96% returner retention at 24 months
Source: MFI 2026, n=3,200
Financial services ● 40,000 employees UK
How Citi achieved 224% ROI from Back-Up Care in year one
Facing rising post-parental leave attrition and productivity loss from care emergencies, Citi partnered with Bright Horizons to implement Back-Up Care across their UK workforce.
Impact at a glance
3.6 ROI by year two
Source: MFI 2026, n=3,200
91% employee satisfaction
Source: MFI 2026, n=3,200
The challenge
By 2022, Citi's UK HR team had identified a pattern: high-performing employees — particularly women returning from maternity leave — were leaving within 12 months of returning. Exit interviews consistently cited childcare instability as a primary factor. The business cost was significant: each mid-level departure cost an estimated £35,000 in recruitment and onboarding.
The solution
Bright Horizons implemented Back-Up Care across Citi's 4,200 UK employees, with same-day access to vetted childcare and eldercare via the Work+Family Space platform. Setup took 5 weeks from contract to first employee booking.
The outcome
96% returner retention at 24 months
Source: MFI 2026, n=3,200
3.6 ROI by year two
Source: MFI 2026, n=3,200
91% employee satisfaction
Source: MFI 2026, n=3,200
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224% ROI in year one
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224% ROI in year one
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