Primary Location: United States,Delaware,Wilmington
Other Location: United States,Florida,Jacksonville; United States,Texas,Irving
Education: Bachelor's Degree
Job Function: Marketing
Shift: Day Job
Employee Status: Regular
Travel Time: Yes, 10 % of the Time
Job ID: 19034290
The Head of Servicing for Digital Service Domains role will report directly into the Head of Servicing Communications Strategy & CCOE and be a key member in continuing to develop the strategy for delivering a best in class servicing experience across all customer communication touch-points and channels. This individual will be responsible for understanding and connecting strategy across the Service Domains and managing a team of Domains Servicing leads.
The Head of Servicing for Digital Service Domains is specifically responsible for:
Partnering with other Servicing Communications Heads, Domain Heads, Journey Owners, Business Owners, Delivery teams, and Legal/Compliance to ensure a seamless experience for customers and reduce Citi's exposure to operational and reputational risk by developing a best in class servicing experience across all customer communication touch-points and channels.
Manage team and be able to identify, rationalize, overhaul, and create servicing communications based on customer and business needs, market trends, and customer insights Partner with external Creative Agencies, internal Creative Agency (CCOE), Servicing Delivery teams, and product teams to ensure the creative strategy is executed cohesively across relevant channels.
Work with the Head of Servicing Communications Strategy & CCOE as well as other Servicing Communications colleagues to help develop a Communications Strategy that will achieve the following:
o Digital First Customer Interactions: Leverage digital channels to enhance and simplify the experience and drive Digital Self Service o Differentiate How We Communicate: Make it easy, interesting, and appealing for our customers to get the info they need o Deepen Customer Loyalty: Create Citi preference by demonstrating value and increasing delight via differentiated servicing strategies o Drive Key Business Metrics: Increasing Digital Engagement, driving Digital Self Service, improving NPS, enabling Call Deflection
Partner with external Creative Agencies, internal Creative Agency (CCOE), Servicing Delivery teams, and product teams to ensure the creative strategy is executed cohesively across relevant channels.
Have the skillset to both help write communications, as well as evaluate if the communication is adhering to the strategy, principles, and guidelines for Servicing Communications and brand work. Ensure communications threaded across touch points (online assets, letters, emails, SMS, etc) while executing flawlessly.
Review creative, content and copy with an eye for customer experience and copywriting - ensure the right message hierarchy, tone, language, and user experience in order to make it easy, interesting, and appealing for our customers to get the information they need.
Provide guidance and partner with other Servicing teams on messaging and tone that should be implemented across servicing communications.
Ensure Control/Compliance policies and procedures are closely followed throughout all creative development processes.
Succeed against identified metrics, manage budget, and ensure key stakeholders are effectively working together.
About Citi Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
Citi's Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients' and the public's trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.
Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.
7+ years in Business, Customer Experience, Communications, or Marketing Strategy.
Superb storytelling, PowerPoint, writing, and presentation skills.
Strategic orientation with proven ability to understand larger landscape, but delve into details in order to ensure that we are connecting the dots between different projects.
Innovative thinker with the ability to challenge the status quo and come up with creative solutions to solve problems and overcome hurdles.
The ability to identify, source, and analyze data and information from available sources primary and secondary), identify trends, join the dots and draw conclusions to inform key business decisions.
Strong customer centric focus and past achievement in applying a customer mindset to shape solutions and approach to realize marketplace potential and meet financial goals.
Passion and knowledge of digital customer experience best practices across desktop, mobile, and tablet. Knowledge of mobile first principles.
Adaptable, Bold, Collaborative, Courageous and Determined and operates with a lot of Empathy both in internal interactions and for the customer.
Strong leader, with excellent interpersonal skills and ability to influence, collaborate and communicate across all levels and across lines of business, internal resources and external vendors.
Self-Aware and comfortable operating in a highly matrix, complex arena.
Internal Number: 6059313
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