Job Description
Brief Description of the Organization
The Global Consumer Marketing & Internet Office (GCMIO) is a world-class marketing and digital organization with a customer-centric approach that supports our marketing and digital efforts globally. The GCMIO partners with the entire Consumer business, around the world, including credit cards, retail banking, small and commercial business banking and real estate lending. The primary objectives of the GCMIO include, restoring and strengthening the health of our brand, driving organic revenue growth with smart advertising and marketing, regaining and advancing digital leadership by providing a consistent and brilliant digital customer experience for our customers everywhere in the world, acquiring new customers through digital marketing, leading our NPS efforts to ensure we are best-in-class in our clients’ eyes, leveraging our global footprint to make our regional marketing efforts consistent and strong, and notably, working as a high-performing, passionate and engaged team.
Usability Analyst-13045915
Description
The
Global Consumer Marketing & Internet Office (GCMIO) is a
world-class marketing organization with a customer-centric approach that
supports our marketing efforts globally. The North America Marketing
and Internet & Mobile teams support the entire consumer business
including credit cards, retail banking, small and commercial business
banking and real estate lending. The Internet & Mobile team’s
charter is to provide an exceptional customer experience, maintain the
integrity (and manage the success) of the online and mobile channels,
and successfully deliver on key enterprise projects that improve our
customer’s interactions with us, positively impact the businesses’
P&L and drive increased digital engagement.
The Customer Experience team is responsible for driving superior
customer experience across all digital channels. The team’s mission is
to bring the Citi brand to life by extending simplicity, ease of use and
customer centricity to all digital channels. This is a new team that
has been formed to deliver on Citi’s promise of Customer Centricity by
building digital experiences that are simple, human and engaging across
all Citi consumer facing businesses.
This individual will be part of a team that is critical to
Citibank’s efforts to transform around customer centricity. The
Usability Analyst will conduct usability evaluations and other user
experience research, utilizing a broad knowledge of user experience and
user-centered design principles. It is imperative that the Usability
Analyst help the Insights & Usability team drive the user experience
to the forefront of the development cycle with a focus on measurement
and continuous improvement.
The Usability Analyst will have a key support role driving the
vision of customer centricity as they execute plans to embed usability
more deeply within the organization. In addition to deliverables such
as scorecards, maintaining a robust library, and providing usability
reports, he/she will synthesize findings across a broad audience to
promote a shared view on the customer perspective. From an external
perspective, this person will work with vendors on study plans, analysis
and reporting.
We are seeking a talented individual and emerging leader who will:
a) Deliver cutting edge usability and user experience solutions
b) Work closely with the Usability Lead to
drive change management around the topic of usability and embed
usability as a skill set and competency within the Insights &
Usability Team
c) Ensure universal usability goals are met by translating project objectives into clear test objectives, evaluating the success of studies and measuring project outcomes
d) Effectively communicate actionable insights that materially improve the customer experience
e) Act as the voice of the user and be a user advocate at all levels of the organization
f) Facilitate rapid usability testing to support agile development and timeframes
g) Synthesize insights into presentations and emails across CMIO and for business partners
h) Track user experience issues from discovery through resolution
Qualifications
Qualifications and Education Requirements
· The candidate will have 5+ years of
experience in both qualitative and quantitative methods, such as expert
reviews, usability tests, and mobile research.
· End-to-end experience with all aspects of
user research (study design, recruiting, moderation, analysis, and
reporting) in addition to experience with research tools such as
UserZoom, or Qualtrics
· He/she should have a passion for customer
insights, be an effective communicator and team player. Strong analytic
skills linking insights to business metrics are important.
· Experience with Net Promoter Score (NPS) metric, calculations and reporting
· Previous experience with text analysis, isolating and grouping key common themes from customer feedback
· Manage the third party research and coordination.
· Detail oriented and able to manage multiple projects simultaneously
· A strong portfolio demonstrating past work
experience and deliverables (study plans, analysis and reporting, etc.)
Preferred Skills
· Demonstrated ability to execute usability and
user experience testing translating results into best-in-class user
experience decisions.
· Strong training in user-centered design a plus
· Proven experience defining and tracking user experience metrics
· Passion for understanding what drives customer behavior
· Entrepreneurial and energetic – engaged in new trends, ideas and new ways to explore usability
· Strong interpersonal communication skills
· Experience with agile methodologies a plus
· Manages time well, is organized and can handle overlapping assignments
· Enjoys rolling up sleeves and figuring things out!
Critical Competencies
· Usability know-how – can lead credible
and various types of usability research on key business initiatives and
possesses the technical aptitude for working with diagrams, wireframes,
and prototypes
· Analytical Skills - has strong competency for prioritizing recommendations based on evidence-based findings
· Communication Strengths – ability to
communicate clear, actionable insights across business units that answer
questions and instill confidence; has the interpersonal skills to lead
cross-functional teams
· Adept at handling change and shifting priorities – able to effectively deal with ambiguous situations and make sound decisions based on imperfect information
0 comments:
Post a Comment