Sr Business Analyst (Wealth Management, Client Experience) - Citi - Return to Work Program

Job Locations US-NY-New York
Return-to-Work Program


reacHIRE is proud to partner with Citi’s Personal Banking & Wealth Management (PBWM) organization for a paid 6-month return-to-work program starting in July 2022 designed for experienced professionals who are returning to the workforce after a 2+ year career break. 

The program is a cohort-based model that allows individuals to re-enter the workforce in a supported way with a group of fellow returning professionals. The program involves a one-week intensive onboarding specially designed to build the skills needed to successfully re-enter the workforce, and continues with professional development workshops and networking opportunities to build and advance one’s professional skill set throughout the duration of the program. This proven approach fosters camaraderie among colleagues, builds confidence, and upgrades professional skills that will be invaluable throughout this next phase of their career. Please note candidates who have worked in part-time roles or have done independent contracting will be considered for this opportunity.


About the Team

Citi Global Wealth is a trusted advisor to wealthy and worldly individuals and families. Its clients receive customized banking services that crosses borders, including bespoke service as well as access to the best ideas and solutions tailored to their unique needs and aspirations. The Consumer Wealth Management (CWM) team is a U.S.-based segment of the Citi Global Wealth (CGW) organization for Citibank with presence in the US providing services to clients around the world. CWM offers its clients access to brokerage products and services as well as traditional banking products and services.

About the Role

The CWM Client Experience Sr Analyst is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. This individual should possess strong communication and diplomacy skills to help guide, influence and convince others, in particular colleagues in other areas and occasional external customers. In this role and as part of a team, this individual will serve as the liaison across stakeholders to help prioritize and drive significant impact on the area through complex deliverables aimed at improving the experiences of our clients. 

Key responsibilities:

  • Contribute to the continuous improvement of customer experiences through complaints analysis, Voice of the Customer programs (customer surveys, JD Power, etc), digital journey monitoring, and call listening. 
  • Leverage structured and unstructured datasets and internal/external insights to identify, investigate, measure and prioritize customer pain points based on frequency and impact.
  • Effectively collaborate with key stakeholders to develop sound and sustainable solutions to enhance and improve processes and customer experiences. 
  • Motivate and partner with cross-functional teams to resolve customer pain points through process and policy changes, system updates, and/or technical implementations. Foster and maintain relationships with business stakeholders, support, testing and development team members.
  • Manage day-to-day project responsibilities including milestone setting, task and actions management, co-ordination and execution of plan within required timelines and to stakeholder quality expectations.
  • Develop individual project artifacts as necessary including Business Requirements Documentation (BRD’s), Functional Requirements Documentation (FRD’s), test planning and scenario documents for user acceptance testing (UAT), project plans as required for all key technical deliveries.
  • Document key project risks, whether stated or not, and manage to resolution or escalate accordingly. 
  • Develop presentations to communicate key initiatives, strategic concepts and decisions, and status updates for stakeholders and executive reviews. 


  • Bachelor’s degree or equivalent experience; Master’s degree preferred.
  • 6-10 years’ experience in program management / project management, with track record of cross-functional collaboration and delivery on complex projects.
  • Desire to improve processes, deliver superior experiences for our clients, and deliver value to the firm.
  • Willingness to ask questions, challenge the process and seek out answers. 
  • Ability to quickly grasp and master new concepts / requirements, apply related product /functional knowledge, and learn/understand some technical implications of system design.
  • Ability to prioritize, multi-task, and increasingly take ownership of various parts of a project or initiative.
  • Excellent analytical and problem-solving skills.
  • Excellent oral and written communication skills.
  • Must be extremely organized, motivated and a self-starter.
  • Team player with solid relationship management skills


About reacHIRE

reacHIRE is changing the trajectory for individuals in the workplace by partnering with forward-thinking companies. Through customized programs tailored to a company's unique business needs and culture, reacHIRE carefully selects under-the-radar, top talent who voluntarily off-ramped and are ready to on-ramp back into their career. At the end of the program, you may be eligible for full-time or extended contracting work, but it is not guaranteed. reacHIRE will provide 360 degree support along with a dedicated Program Manager to ensure your success every step of the way!

Our Returnship Program participants come from all walks of life, and so do we. At reacHIRE, the sum of our individual differences, life experiences, innovative thinking and self-expression is what makes us great. We hire exceptional talent from a wide variety of backgrounds, not just because it is the right thing to do, but because it makes us, our programs, and the forward-thinking companies we partner with stronger, better and more innovative.  Be you and reach higher.

Please note:

  • reacHIRE will reasonably accommodate applicants with disabilities who need adjustments in order to complete the application or interview process. For assistance with your application please contact: Sarah White at
  • reacHIRE is unable to sponsor program participants for the duration of our return-to-work programs


About Citi 

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. For the past 200 years at Citi, we have a drive to help clients move from ambition to achievement. Our company has been one of the foundational components of today’s modern financial infrastructure—this gives us a level of unmatched expertise in tackling the world’s most complex challenges and connecting across capabilities to enable lasting progress for our clients. Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background, and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

Citi’s North America Personal Banking & Wealth Management (PBWM), with 128 million accounts, $503B in annual purchase sales, and unrivaled partnerships with premier brands, has a unique opportunity to leverage its consumer relationships and footprint, state of the art technology and leading consumer banking position to deliver customer value in a targeted and impactful way.



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