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Customer Experience Manager - C13 (VP)

Job Req ID 22475030 Primary Location Jacksonville, Florida; Wilmington, Delaware; Kansas City, Missouri; Sioux Falls, South Dakota; Florence, Kentucky; Elk Grove Village, Illinois; Gray, Tennessee Job Category Marketing
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Citi’s Global Consumer Bank (GCB) has a unique opportunity to leverage its consumer relationships and footprint, state of the art technology and leading consumer banking position to deliver customer value in a targeted and impactful way. Citi is optimizing its relationship structure to realize a fully integrated delivery model with technology at its core, where sales, marketing and product all work in concert on the cross-platform goals of the company to help us deliver a remarkable customer experience. The Service Excellence and Continuous Improvement (SECI) organization oversees the client experiences across Citi’s GCB. At the heart of everything that we do in SECI is a relentless focus on client centricity, taking a singular view of clients across GCB’s businesses. We are an empowered organization that moves fast to continuously improve our clients’ digital experiences. SECI organizes around domains that are aligned to our customer missions and this leader will be part of the Continuous Improvement group. A key part the Continuous Improvement teams mission is to deliver near real time insights around customer pain points across all consumer products and channels utilizing various sources, tools and methods. Our team is passionate about connecting, creating, delivering, and enabling the promotion of consistent and seamless experiences to help customers effortlessly engage with Citi.


  • Ability to work across various functional teams and all levels of management to drive change.
  • Finding & fixing issues quickly to drive better experiences for our clients. Leverage insights to influence future design.
  • Specializes in Alert Engine/Web Dashboard, Medallia Digital, Glassbox, and other tools to enhance Real-Time monitoring program (KPIs, thresholds, tuning, etc)
  • Serves as client experience SME for assigned areas; execute ‘eyes on glass’ Real-Time Monitoring, Detection & Resolution for assigned domain responsibility. Ensures monitoring readiness for planned enhancements. 
  • Influences stakeholder engagement models, driving enhancements as needed.  Partners closely with cords functional stakeholders, to prioritize resolution of known break/fix and design opportunities
  • Delivers Day to Day connectivity with eServices, and drives Ops awareness of known digital issues.
  • Executes event triage/diagnostics, sizing and root cause analysis. 
  • Deliver reporting and strategic insights through analysis to drive improvements to the Customer Experience
  • Conduct deep-dive analysis and investigations to better understand end to end Customer Experience including touch points, cross-channel behaviors, drivers, preferences and segmentation
  • Provide compelling recommendations that drive action through the effective use of data, customer insight analysis and presentation skills.


  • 5+ years’ experience in a consumer-focused company with operational and digital servicing experience
  • Customer focus; strong record of achievement in applying a customer mindset to shape solutions and approaches and to drive change/achieve business goals
  • Adaptable, Bold, Collaborative, Courageous and Determined and operates with a lot of Empathy both in internal interactions and for the customer
  • Passion for making the lives of Citi’s customers easy
  • Experience with and Citi Mobile apps and/or comfort working with Agile Development teams; deep knowledge of Citi’s organizational and business models/priorities
  • Demonstrated track record of collaboration across multiple, disparate internal business groups, with the ability to build strong networks and relationships both internally and externally
  • Ability to concurrently prioritize and manage multiple projects of varying degrees of size and scope
  • Strong communication skills and ability to communicate and present to stakeholders in all levels of the organization
  • Strong sense of accountability, decisiveness, proactivity, and intellectual curiosity with the ability to work independently and take ownership
  • This position may be able to sit at any Citi U.S. Operations Site


  • Bachelor’s/University degree or equivalent experience


Job Family Group:



Job Family:

Customer Experience


Time Type:

Full time


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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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