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At Citi, our customer is at the core of everything we do. Understanding the needs and motivations of consumers is key to driving our business strategy, and Consumer Insights is central to making that happen. In your role, you will have the opportunity to interact across different functions of the bank such as Wealth Management, Retail Bank, Branch Services, Credit Cards and various distribution channels to measure, understand and improve NPS (Top Down and Bottom Up) as well as Brand performance. You understand consumers, have analytical horsepower and business judgement to identify opportunities and risks, and have experience in turning customer feedback into action plans, addressing critical processes, products and service enhancements that drive Citi's NPS and Brand preference.
You must have the ability to identify, source, and analyse data and information from available sources (primary and secondary), identify trends, join the dots and draw conclusions to inform key business decisions.
You are proactive and assertive, maintaining an inquisitive mind, constantly thinking ahead of how the bank can lead in its product and service delivery and make better marketing decisions to drive business growth This position reports to the Head of Consumer Insights & Research in Singapore. Roles and Responsibilities:
Manage and deliver monthly NPS and Brand dashboards with actionable insights to senior management and key stakeholders
Plan, recommend and execute reports and scorecards that guide business and strategic decisions such as goals setting, performance reporting, and NPS linked incentives
Work with Customer Experience Team and key stakeholders across business functions of wealth management, retail bank, branch services, credit cards, and distribution channels to identify areas of consumer frustration or process enhancement opportunities
Challenge and improve NPS Program to drive continuous program improvements (sample size controls, key driver analysis, text analytics, questionnaire development)
Develop and execute Ad hoc research projects from start to end
Utilize 3 rd party data sources to derive insights
Evaluate and keep up-to-date on current marketing, consumer, and media trends, as well as the latest trends in research suppliers and methodologies
Minimum of 8 years' experience in NPS program, customer satisfaction, consumer insights or market research industry
Possesses in-depth understanding of consumer banking products and processes
Analytical mind-set with proven ability to structure and synthesize large amounts of data, develop actionable insights and effectively share them to senior management and key stakeholders
Strong problem-solving and interpersonal skills with the ability to work and interact with different business units
Self-starter who is highly motivated, passionate and creative
Good communication skills, written and spoken, presenting findings in a simple, easy business language to management and key stakeholders
Knowledge of SAS or SPSS package, text mining, Power Point, and Excel Macro