The Customer Experience Mgr is accountable for management of Citi's Client Obsession Transformation for the APAC and EMEA region. This role is the direct partner for all country Client Obsession teams across the region - building a strategy and strong execution plan to drive action and business impact across key pillars of work. T his role oversees multiple work streams within the regional team and is responsible for driving the overall impact across key metrics including NPS, Client Obsession Closures and Complaints.
Drives efforts to dramatically improve our customers' experiences and to close the gap to our competitors, and to embed a customer excellence into the organization.
Interacts at high levels and builds trusted partnerships across lines of business.
Drives and advocates for customer experience projects
Oversees and identifies a pipeline of work eliminating cross channel pain points impacting customer experience directly and indirectly.
Ties customer experiences together in a single view by engaging the right teams to eliminate pain points and design remarkable experiences in the end to end servicing model.
Partner with customer experience project manager to build and manage projects for customer experience to ensure readiness for and responsiveness to any key business initiative, e.g. New product launches, new servicing strategies, pricing changes, presidential or other customer escalation, defect in policies,etc.
Drives the identification of and creates a pipeline of escalation initiatives to support, re-engineer, and execute in a more efficient manner the removal of significant pain points in customer experience that would not be identified and solved through normal action committees or channels. Potential solution initiatives could include defects in policy, set up and cross channel issues.
Establish/maintain strategic relationships with key partners and constantly pursue performance and customer experience opportunities.
Creates and manages an infrastructure to support and handle customer experience escalation issues and provide a forum in which to resolve highly visible customer concerns that would not or could not be handled in the traditional channels.
Actively manage a team of analysts through all elements of the employee life cycle
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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
10+ years of experience working in consumer banking client segments, product, strategy planning.
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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