Citi Group US Personal Banking Customer Experience Service 

United States, District of Columbia, Washington 

308485175

Responsibilities:

• Serves as the deeply insightful resource on client needs and requirements across all channels, all journey phases, and all touchpoints for assigned Line(s) of Business (LoB)
• Understands and advises on client and colleague impact to decisions being made.
• Works with Customer Experience LoB Leads & Strategy Design Leads to identify and highlight possibilities and potential impact to business decisions at hand.
• Facilitates cross-functionals workshops using a variety of service design, systems thinking, design thinking and systemic design techniques.
• Owns the prioritization of moments with a given journey – identifying which moments have a disproportionate impact to our clients and business
• Designs potential solutions to jumpstart business conversations
• Conducts Design Research and design thinking experiments to validate hypotheses, drafted designs, and give decision makers confidence to move forward.
• Works with CX and business teams to articulate and advocate for future-state experiences
• Serves as a resource for CX teams seeking to resolve friction points in our current state journeys – helping them identify how to leapfrog in the marketplace.
• May act as a project manager for complex and cross-functional initiatives that are critical to ensure success at important touchpoints throughout the journey.
• Analyzes, converts, and connects data from an array of sources and deliver digestible and actionable insights.
• Provides constant feedback to the teams delivering on the journey and helps them follow a vision.
• Advocates for journey prioritization across different business, business function and operational teams
• Leverages journey metrics to pre-emptively identify and potentially solve less than ideal delivery of our experience.
• Understands client needs and how those needs are aligned with business objectives
• Builds close relationships with key stakeholders
• Appropriately assesses 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, and 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:

• 4+ Years of Experience in Customer Experience, Design, Innovation, Human-Computer Interaction, Human Factors, or a related field
• Experience developing customer journey maps and service blueprints for complex offerings
• Experience with design thinking and related methodologies
• Workshop facilitation skills, both remote and in person, with a variety of participants including executives
• Visual communication skills – specifically in mapping, diagramming and storytelling
• Ability to collaborate and indirectly influence others
• Strong problem-solving and project management skills
• Strong interpersonal and written communication skills

Anticipated Posting Close Date:

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