The Process Improvement Lead Analyst is a senior-level position focused on leading the design, execution, and delivery of dispute modernization initiatives using emerging technologies such as AI/ML, RPA, and BPM solutions. This role serves as the business architect for various Dispute transformation initiatives, ensuring alignment with operational and regulatory objectives. The analyst will collaborate closely with cross-functional teams to drive continuous improvement and deliver measurable outcomes. The position requires strong analytical skills and the ability to influence stakeholders without direct authority.

• 6-10 years of experience in business process improvements or modernization efforts.
• Strong understanding of dispute, claims, or financial operations and associated regulatory requirements.
• Proven ability to work across business and technology organizations and influence without direct authority.
• Demonstrated problem-solving and decision-making skills.
• Consistently demonstrates clear and concise written and verbal communication skills.
• Knowledge of Reg E, Reg Z, UDAAP, and Network Rules (VISA, Master Card, NACHA) is a plus.
• Knowledge of PEGA preferred but not required.

• Lead the end-to-end implementation of emerging technology solutions across the Disputes organization.
• Translate operational, regulatory, and organizational objectives into clear technology transformation roadmaps.
• Serve as business architect for the Dispute organization, ensuring solutions are scalable and compliant.
• Drive continuous improvement by identifying opportunities to automate and streamline dispute processes.
• Act as the primary liaison between business operations and technology teams.
• Perform User Acceptance Testing and platform rollouts.
• Analyze existing operational processes and develop innovative solutions.
• Communicate regularly with all Operations teams and departments.
• Assess risk when making business decisions and ensure compliance with applicable laws and regulations.
• Coach and mentor less-experienced teammates.

• Citi offers a comprehensive benefits package including competitive pay, stock programs, healthcare coverage, retirement plans, paid time off, parental leave, and programs supporting employee wellbeing and professional development.