CitiGroup Jobs – Client Experience Senior Analyst (UAE national encouraged to apply)


Job Id: 22516786


Responsible for managing a centralize repository of customer feedback and provide analysis of data. Including identifying metrics to track results and progress of findings and solutions to client pain points to improve customer experience. Requires good analytical skills to filter, prioritize and validate potentially complex and dynamic reports from multiple sources and present those insights in the monthly governance forum. Good communication and diplomacy skills where customer calling maybe required to do some validation. Understands project management and knowledge on reviewing end to end process. Liaising with internal teams to assist in deep diving on complaints/requests themes.


  • Analysis
    • Assist in analysis of any customer feedback (complaints and requests) by themes, channel, segment, turn-around time etc
    • Look at month on month trends to identify key drivers of top complaints
    • Ensures accuracy of the report by doing validation eg cross check with process owner, review of process, calling clients for further probing
  • Project management for action planning:
    • Study and track top themes and root cause, collaborating with stakeholders to build action plans
    • Support and assist in the solution design and implementation
    • Provide effective challenge with various units to come up with reasonable and corrective actions
  • Driving high impact outcomes:
    • Timely and accurate implementation of identified actions including post implementation review
    • Documentation of final agreed actions/process as well as development of FAQs and training materials across relevant channels
    • Monthly publication of progress of actions and results
    • Helps manage a biweekly complaints taskforce forum
  • Risk and controls
    • Appropriately assess risk, demonstrate particular consideration for the firm’s reputation, safeguarding Citi and its clients


    • 5-8 years of experience in customer experience, marketing or research role; Experience providing program reports, analysis and performing qualitative and quantitative research
    • Education: Bachelors/University degree or equivalent experience
    • Skills: Ability to analyse, model and interpret data; Problem-solving skills; ability to plan work and meet deadlines; Accuracy and attention to detail; Interpersonal skills; Teamworking skills


    Job Family Group:



    Job Family:

    Customer Experience


    Time Type:

    Full time


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Job Details:

Company: Citi

Job Type: Full Time

Job Location: Dubai, Dubai, United Arab Emirates

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