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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.

Client Experience Lead

Job Req ID 21324293 Primary Location Taipei, Taiwan Job Category Marketing
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  • Responsible for managing the Bottom-up Net Promoter Score (NPS) program, and providing reporting and analytics for NPS and related metrics in support of programs.
  • managing survey program, monitoring NPS Performance and understanding key drivers of changes to this metric, Producing periodic reporting on score Performance and delivering customized analytic deep dives to better understand NPS performance.
  • Leverages best in class tools, experience in quantitative research programs, analytics and a deep understanding of process to help drive improvements to key customer experience metrics.
  • Responsible for the creation and distribution of daily, weekly, Monthly and quarterly reports for senior leadership to help gauge Performance targets
  • Create and develop analyses to help business recognize challenges, identify opportunities and build solutions to improve the overall customer experience
  • develop methodology for goal setting in conjunction with senior leadership and input from Human Resources.
  • Create and deliver presentation content to broad audiences
  • Interprets customer data (both quantitative and qualitative) as well as internal data to help inform customer experience strategy
  • Support platform implementation, including redesign of survey and reporting as well as establishing new metric targets
  • 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.


  • 6-10 years of experience in customer service, operations or customer experience role with background in running reports and analyzing data


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


Job Family Group:



Job Family:

Customer Experience


Time Type:


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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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