Citi Group Head Client Experience Citi Commercial Bank 

United States, New York, New York 

556830126

Strong communication, influencing, and diplomacy skills are required to advocate for CCB clients within the broader Banking organization. This Director will play in a critical role in ensuring achievement of increased growth plans and will lead, coordinate, and manage activities to keep the region on track. The individual will be expected to work at a high level of independence and execute across functions, geographies, and hierarchies in delivering on CCB’s Client Experience roadmap.

Responsibilities:

• Collaborate with key partner groups to review, redesign, transform, and implement target state end-to-end client experiences for CCB’s specific client needs, with a focus on removing friction from our processes and taking a holistic view of a typical client journey
• Based on desired end-state, help create a roadmap of prioritized activities to achieve the optimal state, taking into account both client and employee feedback
• Review roles and responsibilities of client support functions, identifying areas of improvement and clearly communicating to staff who is responsible, accountable, consulted, informed (RACI) for each key activity, with the goal of mapping current to future state
• Serve as the primary contact for partner organizations (Services, onboarding, CitiService, etc.) regarding process redesign and operational effectiveness
• Utilize data and qualify end-user feedback to identify, reengineer and implement market-leading initiatives that elevate client delivery while optimizing operational efficiency
• Develop, with key partner groups, performance metrics and service level agreements to measure and sustain effectiveness in delivering end-to-end client excellence; track and measure progress both within CCB and of our partner groups
• Understand and influence required training plans for key partners to deliver on their commitments
• Partner with digital transformation and platforms teams to ensure client experience and process redesign initiatives are prioritized on internal and external facing platforms
• Engage with external surveys such as Greenwich Surveys to understand client engagement analysis, including a deep dive on competition analysis for service delivery and NPS scores, and create a framework for assessing customer experience / engagement with competition
• Drive adoption of tools and processes that will improve the client and employee experiences
• Own the ongoing, consistent client feedback mechanisms (Voice of Client survey, pulse surveys, joins client calls, Voice of the Employee survey, enhancements, etc.), ensuring the Business receives timely, relevant and actionable feedback from clients and employees
• Communicate priorities, roadmap and progress to CCB management and staff
• Build tailored project plans and project governance frameworks, producing metrics and creating presentations to provide meaningful updates for a wide range of audience, including senior leadership, town halls, etc.
• Craft relevant internal project communications in partnership with marketing to update and energize bankers, product sales, operations partners and others around our client experience transformation
• Monitor client attrition and proactively intervene on client issues when appropriate
• Continually innovate client experience, monitor and understand market changes and drive necessary innovation to meet and exceed the changing needs

Skills:

• Experience in multi-jurisdiction and complex settings with multiple stakeholders
• Highly collaborative team player with strong influencing skills
• Innovative and problem solving mindset
• Strong understanding of Commercial or Corporate banking
• Comfortable working with senior level executives, using strong influencing skills to achieve desired results
• Experience managing strategic partnerships across businesses
• Demonstrated understanding of complex projects and processes
• Ability to help size and prioritize large-scale initiatives
• Demonstrated track record in delivering client-centric initiatives and propose recommendations on actions and KPIs to improve client experience
• Proven strategic planning and presentation skills, ability to conduct research / analysis and organize findings
• Experience with partnership management, business development, and strategic planning
• Self-starter with strong organization skills and takes initiative once given direction/ framework to execute with minimal oversight

Qualifications:

• Collaborate with key partner groups to review, redesign, transform, and implement target state end-to-end client experiences for CCB’s specific client needs, with a focus on removing friction from our processes and taking a holistic view of a typical client journey
• Based on desired end-state, help create a roadmap of prioritized activities to achieve the optimal state, taking into account both client and employee feedback
• Review roles and responsibilities of client support functions, identifying areas of improvement and clearly communicating to staff who is responsible, accountable, consulted, informed (RACI) for each key activity, with the goal of mapping current to future state
• Serve as the primary contact for partner organizations (Services, onboarding, CitiService, etc.) regarding process redesign and operational effectiveness
• Experience managing in a global and matrixed environment including managing cross functional areas with direct and indirect reports (e.g. risk, finance, decision management, marketing, operations)
• Working knowledge of the different systems, theories, and practices relevant to a function as well as practical experience of multiple business cycles
• In-depth knowledge of industry and competitor products/services

Education:

• Bachelor’s degree/University degree or equivalent experience
• Master’s degree preferred

Anticipated Posting Close Date: