BANAMEX - Customer Experience Sr Analyst - AVP at Citi

The Ops Sup Sr. Analyst is an intermediate level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team. Additionally, the Ops Sup Sr. Analyst serves as the liaison between operations staff, relationship managers, project managers, custodians and clients. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.

Responsibilities:

• Perform in-depth evaluation of basic operations and business processes, family procedures, and industry standards for business supported to identify and resolve complex problems
• Influence decisions through advice and counsel as well as facilitate services to others in area
• Serve as an analytical and/or procedural expert, representing a unit or team on cross function operational processes and project deliverables
• Liaises with multiple teams across the Operations department
• Coordinate and contribute to initiatives that support the goals of the Operations function and overall business
• Assume informal and formal leadership role within team as well as coach and train new recruits
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and /or other team members.
• 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:

• 5-8 years of relevant experience
• Experience with automated end-to-end sourcing tools
• Proficient in Microsoft Office
• Ability and experience working in a fast paced, high pressure environment
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills
• Consistently demonstrates clear and concise written and verbal communication skills

Education:

• Bachelor’s degree/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

The customer experience senior analyst is a professional role that requires rapid and in-depth learning in financial products, process improvement, and workflow optimization across the organization. This role requires expertise, critical thinking, and advanced ability to integrate insights from multiple data sources to support strategic business decisions.

A core expectation for this position is superior analytical capability, including the ability to extract, structure, and interpret complex information, as well as to build clear, compelling, and executive presentations with data-driven storylines.

Additionally, the role requires advanced proficiency in Excel, complex formulas, data modeling, pivot tables, dashboards, and automation techniques to generate reports efficiently.

The Sr analyst evaluated moderately complex and variable issues with substantial business impact and must weigh alternatives using multiple sources of information.

Effective communication skills are required to present findings, influence stakeholders, and lead collaborative discussions. The role frequently takes leadership responsibilities; therefore, accountability and ownership are vital across projects.

Responsibilities:

Customer First

• Manage and monitor customer experience metrics across key segments, conducting in-depth analysis to identify trends, risks, and opportunities for improvement.

• Analyze survey data, generating actionable insights and developing clear, structured reports to support decision-making.

Communicate Insights

• Develop and deliver monthly trend reports with segment-specific analysis, ensuring insights are accurate, data-driven, visually clear, and tailored for senior management and business partners.

• Escalate and resolve issues related to reporting tools, data integrity, and query logic to ensure the reliability of insights.

• Partner with cross-functional teams to support analytical needs and contribute to strategic business initiatives.

Collaborate in designing effective and representative research plans aligned with strategic objectives.

Operational Excellence & Data Governance

• Lead reporting process improvements through automation and optimization, leveraging advanced Excel and other analytical tools.

• Consolidate, transform, and analyze data from multiple systems, designing customized reports and visualizations to enhance clarity and usability.

• Maintain and optimize reporting assets, including reports, queries, and data feeds, ensuring accuracy and efficiency.

• Ensure compliance with applicable laws, regulations, and internal policies, applying sound ethical judgment in all analyses and recommendations.

Qualifications:

• Experience in customer experience, project management, marketing analytics, or research.

• Proven experience leading projects or products, with strong background in both qualitative and quantitative research.

• Advanced Excel skills (required): complex formulas, Power Query, pivot tables, dashboards, data modeling, automation, and data cleansing.

• Strong analytical thinking, with demonstrated ability to synthesize large datasets into actionable insights.

• Exceptional communication skills, critical thinking and the ability to translate complex analysis into clear and compelling presentations for senior audiences.

Education:

• Bachelor’s/University degree or equivalent experience.

• English professional level.

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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