Head of Voice & AI Business Analysis

Citigroup Inc.

Irving (TX)

Hybrid

USD 144,000 - 217,000

Full time

14 days+

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Benefits offered by this job

Hybrid work model

Job summary

Citi is seeking an experienced Manager, Business Analysis – Voice & AI Applications to lead a focused team that shapes IVR, AI, and chatbot capabilities. You will translate complex requirements into actionable user stories for engineering delivery and influence investment planning.

This senior leadership role sits at the intersection of business strategy and delivery, with responsibility for team standards, staffing, risks, and cross-functional collaboration across business and technology

Qualifications

10+ years of experience in business analysis or a closely related discipline, with demonstrated senior-level capability across cross-functional environments.
Proven people leadership to manage, develop, and hold accountable analysts across concurrent workstreams.
Excellent written and verbal communication skills for technical and non-technical audiences.
Track record of influencing senior leaders to align priorities and drive outcomes.
Strong analytical and problem‑solving skills with data interpretation in dynamic settings.
Technical background with working knowledge of Java and mainframe environments.
Hands-on experience using JIRA and Confluence to manage backlogs and support agile delivery.

Responsibilities

Lead a team of business analysts who develop and refine user stories for engineering teams building IVR, AI, and chatbot solutions.
Partner with senior stakeholders to translate requirements into actionable analyses bridging business needs and engineering.
Manage team operations including work allocation, performance evaluation, and staffing decisions.
Contribute to investment planning for the Voice and AI applications portfolio and support prioritization.