SVP, Voice & AI Analysis: Lead Global IVR Innovation

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 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.