Business Analysis Group Manager, SVP

Citigroup Inc.; Irving (TX); Hybrid; USD 144,000 - 217,000; Full time

Benefits offered by this job

Hybrid work model

Leadership development

Competitive compensation

Job summary

Citi is seeking an experienced Manager, Business Analysis – Voice & AI Applications to lead a focused team of business analysts shaping IVR, AI, and chatbot capabilities. You will translate complex requirements into clear user stories that drive product outcomes and influence investment planning.

This senior leadership role requires managing cross-functional teams, collaborating with stakeholders, and upholding high standards for analysis, delivery, and risk management across the function.

Qualifications

• 10+ years of experience in business analysis or similar, operating at a senior level across complex cross-functional environments.
• People leadership to manage and develop analysts across concurrent workstreams.
• Ability to convey complex ideas clearly to technical and non-technical audiences, in writing and speaking.

Responsibilities

• Lead a team of business analysts who develop and refine user stories for IVR, AI, and chatbot solutions, ensuring clarity and delivery alignment.
• Partner with senior stakeholders to translate requirements into actionable analysis bridging business needs and engineering delivery.
• Manage team operations including work allocation, performance evaluation, capacity planning, and staffing decisions to maintain a high-performing team.
• Contribute to investment planning for the Voice and AI applications portfolio, providing analytical input for prioritization and funding decisions.
• Monitor multiple projects in IVR, AI, and chatbot spaces, identify risks and escalate issues before delivery impact.
• Define and uphold team standards for business analysis practice, developing guidelines to improve consistency and outputs across the function.
• Apply sound judgment balancing delivery pace with risk, compliance, and Citi’s reputation and assets.

Skills

People leadership

Stakeholder mgmt

Clear communication

Analytical thinking

Java

Mainframe

IVR domain knowledge

Cross-functional collaboration

Requirements gathering

Delivery leadership

Education

Master's degree

Tools

JIRA

Confluence

Job description

Citi is looking for an experienced Manager, Business Analysis – Voice & AI Applications to lead a focused team of business analysts shaping the next generation of IVR, AI, and chatbot capabilities. In this role, you will sit at the intersection of business strategy and engineering delivery, translating complex requirements into clear user stories that drive real product outcomes. This is a senior leadership position with direct influence over investment planning, project progression, and the standards your team works to every day.

Responsibilities

• Lead a team of business analysts who develop and refine user stories for engineering teams building IVR, AI, and chatbot solutions, ensuring clarity, quality, and alignment with delivery goals.
• Partner with senior stakeholders across business and technology functions to translate requirements into actionable analysis, bridging the gap between what the business needs and what engineering delivers.
• Manage team operations including work allocation, performance evaluation, capacity planning, and staffing decisions to maintain a high-performing and well-supported team.
• Contribute to investment planning for the Voice and AI applications portfolio, providing analytical input to support prioritization and funding decisions.
• Monitor the status and progression of multiple concurrent projects within the IVR, AI, and chatbot space, identifying risks and escalating issues before they affect delivery.
• Define and uphold team standards for business analysis practice, developing guidelines that improve the consistency and quality of outputs across the function.
• Apply sound judgment when evaluating business decisions, balancing delivery pace with risk awareness, compliance obligations, and the protection of Citi's reputation and assets.

Required Qualifications & Skills

• 10 or more years of experience in business analysis or a closely related discipline, with a demonstrated ability to operate at a senior level across complex, cross-functional environments.
• People leadership experience, with the ability to manage, develop, and hold accountable a team of analysts across concurrent workstreams.
• Ability to communicate complex ideas clearly and concisely in both written and verbal formats, adapting style for technical and non-technical audiences alike.
• Track record of influencing and negotiating with senior leaders across organizational boundaries to align priorities and drive outcomes.
• Strong analytical and problem-solving capability, with experience applying structured techniques to interpret data and navigate ambiguous or dynamic situations.
• Technical background with working knowledge of Java and mainframe application environments.
• Hands-on experience using JIRA and Confluence to manage backlogs, document requirements, and support agile delivery teams.

Beneficial Skills & Qualifications

• Master's degree in a relevant field, complementing the analytical and leadership demands of this role.
• Experience working on IVR, conversational AI, or chatbot initiatives, with familiarity in how these technologies are scoped and delivered.
• Background in data analysis, with the ability to draw meaningful insights from complex datasets to inform planning and business decisions.

What We Offer

At Citi, you will join a collaborative team working at the forefront of voice and AI technology, with the scope to shape how these capabilities are built and governed at global scale. This is a role where your leadership directly influences both the quality of delivery and the strategic direction of the function.

• A hybrid working model with 3 days in the office and 2 days working remotely, giving you flexibility alongside meaningful in-person collaboration.
• Strategic ownership over a high-visibility portfolio spanning IVR, AI, and chatbot innovation within a global financial institution.
• Direct involvement in investment planning decisions, giving you influence over where resources and priorities are directed.
• Access to learning and development opportunities that support continued growth at the senior leadership level.
• A performance-driven environment where your analytical and leadership contributions have a measurable impact on business outcomes.
• Competitive compensation and financial wellbeing benefits in line with a senior management position at a leading global bank.

Primary Location Full Time Salary Range:

$144480,00 - $216720,00

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.

Anticipated Posting Close Date:

oct 09, 2026

Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

Equal Opportunity Statement

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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