Head of End to End Customer Experience

Citi is a large financial services institution with a very strong US Consumer Bank that is focused on growth and depending customer relationships. As part of this growth strategy, we are focused on our customers and delivering the best products, services and experiences to meet their needs and exceed their expectations. To deliver on that promise, we are expanding our Customer Experience Organization to provide more strategic focus to our customer journeys across the UI/UX of the customer, enablement of front line employees, integrating and updating systems and updating policies that don’t put the customer first. The Head of End to End Customer Experience will be a senior leader in the US Consumer Organization focused on a broad view of customer experience and transforming our key journeys to be best in class. The scope of this role is omni-channel and cross-functional and has accountability across the US Consumer business which includes Retail Banking, Credit Cards, Mortgages, Small Business and Personal Wealth.

The leader in the End to End Customer Experience role will be accountable for management of complex, multi-functional projects that cover changes to people, processes, policies and technology. The ideal candidate will have a breadth of experience across several of these disciplines, experience in marketing, digital and re-engineering as well as a passion for our customers. The leader in this role will also need to develop very strong relationships with partners across our franchise and bring in subject matter experts to advise and design critical parts of the journey – customer facing and back-end. This combined with a strong communication strategy and results focused discipline will be key to the success of this team and our organization.

Responsibilities:

• Leads large scale, end-to-end journey re-imagination across channels, functions, people, process and technology.
• Drives efforts to dramatically improve our customers’ experiences by identifying highest priority customer journeys to re-design and then implements.
• This includes a complete overhaul of major customer facing activities. This leader and team will design a new and improved journey that can be applied consistently and digitally across channels.
• To achieve this, the leader will need to assemble and lead a hybrid scrum team with key representation from business and functional partners to leverage SMEs to identify problems, design solutions and develop implementation roadmaps.
• Build relationships and communication plans to deepen customer focus across the US Consumer Organization and help Citi improve omni-channel experiences and position in external CX rankings.
• Projects will range in size and scale but all will have a material impact on core business metrics.
• Serve as a customer experience champion as a senior leader in the US Consumer organization and developing a communication plan to share strategy, approach and progress.
• 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.
• Develop and manage a balanced scorecard approach to evaluating projects and measuring success that aligns with core US Consumer priorities and commitments.

Qualifications:

• 15+ years of experience in a marketing, digital, re-engineering or customer experience including 8-10+ years of managerial experience;
• Experience in a leadership roles managing complex matrixed organizations

Education:

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

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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Grade :All Job Level – All Job FunctionsAll Job Level – All Job Functions – US

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Time Type :Full time

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