Rewards Servicing & Customer Insights Lead Analyst, Vice President; Hybrid

Citi is a leading global bank that serves more than 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

The Citi Thank You Rewards program is a cornerstone of our card loyalty offerings, providing members with a wide array of options to redeem points for travel, gift cards, merchandise, and more. Our mission is to deliver a best‑in‑class experience that drives engagement and deepens our relationship with our customers.

The Thank You Rewards Servicing Experience & Customer Insights Lead Analyst is a strategic role responsible for shaping and executing the end‑to‑end servicing journey for our members. This individual will be a passionate advocate for the customer, using data‑driven insights to identify opportunities, solve complex problems, and lead initiatives that enhance member satisfaction and build long‑term loyalty. This role sits at the intersection of product management, data analytics, and customer service, offering a unique opportunity to make a significant impact on a highly visible program.

• Servicing Strategy & Vision:
  Develop and own the comprehensive servicing strategy for Thank You Rewards. Define the vision for a seamless, intuitive, and positive member experience across all touchpoints, including digital (web/mobile), phone, and chat channels.
• Customer Insights & Analytics:
  Champion a data‑first approach to understanding member needs and behaviors. Utilize Voice of the Customer feedback, customer satisfaction (CSAT) scores, Net Promoter Score (NPS), and behavioral data to generate actionable insights and identify key pain points and opportunities.
• Performance Measurement & Reporting:
  Establish, monitor, and report on key performance indicators (KPIs) related to the servicing experience. Develop dashboards and executive‑level reports to track progress and communicate performance against goals.
• Customer Journey Mapping:
  Lead efforts to map and analyze critical customer journeys (e.g., point redemption, issue resolution, new member onboarding). Identify friction points and design solutions to streamline processes and improve satisfaction.
• Cross‑Functional Project Leadership:
  Lead high‑impact, cross‑functional initiatives to enhance the servicing experience. Manage projects from ideation and business case development through to implementation and post‑launch analysis, collaborating with partners in Technology, Product, Operations, Marketing, Legal, Fraud, and Customer Service teams.
• Fraud & Risk Partnership:
  Collaborate closely with Fraud Prevention and Risk Management teams to understand emerging fraud trends affecting the rewards program. Develop and implement strategies to mitigate risk while minimizing impact on the legitimate customer experience.
• Customer Service
  
  Collaboration:
  
  Act as a key liaison to the front‑line customer service teams. Provide them with the tools, training, and knowledge necessary to effectively resolve member inquiries. Champion initiatives to improve agent‑facing systems and processes.
• Stakeholder Management:
  Build and maintain strong relationships with key stakeholders across the organization. Effectively communicate the servicing vision, influence priorities, and ensure alignment on strategic initiatives.
• Root Cause Analysis & Problem Resolution:
  Serve as a subject matter expert for complex servicing issues, including those related to potential fraud or security concerns. Investigate root causes of member escalations and implement systemic solutions to prevent recurrence.

• Experience:
  
  Minimum 6‑10+ years of professional experience in customer experience, product management, loyalty programs, or a related field.
• Industry: Experience in financial services, credit cards, or loyalty/rewards programs is strongly preferred.
• Education:
  
  Bachelor’s degree in Business, Marketing, Finance, or a related field. An MBA or…