 90%**Comportamientos**:- _ Client Obsession_- Alto grado de análisis y síntesis- Pensamiento abstracto- Liderazgo, _Ownership_ e influencia sobre los demás- Orientado a resultados, estructura y seguimiento puntual- Capacidad de aprendizaje y versatilidad- Trabajo en equipo, trabajo bajo presión y manejo de estrés- Capacidad de negociación- Gestión a diferentes níveles jerárquicos- Fuertes habilidades de comunicación**Job Family Group**:Marketing- **Job Family**:Market Research- **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.View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.View the **EEO Policy Statement**.View the **Pay Transparency Posting
