SVP, Customer Experience Optimization Manager - C14

The Customer Experience Group Mgr is accountable for management of complex/critical/large professional disciplinary areas. Leads and directs a team of professionals. Requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the objectives of the function. Applies in-depth understanding of the business impact of technical contributions. Strong commercial awareness is a necessity. Generally accountable for delivery of a full range of services to one or more businesses/ geographic regions. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication may be necessary. Accountable for the end results of an area. Exercises control over resources, policy formulation and planning. Primarily affects a sub-function. Involved in short- to medium-term planning of actions and resources for own area. Full management responsibility of a team or multiple teams, including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.

Responsibilities:

• Drives efforts to dramatically improve our customers’ experiences and to close the gap to our competitors, and to embed a customer excellence into the organization.

• Lead a Continuous Improvement Domain team, focused finding pain points, root cause analysis and solutioning of these pain points.  In addition, the team will monitor key journeys within the Domain to ensure that there is a consistent and uninterrupted customer experience, regardless of channel.

• Provide regular coaching, management and guidance to a group of exempt officer population on the effectiveness of job execution.  Ensure the continuous improvement of direct reports and individual development for employees.

• Ensure a focus and addressing of Voice of Employee issues and opportunities.  Maintain continuous communication with employees on individual and team basis.

• Interacts at high levels and builds trusted partnerships across lines of business.

• Drives and advocates for customer experience projects

• Oversees and identifies a pipeline of work eliminating cross channel pain points impacting customer experience directly and indirectly.

• Ties customer experiences together in a single view by engaging the right teams to eliminate pain points and design remarkable experiences in the end to end servicing model.

• Partner with customer experience project manager to build and manage projects for customer experience to ensure readiness for and responsiveness to any key business initiative, e.g. New product launches, new servicing strategies, pricing changes, presidential or other customer escalation, defect in policies, etc.

• Drives the identification of and creates a pipeline of escalation initiatives to support, re-engineer, and execute in a more efficient manner the removal of significant pain points in customer experience that would not be identified and solved through normal action committees or channels. Potential solution initiatives could include defects in policy, set up and cross channel issues.

• Establish/maintain strategic relationships with key partners and constantly pursue performance and customer experience opportunities.

• Creates and manages an infrastructure to support and handle customer experience escalation issues and provide a forum in which to resolve highly visible customer concerns that would not or could not be handled in the traditional channels.

• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• 10+ years of experience working in consumer banking client segments, product, strategy planning.

• Previous people management experience

• Process reengineering background and ability to influence senior executives

Education:

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

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Citi is an equal opportunity and affirmative action employer.

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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.