Digital Engagement Analysts
6 days ago
The Digital Engagement team is responsible for driving Citi’s key digital metrics such as mobile banking adoptions, digital usage and digital onboarding processes. Roles and responsibilities - Work with team to drive and support Singapore teams to deliver ambitious digital growth with some examples as below: mobile banking adoptions, digital usage, digital commercialization - Contribute in driving engagement E2E programs/campaigns that meet KPIs - Day-to-day execution of engagement activities - Ideate and identify new opportunities to grow adoption and usage - Manage customer enquiry/complaint related to the engagement activities - Work closely with control and governance stakeholders such as Risk, Operations, Compliance, Legal, Governance, Data Security, and Fraud to review and obtain approval for planned initiatives. - Work with analytics teams or external agencies in discussions that analyze and translate customer insights into actionable engagement strategies - Partner cross-functionally with Product, Regional, Marketing, Customer Experience, Contact center and Data teams to support driving user adoption, usage and engagement KPIs. - Plays a role in developing and managing the digital experience for new and existing customers across businesses - Works across multiple lines of business to deliver value added enhancement to the customer engagement platforms - Enhance customer experience across online and offline assets through testing, personalization and automation of customer journeys - Performs project management on small to medium scale projects from inception through to delivery - Supports the digital experience teams in the development of digital tools and all web assets providing guidance on best practice and upcoming market trends/opportunities - Manages key projects/digital initiatives and deliver positive outcomes in line with business deadlines - Meet Key Performance Indicators; meet Customer Satisfaction and Net Promotor Score goals - Track and manage production issues and work with relevant technology and local teams to expedite solutions - Prepare consistent and uniform reporting outputs that provide direction for optimization - Work as problem solver for key initiatives across multiple business areas to deliver digital projects - Leverage local, regional and global relationships to ensure delivery of key projects and initiatives - Maintain relationships with key stakeholders across the business **Qualifications**: - 2-5 years relevant experience - Excellent numerical/analytical capability - Consistently demonstrates clear and concise written and verbal communication - Ability to think strategically and then execute upon that design - Proven ability to plan and coordinate. **Education**: - Bachelor’s/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. - **Job Family Group**: Product Management and Development - **Job Family**: Digital Product Management - **Time Type**: Full time - 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. View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**. View the **EEO Policy Statement**. View the **Pay Transparency Posting
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