The Process Improvement Lead Analyst is a senior-level position responsible for leading the end‑to‑end design, execution, and delivery of dispute modernization initiatives through the implementation of emerging technologies, including AI/ML, Robotic Process Automation (RPA), and Business Process Management (BPM) solutions. This role acts as the business architect and focal point for multiple Dispute transformation initiatives, owning delivery from business needs identification through implementation, testing, validation, and change management. The position partners closely with Operations, Technology, Risk, Compliance, and other cross‑functional stakeholders to ensure solutions are aligned with operational, regulatory, and organizational objectives and deliver measurable, sustainable outcomes.

Responsibilities:

• Lead the end‑to‑end implementation of emerging technology solutions (AI/ML, RPA, BPM, advanced analytics) across the Disputes organization.

• Translate operational, regulatory, and organizational objectives into clear technology transformation roadmaps and business requirements with defined milestones, KPIs, and tangible business outcomes.

• Serve as business architect for the Dispute organization, ensuring solutions are scalable, compliant, and aligned to enterprise strategy.

• Drive continuous improvement by identifying opportunities to automate, digitize, and streamline dispute processes.

• Act as the primary liaison between business operations and technology teams, ensuring requirements are clearly defined, prioritized, and delivered as intended.

• Experience leading transformational efforts through automation of manual processes leveraging BPM, RPA or PLM applications

• Experience performing end-to-end gap assessments, thorough root cause analysis and formulating recommendations to address findings

• Perform User Acceptance Testing and platform rollouts

• Serve as technical authority for an area within the business providing advice and counsel related to the technology or operations of the business as well as provide operational assistance

• Perform analysis to define problems, develop innovative solutions, streamline operational processes and expand Operations capabilities for new products and services

• Communicate regularly with all Operations teams and departments

• Analyze existing operational processes and apply creativity to complex situations, as needed

• Has the ability to operate with a limited level of direct supervision.

• Can exercise independence of judgement and autonomy.

• Acts as SME to senior stakeholders and /or other team members.

• 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.

• Proven track record leading complex initiatives and setting direction on execution of transformational efforts

• Ability to collaborate and partner with cross-functional teams to obtain proper buy-in prior to implementation of initiatives

• Coaching and mentoring skills to develop less-experienced teammates

• Effective communication skills to report health status and progress of initiatives to senior leadership teams and stakeholders

• Strong analytical skills to perform business modeling and data model analyses

Qualifications:

• 6-10 years of experience

• Demonstrated experience leading large-scale business modernization or automation initiatives.

• 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, Network Rules (VISA, Master Card, NACHA) are a plus.

• Knowledge of PEGA preferred but not required

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Job Family Group:

• Operations
• Core

Job Family:

Operations Support

Time Type:

Full time

Primary Location:

Irving Texas United States:

Primary Location Full Time Salary Range:

$103,200.00 - $154,800.00

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.

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

Anticipated Posting Close Date:

Apr 14, 2026

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