Marketing Customer Engagement Lead Analyst

Citi • Schaumburg, IL

1d • $114,720 - $172,080

About The Position

The Marketing Customer Engagement Lead Analyst is a strategic professional who stays abreast of developments in the field and contributes to directional strategy by applying them to the role and business. The position requires developed communication and diplomacy skills to guide, influence, and convince colleagues in other areas and occasional external customers. Work involves complex deliverables with significant impact across an area and the performance of its sub-function or job family.

The role partners with internal teams to design and execute marketing strategies that meet business goals. It manages testing, campaign schedules, business-as-usual auditing, channel integrity, customer engagement and retention initiatives, campaign reviews and approvals, issue resolution, and marketing budget and invoice processes. The analyst uses portfolio trends, customer data, KPIs, and campaign results to inform recommendations, while appropriately managing risk and ensuring compliance with applicable laws, policies, and regulations.

Requirements

• 6–10 years of progressive marketing experience within retail banking, cards/payments, or financial services.
• Proven track record of independently managing complex, multichannel customer engagement and retention campaigns from inception through post-launch optimization.
• Advanced organizational and project management capabilities, including demonstrated success managing multiple concurrent deliverables in a fast-paced environment.
• Experience interpreting customer data, KPIs, and campaign performance dashboards to guide strategy and present actionable recommendations.
• Bachelor’s degree in Marketing, Business Administration, Communications, or a related field, or equivalent practical experience.

Nice To Haves

• Demonstrated experience with credit card marketing programs, including spend stimulation, balance transfers, and lifecycle engagement.
• Exceptional communication, negotiation, and executive presentation skills, with the ability to influence cross-functional partners and leadership.
• Strong problem-solving mindset, high accountability, agility, and attention to detail.
• Familiarity with marketing automation tools, CRM systems, and regulatory approval workflows.

Responsibilities

• Partner with internal teams to ensure marketing strategies are designed and executed to meet business goals.
• Implement test strategies, develop campaign schedules, conduct business-as-usual auditing, and identify and mitigate potential issues.
• Assess impacts and the need for additional testing to ensure overall channel integrity.
• Recommend engagement strategies across multiple partners, including balance transfer and spend programs.
• Collaborate with the insights team to assess the competitive landscape and drive best-in-class marketing.
• Collaborate with business partners to execute and launch campaigns and initiatives that increase customer engagement and mitigate attrition.
• Make decisions and recommendations based on portfolio trends and other key data.
• Identify and manage issues through resolution.
• Assist with monthly budget reconciliation and marketing invoice processing to ensure proper vendor execution.
• Manage internal legal and creative reviews and approvals for marketing campaigns, including agent scripting and online experiences.
• Assess risk in business decisions, safeguard the firm's reputation, clients, and assets, comply with applicable laws, rules, regulations, and policies, apply sound ethical judgment, and escalate, manage, and report control issues transparently.

Benefits

• Medical, dental, and vision coverage
• 401(k)
• Life, accident, and disability insurance
• Wellness programs
• Paid time off, including planned vacation, unplanned sick leave, and paid holidays
• Eligible employees may receive discretionary and formulaic incentive and retention awards

What This Job Offers

• Job Type: Full-time
• Career Level: Senior