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NAM Consumer Operations Customer Service – Head of Service Excellence Strategy

Job Req ID 21363559 Primary Location Jacksonville, Florida; Atlanta, Georgia Job Category Marketing
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We are seeking a NAM Consumer Operations Customer Head of Service Excellence Strategy to work collaboratively across the Customer Service teams along with NAM Operations team to create a best in class client-centricity across product, function and geography. As a key member of the leadership team, this role will be responsible for driving and coordinating initiatives that deliver on an effortless customer experience across all of Customer Service for North America.  This leader will drive end to end thinking and focus on removing barriers that result in customer effort.  The focus will be acceleration of goal achievement related to CX with a focus on the overall experience.  Collaboration with other key stake holders in Digital, Operations and Business leads will necessary to identify prioritize and address pain points.  Through understanding our goals, processes and people this leader will design plans that optimize work and simplify processes while improving the overall Customer Advocate and Partner and Client experience.  This leader will also work with finance and various other teams to understand targets that impact the overall operations and the overall experience.  Delivering on both customer and finance goals will ensure that we drive overall efficiency across Bank, Brands and Retail Services. The result will uncover synergies and allow us to also focus on optimization of recourses.  

Primary responsibilities:

  • Devise strategies that ensure achievement of CX and key financial goals
  • Co-own setting and achievement of CX goals
  • Drive consolidation and better effectiveness of core CX execution activities
  • Address and alleviate duplication of work across the organization and increase collaboration & efficiencies  
  • Providing regular updates on progress and ensuing the sharing of best practices
  • Work closely with the Operational leads and CX teams to understand customer pain points  
  • Identifying and implementing industry best practices
  • Strategically manage vendors as well as management consulting firms to be able to develop and utilize project resources for key initiatives
  • Integrate the strategy with the Risk and Controls and Simplification Transformation work underway
  • Execute, track and manage key goals
  • Influence end-to-end ownership across key 'must win' outcomes while considering business performance and impact, partnering with internal and external partners to execute and drive change
  • Support broad initiatives that focus on reducing customer effort across the organization helping to empower the team to join in this servicing ethos
  • Document and Influence customer journey mapping and servicing strategies across Brands, Bank and Retail Services to include Digital


10+ years broad experience focused on driving strategic customer initiatives and strategic leadership roles, including managing large complex cross-organizational transformation programs with a demonstrated track record of having worked on large, strategic cross-functional projects and proven ability to take ownership and drive strategic output independently.

The North America CS organization supports the Bank, Branded Cards and Retail Services. The ability to drive consistency while balancing that with unique needs of our customers and partners. The ability to understand processes and optimize across workstreams. Focus on transformation and efficiencies as aligned with organizational goals and targets.

A high level of maturity and strong leadership skills are necessary to interface and manage stakeholders at a senior leadership level, to drive and accelerate execution.

Commercial skills for corporate engagement:

  • Strong leadership skills with an ability to manage and motivate large teams
  • Very strong business planning and strategic skills
  • A passion for delivering excellence in all aspects of the client experience
  • A good understanding of retail financial services
  • Experience in mass market consumer products or services would be an advantage
  • High level of energy, with strong collaboration and persuasion skills
  • Comfortable operating in a large, multicultural and “matrixed” organization


  • Bachelor’s/University degree, Master’s degree preferred

*This role may be eligible to sit at other US Citi Operations Sites


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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