SVP, Business Analytics Grp Manager (IVR)

Citi - Wilmington, DE3.9

Primary Location: United States,Delaware,Wilmington
Other Location: United States,New York,Long Island City
Education: Bachelor's Degree
Job Function: Decision Management
Schedule: Full-time
Shift: Day Job
Employee Status: Regular
Travel Time: Yes, 10 % of the Time
Job ID: 18025534


The North America Branded Cards Contact Center expense is over $300MM annually and the goal is to reduce it by 50% by 2020. The purpose of this job is to identify, test, and implement IVR/Voice Analytic enabled contact efficiency initiatives in order to deliver committed recurring expense savings and IVR self-serve rate. This person would be the leader of Customer IVR (interactive voice response) and Desktop Voice Analytics for North America Branded Cards. This person is accountable for understanding the techniques and tools utilized for mining unstructured data from IVR and voice Recording text including Natural Language Processing, NLP Tools such as Python, Voice Recognition software/vendors such as Verint, Voci, Nexidia, IVR Speech Recognition such as Nuance and Google, IVR USAN menu interactions to ensure the Big Data analytic platform is in place. This person will be accountable for leading a forum within NA Branded Cards to facilitate broader learning in this discipline within Decision Management. This person will be accountable for managing a team of 1 C13 in the US and 2-3 Analysts in Bangalore India to create transformative business strategies to increase contact center self-serve rate, reduce contact center handle time, improve agent performance and enhance customer retention by using Interactive Voice Response -based and Voice Recording- based deep learning/analytics. This person will lead a team to unearth previously hidden insights from detailed interactive voice response data, voice recordings converted into text and applying natural language processing (NLP) principles and techniques that capture both what customers and agents are saying, how they are saying, and meta data such as holds/transfers, duration to detect new efficiency opportunities. Outcomes include predictive models of customer call intent so that customers are handled efficiently in the Interactive Voice Response Unit, predictive models of desktop caller intent to drive call reason based offer palettes with added efficiency, predictive models of customer disengagement for proactive retention treatment, models that identify and classify customer complaints for call handling/monitoring reduction, reputation sentiment analysis for reputation monitoring with accompanying financials that ladder up to the committed savings. This person will interface with Senior Leadership C14, C15, and C16 in Decision Management, Marketing, Technology, and Operations on a daily basis on the related business strategies and initiatives.
Key Responsibilities
Interface with Senior Leadership (c14, c15 and c16 in Decision Management, Operations and Technology) on the evaluation and testing of latest tools and techniques. Stay abreast of, Evaluate, Create and execute test use cases, Test, and Recommend Speech Recognition, Real Time applications, Transcription, Chatbot tools, and accompanying analytic techniques
Establish Analytic Initiative Conceptualization, Framework, Prioritization and Detailed Project Plans to meet KPIs and Cost Savings Commitments
Day to day Management of directs. Manage detailed Analytic work on Initiatives to deliver against the project plan. Includes
Perform analytics as contributor. Leverage techniques (speech phenomes, bag of word vector model development, speech to text transcription data mining, text natural language processing model, IVR fall out analytics) to develop predictive models that have a financial impact.
Interface with senior leaders/stakeholders (C14, C15, C16 in Decision Management, Operations, and Technology) on presenting broad areas of opportunity and gaining alignment, securing the data essential for each of analytic work, presenting the outcomes of the analytic work, gaining consensus on recommendation, testing and success metrics


Bachelor’s degree in Mathematics, Statistics, Computer Science or Engineering.
Advanced Degree a plus
Advanced knowledge of working with unstructured data.
Expert at deep dive statistical analysis. 5+ years of modeling experience. Advanced modeling including machine learning techniques.
Use of natural language processing.
Expert proficiency at R/Hadoop/Spark/ Python. Knowledge of call center and IVR environments and data analysis.
Experience with working with large cross functional teams.
Strong written and presentation skills.
5+ years in an industry with large complex data such as Financial Services, Telecommunications, Insurance and Travel.
Experience at working in a fast paced changing environment. Expert at translating business strategy and objectives into analytic frameworks. 2+ years of Managerial Experience