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Responsibilities:
Lead a team in the development of cultural trend reports, competitive reviews, opportunity assessments, target analyses, cross-channel audits, customer journeys, user research and usability studies, contact strategies and other CRM programs, business requirement definition, marketing plan development, digital roadmaps and much more
Partner closely on all aspects of the business including omni-channel design strategy, internal processes, design governance and flawless delivery of innovative solutions
Lead experience strategy teams to invent and execute breakthrough solutions
Manage all projects with agile methods ensuring that every project large or small starts with strategy and a well-defined problem to solve
Manage multiple work streams around the world with varying timelines and complexity with authority and passion
Have a deep understanding of the Citi product offering, the market in which Citi operates, and the target customers
Uncover rich insights from net promoter score data, digital analytics, first/second and third party research that can fuel remarkable solutions
Work with internal analytics partners to track the performance of the team’s solutions and use that data to inform the next iteration
Partner with head of the business to set the short term and long term design strategy
Co-develop high-level briefs that drive large-scale projects and support the Strategy Leads in the development of smaller initiative briefs
Package creative concepts and present to internal stakeholders in persuasive, articulate and compelling ways
Support the Managing Directors in the overall growth and development of the business capability across the company
Be a go-getter with an entrepreneurial attitude and passion for innovative solutions and brand experiences that enable progress for our customers
Manage the career development of cross-discipline resources and be a motivating and inspiring force in the company that gets the best performance out of people
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.
Qualifications:
6-10 years of experience
Banking or financial services experience
Business management mindset, with proven track record of results
Subject matter expert in the field of customer experience strategy with extensive experience collaborating with design, production, media and development teams
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.
Anticipated Posting Close Date:
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