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The health and safety of our colleagues and candidates for employment are our highest priority. Accordingly, Citi continues to monitor the COVID-19 situation closely. We have implemented precautionary measures across our firm globally, including conducting all candidate interviews virtually on a temporary basis until further notice where needed.

SVP, Customer Experience Engagement Lead – Group Manager

Job Req ID 22442767 Primary Location New York, New York; San Antonio, Texas; Wilmington, Delaware; O'Fallon, Missouri; Kansas City, Missouri; Jacksonville, Florida; Meridian, Idaho; Atlanta, Georgia; Tampa, Florida; Roy, Utah; Florence, Kentucky; Gray, Tennessee; Irving, Texas Job Category Marketing
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The North America (NA) Client Experience (CX) Engagement Lead is responsible for the success of the CX Transformation through driving engagement across thousands of employees within US Personal Banking and Wealth Management.

The NA CX Engagement Lead is a pivotal role in Citi’s Client Experience transformation journey as the engagement of our employees forms one of the core pillars of the NA CX strategy. The NA Client Engagement Lead will work with leaders across Operations, Technology, Retail Banking, Wealth Management, Deposit Products, Insurance, Mortgage, Marketing, Digital Banking, Small/Med Business, Credit Cards, Personal Lending, Controls, Fraud, Collections, Customer Service, and More

Primary Responsibilities:

  • Instill a unified client-focused mindset across GCB
  • Lead and drive employee engagement strategies – delivering representation, immersion, and effectiveness across all strategic initiatives
  • Drive Mobilization to ensure engagement is fully embedded within the business across strategic initiatives, developing and enabling strategic employee engagement across the business
  • Work closely with regional and global CX leaders to implement and successfully execute the strategy around employee engagement
  • Strategically manage vendors as well as management consulting firms to be able to develop and utilize project resources for key initiatives
  • Lead the strategic development of Citi’s CX Academy framework within North America, driving engagement for all employees
  • Lead and execute the development of Global client Obsession Week, driving engagement
  • Lead and execute the development of a single global CX goal in partnership with the Global and Regional HR teams and Regional CX leads
  • Lead the strategic framework around “Tell-Us” and other employee engagement tools, enabling cross function collaboration
  • Lead and execute strategic framework for call listening sessions with leaders from Branded Cards, Retail Banking, CRS, and Wealth Management to identify client pain points and key drivers behind the business’ key areas of focus
  • Develop a communication strategy around Client Experience, ensuring a consistent message across North America

The roles and responsibilities outlined above support US Personal Banking and Wealth Management across North America and is responsible for the employee engagement around the CX transformation to “Be the Best for our Clients”. This includes developing, leading, and driving the strategic direction on how we engage and communicate the CX Transformation success across 3 core elements: to identify and remove client friction across all channels and building the culture of Client Obsession.

Additional Qualifications:

  • 10+ years of experience working in consumer banking client segments, product, and strategy planning.
  • Bachelor’s /University degree, Master’s degree preferred
  • At least 8+ years broad experience in transformation roles across large, complex cross-company transformation programs. Demonstrated track record of having worked on large, strategic cross-functional projects and proven ability to take manage, track and drive ownership and output independently while utilizing Design Thinking methodology to drive client experience.
  • 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 business planning and strategic skills
  • Very strong communication skills
  • High level of energy, with strong collaboration and persuasion skills
  • A passion for delivering excellence in all aspects of the client experience
  • A good understanding of retail financial services
  • Comfortable operating in a large, multicultural, and “matrixed” organization that is geographically dispersed


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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