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VP, Customer Experience Transformation Strategy - C13

Job Req ID 22455006 Primary Location Jacksonville, Florida; New York, New York Job Category Marketing
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VP, Customer Experience Transformation Strategy –

The US Customer Experience (USCX) Transformation team is seeking a VP, Transformation Strategy role to help accelerate the USCX evolution.  More specifically, this role helps execute on a CX business strategy to drive Citi’s customer-centric mindset. This VP will leverage CX insights, best practices, and recommendations to compel action across the lines of business stakeholders to achieve business and CX priorities.


  • Have a view to key initiatives within the line of business that impacts CX and ensure coordination between business and non-business support in relevant workstreams.  .
  • Dedicate support to a line of business by becoming knowledgable about that line of business and its priorities.
  • Identify CX experiences and key opportunities across the line of business using data, insights, and customer feedback.
  • Execute on key CX opportunities in partnership with the line of business.
  • Deliver a seamless working relationship between the USCX team and the LOB’s in the execution of CX strategy.
  • Involve key partners in the creation and socialization of CX recommendations and priorities.
  • Pursue adoption and action within the line of business.

Required Skills

·Familiarity with the line of business products and key stakeholders within.

·Understanding line of business objectives and competitive landscape.

·Excellent communication and interpersonal skills.  Ability to build strong relationships with senior managers and become a trusted advisor.

·Understanding of key CX data points (e.g. NPS, Complaints, Call drivers, other customer feedback data) and how they influence CX decisions.

·Proven record of strong storytelling and the ability to influence stake holders.

·Proven track record of delivering complex change and initiatives in a multi-function environment and deep knowledge of Business P&L

·Project management

·Ability to build business cases

Additional Skills

  • Previous interaction with business champions and ambassadors.
  • Being able to encapsulate the voice of the customer through data to drive prioritization
  • Actively participates in driving initiatives to implementation.
  • Can drive regular and meaningful cadence with the LOB and USCX partners
  • Ability to create a scrum approach to execution against key priorities.
  • Is heard with senior managers to influence roadmap and critical decisions. 


  • 3+ years of relevant experience (in Customer Experience, Strategy, Operations, Marketing)
  • Strong project management skills
  • Focus on driving results
  • Passion for making the lives of Citi’s customer’s easy
  • Demonstrated track record of collaboration across multiple business groups, with the ability to build strong networks and relationships
  • Comfortable with numbers; able to build business cases to support key initiatives
  • Strong sense of accountability, decisiveness, proactivity, and intellectual curiosity with the ability to work independently and take ownership.


Job Family Group:



Job Family:

Customer Experience


Time Type:

Full time


Citi is an equal opportunity and affirmative action employer.

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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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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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