Head Customer Servicing & Experience SVP

Citi Travel provides customers with the ability to earn and redeem ThankYou® points by booking flights, hotels, car rentals and attractions.  Citi Travel is part of the ThankYou Rewards program and serves as a key part of the overall rewards strategy. This role will be the lead for Citi to ensure our partner runs a call center experience which delivers a best-in-class experience.  This role will allow Citi to take a more proactive stance in customer servicing, outline recommendations to improve current experience and implement needed actions to dramatically improve NPS.

This role will be responsible for the following:

• Responsible for overseeing a company's entire travel customer service operations, developing customer service strategies, setting performance metrics and ensuring customer satisfaction.
• Collaborate internally and externally to maintain a positive brand image through excellent customer support.
• Focus on optimizing customer experience and achieving business goals through effective service delivery.
• Develop and implement comprehensive customer service strategies aligned with travel strategy. 
• Identify trends and implement initiatives to enhance customer experience. 
• Monitor customer service quality through regular quality checks and audits. 
• Handle escalated customer complaints and complex issues. 
• Collaborate with marketing and product development to ensure seamless customer journey and identify new product enhancements

Qualifications:

• 10+ years of experience and a successful proven track record of leading customer experience and call center transformation
• Consistently demonstrates clear and concise written and verbal communication & can tell the story in executive level presentations.
• Proven track record of being customer obsessed and understanding the needs of the customer.
• Ability to lead and collaborate with cross functional teams within a matrixed organization .
• Self-motivated with a passion to build best-in-class programs.
• Excellent relationship skills and ability to form strong networks.
• Travel Industry knowledge/experience preferred.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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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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