Client Experience Program Management Lead - US Branch Network

Position Summary

This position is responsible for managing client experience strategy and initiatives for the branch network.  The role will oversee strategic initiatives to enhance client experience performance.  In addition, this role will work closely with business leaders and process owners to identify root causes and develop action plans to address thematic client experience opportunities.    

Responsibilities

• Provide oversight of branch network client experience strategy and initiatives
• Leverage analysis and trends to identify thematic focus areas to improve client experience, utilizing client experience surveys, customer complaints and employee Tell-Us submissions 
• Partner with Client Experience organization to identify and track customer pain points impacting the branch channel.  Partner with process owners and stakeholders to drive resolution of identified pain points
• Manage leadership forums and working teams supporting Client Experience projects and programs for the branch network
• Collaborate with key stakeholders to plan, lead, and deliver analytical client experience deep dives on relevant topics to key stakeholders; help the business recognize challenges, identify opportunities, and build solutions to improve the overall customer experience
• Manage Client Experience projects across the branch network; lead the facilitation and coordination of cross functional change initiatives
• Create and deliver presentation content to broad audiences. Powerful storyteller; able to create compelling performance narratives, both written and visual, to translate customer’s feedback and/or complaints into actionable strategy for senior management and other key business stakeholders
• Maintain a high degree of compliance excellence by managing all Voice of Customer program documentation and reporting and be responsible for timely updates and accuracy
• Effectively communicate program and project status to multiple stakeholders including senior management on a timely basis
• Assess the competitive landscape and identify opportunities to enhance client experience
• Engage client facing and sales support teams for feedback and to identify opportunities for improvement in processes and client experience
• Leverage 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

Qualifications

• 6-10 years of relevant professional experience; bachelor’s degree required
• Ability to partner, present and negotiate with various levels within the organization, from senior executives to sales leadership and senior/mid-level managers
• Ability to influence and take ownership in a matrix organization
• Comfortable in ambiguous situations, self-starter, and self-learner
• Multi-tasking skills with ability to manage complex projects and meet strict deadlines.
• Ability to build presentations that convey a clear story supported by data findings
• Excellent communication skills and proven ability to interact with senior leadership
• Strong analytical, logical reasoning, and problem-solving skills required
• Ability to present relevant competitive information to senior management, business channels and cross-functional partners in a manner that enables proactive management action
• Attention to detail with emphasis on accuracy and quality
• Advanced Excel and PowerPoint skills are required
• Able to analyze Client Experience metrics both quantitatively and qualitatively across a variety of techniques, tools, and data sets
• Fearless leadership approach; able to change status quo thinking and drive customer experience improvements
• Thorough understanding of Customer Experience Principles, and performance measurement methodologies
• Stays abreast of current industry trends and best practices related to Client Experience

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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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Anticipated Posting Close Date:

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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.

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