Senior Lead, Customer Experience Analytics

Citi

. Bring subject matter expertise in analyzing and synthesizing Voice of the Customer data, translating findings into actionable insights that clearly identify where to focus improvement efforts across retail banking and wealth customer experiences .

Posted 5/20/2026full-timeCharlotte • Florida, Montana, North Carolina • 🇺🇸 United StatesSenior💰 $114,720 - $172,080 per yearWebsite

About the role

Key responsibilities & impact

Bring subject matter expertise in analyzing and synthesizing Voice of the Customer data, translating findings into actionable insights that clearly identify where to focus improvement efforts across retail banking and wealth customer experiences
Analyze data across channels, products, and customer segments — identifying both universal themes and situation-specific insights, and uncovering the underlying drivers that enable targeted, informed decision-making
Build, maintain, and enhance data dashboards, executive scorecards, and annual goal frameworks, with a strong ability to track performance and measure the impact of improvement initiatives
Work extensively with third-party and syndicated data sources — such as JD Power and Bain Prism — including the ability to extract competitive insights from standard reporting and mine data platforms for deeper, ad-hoc analysis
Proactively identify opportunities to strengthen CX performance tools, processes, surveys, and reporting, with a focus on better connecting data-driven insights to meaningful organizational action
Periodically review and refresh survey content and reporting to sunset outdated sources and introduce new feedback mechanisms aligned with the organization's evolving strategic priorities
Collaborate with CX team counterparts — including Complaints, Research, Competitive Intelligence, and Experience Design — to shape strategic recommendations that address key areas of focus
Engage effectively with colleagues, stakeholders, and executive leaders across the Retail Bank and Wealth division to understand broader business priorities and respond to ongoing, ad-hoc requests

Requirements

What you’ll need

10–15 years of experience in customer data analysis or a closely related field
Demonstrated expertise in Voice of the Customer (VoC) methodologies and CX analytics
Proven experience with third-party and syndicated data platforms (e.g., JD Power, Bain Prism)
Track record of presenting insights and influencing decisions at the executive level
Experience working in or alongside cross-functional teams spanning research, design, and strategy
Financial services experience is a plus; strong candidates from other industries are encouraged to apply.

Benefits

Comp & perks

medical, dental & vision coverage
401(k)
life, accident, and disability insurance
wellness programs
paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer data analysisVoice of the Customer methodologiesCX analyticsdata dashboard developmentperformance measurementad-hoc analysiscompetitive insights extractionsurvey content reviewdata-driven insightsstrategic recommendations

Soft Skills

collaborationinfluencing decisionscommunicationstakeholder engagementstrategic thinkingproblem-solvingorganizational actioncross-functional teamworkanalytical thinkingpresentation skills