VP / Digital PM Lead Analyst

Job Description

The Digital PM Lead Analyst is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Travel requirement: 10%

Responsibilities:

• Manage through implementation, business prioritized projects impacting various IVR applications and platforms across business lines.

• Apply in-depth disciplinary knowledge of concepts and procedures to create best in class digital experiences that align to business objectives.

• Manage cross-functional teams to a specific objective, particularly facilitating tasks required to prepare Operations and the business when implementing changes.

• Work with management to think and act strategically bringing new ideas/concepts to the business resulting in operating efficiencies.

• Partner with Ops and Client Experience teams on overall customer experience through call recording, survey analysis and call flow evaluation.

• Identify and partner with key stakeholders to implement new experiences.

• Act as a point of contact and liaison between vendors and required business areas for the implementation of activities to ensure accurate communication to clients.

• Ensure creation of project plan, benefits plan, stakeholder management plan, acceptance plan, and central project issue log.

• Identify, document, and understand all project dependencies and ensure all applicable resources are assigned to project & monitor commitment.

• Establish project communication needs and create project communication plan.

• Facilitate the communication process to minimize adverse operations impact by ensuring that the business is informed and always aware of the status of process improvements, procedure & systems enhancements, and corrective actions for risk issues, identified for the business.

• Understand and create project benefit analysis and track/communicate post install performance.

• Identify variances, and reforecast project costs and benefits as needed.

• Comprehension and delivery of Monthly Executive Reporting requirements.

• Perform metrics and analysis around business initiatives, key performance indicators and financial objectives.

Qualifications:

• 6 - 8 years of relevant experience required

• Education: BA/BS Degree or equivalent work experience requisition

• Previous project management experience

• Leadership, Sound Judgment, Planning and Organizational Skills

• Excellent Oral and Written communications

• Accountability and Quality driven

• Analytical aptitude

• Experience with Citi North America Consumer Operations preferred

• Must be able to work in cross functional teams and possess good interpersonal skills.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

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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.

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