Loyalty Product Operational Management Lead Analyst, Vice President; Hybrid

Rewards & Loyalty Operations Management (RLPO) is responsible for the US Rewards and Loyalty programs. The Loyalty Product Operational Management Lead Analyst role is part of the Loyalty Product Management organization. The role’s objective is to deliver exceptional experiences through a proactive, compliant, and efficient organization aimed at driving customer satisfaction through management and/or support of product development, issue management, servicing, and business operational frameworks.

• Data Accountability:
  Assume full accountability for all program and benefits transactional data, ensuring accuracy, completeness, and integrity from end-to-end.
• Data Reconciliation & Analysis:
  Perform comprehensive end-to-end reconciliation of transactional data, identifying discrepancies, root causes, and implementing corrective actions. Conduct trending and in-depth analysis for all assigned programs to identify patterns, anomalies, and areas for optimization.
• Reporting & Dashboarding:
  Develop and maintain monthly dashboards for comprehensive program performance reporting and weekly oversight dashboards to monitor real-time transaction activity. Present key findings and insights to stakeholders.
• Data Management:
  Utilize various applications and platforms to access, manipulate, and work with large datasets. This includes running pivots, data extraction, transformation, and loading (ETL) activities as needed.
• Issue & Incident Management:
  Proactively identify data‑related issues, conduct thorough testing, and collaborate with technology teams for resolution. Manage issue and incident workflows effectively, documenting steps and outcomes.
• Collaboration & Communication:
  Work independently while collaborating effectively with internal teams, including compliance partners. Serve as a presenter during audits and reviews, articulating data processes, methodologies, and findings clearly and confidently.
• Process Improvement:
  Continuously seek opportunities to enhance data quality, reporting efficiency, and analytical methodologies.

• Experience:
  
  6–10 years proven experience in data management, analysis, and reporting, preferably within a financial services or benefits administration context.
• Technical
  
  Skills:
  • Advanced proficiency in data manipulation and analysis tools (e.g., Excel with advanced pivot table skills, SQL, other data analysis software).
  • Experience with data visualization tools for dashboard creation.
  • Familiarity with data governance principles and best practices.
• Analytical Acumen:
  Strong analytical skills with the ability to interpret complex data, draw meaningful conclusions, and translate findings into actionable insights.
• Problem‑Solving:
  Excellent problem‑solving abilities, particularly in identifying and resolving data discrepancies and system issues.
• Attention to Detail:
  Meticulous attention to detail to ensure accuracy in data reconciliation and reporting.
• Responsiveness:
  Demonstrated rapid response skills in dynamic environments, with the ability to address urgent data requests and incidents promptly.
• Communication:
  Exceptional verbal and written communication skills, capable of explaining complex data concepts to both technical and non‑technical audiences, including compliance and audit teams.
• Independence:
  Ability to work independently, manage multiple priorities, and drive tasks to completion with minimal supervision.
• Collaboration:
  
  Proven ability to work collaboratively within a team and across different departments.

• Bachelor’s degree

• Job Family Group:
  Consumer Sales
• Job Family:
  Consumer Product Sales
• Time Type:
  Full time
• Primary
  
  Location:
  
  Jacksonville, Florida, United States
• Full Time Salary Range: $ – $

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.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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