**Responsibilities**:
- Gain a deep understanding of the challenges and opportunities facing our business through partnership, active listening, and thoughtful questions
- Collaborate on structuring effective and efficient research plans that will meet the strategic needs of our partners
- Responsible for delivering end state of standard and adhoc reports to Senior Management, Regulatory Agencies and various business partners.
- Assist with the re-engineering process by automating the initial builds for the reports.
- Manage and track experiences for key customer segments and analyze points for improvement.
- Liaise with various business partners to support different projects.
- Analytical skills to evaluate information from multiple sources.
- Responsible for creating monthly trend reports, including segment specific support.
- Assist with the creation and analysis of various reports for surveys.
**Qualifications**:
- 5-8 years of experience in customer experience marketing or research role;
- Experience providing project or product leadership and performing qualitative and quantitative research
**Education**:
- Bachelors/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.
- Complaint Champion (alignment with Citiphone, regional DCX & Complaint).
- Working together with Citiphone to ensure proper complaint handling (in line with Indonesia and regional's procedure).
- Identify, propose and implement process improvement on complaint procedures, flow, training and so on.
- Ensure accuracy of complaint data and reporting performed on time (in country, regional, regulators).
Conduct monthly Complaint Governance Forum.
- Governance PIC for CX (MCA, Risk related, IOM management, etc).
- **Job Family Group**:
Marketing
- **Job Family**:
Customer Experience
- **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