Technology Product Management Senior Analyst - Chatbot

The Conversational AI Help team is seeking a results-oriented individual who is passionate about creating best-in-class conversational experiences to join as a Product Manager for Citi's Chatbot.  This individual will report into the head of the Conversational AI Help team. They will build conversational flows that enable customer self-service and will lead the ongoing improvement of the Bot through, customer research, A/B testing and analysis of transcripts and performance metrics.

Responsibilities:

• Deliver exceptional end-to-end implementation of conversational experiences.
• Collaborate across the Digital Product team to gather requirements for conversational experiences.
• Analyze Bot success and failures, write different content formats and styles to improve customer experience.
• Synthesize takeaways from transcript analysis into technical requirements for creating new & enhanced conversational experiences.
• Owns the documentation for feature releases i.e. Product Requirements Documents (PRDs), release doc, FAQs, etc.
• Makes use of research, user studies, metrics and competitive analysis to understand the customer and business needs for a platform product
• Compares features for competitive review to inform prioritization within a product release
• Identifies innovations or performs “test and learn” experiments to create features that add more business and customer value for a platform product
• Participates with the business in customer research to inform priorities for platform product backlog.
• Contributes near-term input (quarterly) for the platform product portfolio and roadmap
• Facilitates trade-off decisions on platform product features
• Exhibits expertise within platform feature area and coordinates with interdependent teams.
• Has good awareness of platform feature health and delivers regular progress reports to stakeholders
• Identifies and communicates opportunities for improvement with peers and stakeholders
• Helps define business, customer and platform use cases and requirements
• Ensures features meet backlog entrance criteria
• Creates user stories and system interaction diagrams for platform feature solution
• Hosts user story grooming sessions
• Informs the design of the user experience i.e. wireframes and mock-ups
• Ensures appropriate backlog depth for continuous development
• Determines release targets for the platform and prioritizes assigned features according to business and platform value, adjusting throughout implementation as needed
• Continuously monitors feature development through maintaining bug catalogs at the feature level
• Reviews product demo with the development team against acceptance criteria for the feature set
• Helps define business, customer and platform use cases and requirements
• Ensures features meet backlog entrance criteria
• Creates user stories and system interaction diagrams for platform feature solution
• Hosts user story grooming sessions
• Informs the design of the user experience i.e. wireframes and mock-ups
• Ensures appropriate backlog depth for continuous development
• Determines release targets for the platform and prioritizes assigned features according to business and platform value, adjusting throughout implementation as needed
• Continuously monitors feature development through maintaining bug catalogs at the feature level
• Reviews product demo with the development team and stakeholders against acceptance criteria for the feature set
• Prepares launches and monitors platform performance, adoption, and operational health for feature sets
• Identifies GTM plan with stakeholders for the feature set
• Identifies issues that will keep the platform features from delivering on time and/or with the desired requirements and communicates to leadership
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 2+ years of product management experience and delivering customer facing products
• Strong analytical and quantitative skills; Data driven and results-oriented
• Skilled at working with third party service providers
• Excellent written and oral communication skills
• Passion and expertise in digital customer experience
• Innovative thinker with the ability to challenge the status quo and come up with creative solutions to solve problems and overcome hurdles

Preferred Qualifications:

• Experience w/ chatbots, voice-enabled devices, or other conversational channels
• Experience with web development technologies (HTML, JSON, JavaScript)

Education:

• Bachelor’s/University degree or equivalent experience

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. 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. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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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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