Citi Group Employee Experience Program Manager 

United States, Florida, Tampa 

781565082

Employee Experience Program Manager

By Joining Citi, you will become part of a global organization whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress.

This role is a senior level position reporting to the Head of HRP&D Process Design & Re-engineering. The overall objective of the role is to improve the employee and manager experience when interacting with the HR solutions delivered by HRP&D and when using the Workday and ServiceNow systems.

• Support the HRP&D team to deliver process design and re-engineering solutions ensuring the employee and manager experience within Workday and ServiceNow Systems is at the foremost in design thinking.
• Create evidence-based insight to guide Workday and ServiceNow technology and process design and re-engineering.
• Responsible the continuous improvement of existing Workday and ServiceNow system design to enhance the Employee and Manager experience, and for testing new design and trialing new ideas in Workday and ServiceNow sandboxes.
• Identify priorities and opportunities for re-engineering and change.

What you’ll do

• Communicate effectively and present designs utilizing data and different techniques to identify and understand users and their needs.
• Employ a wide range of skills, interviewing users, creating detailed plans, understanding and extrapolating data, facilitating workshops, presenting research findings to optimize the employee and manager experience.
• Create experience maps that illustrate multiple user journeys within a service – using highlights and pain-points across the journey to map out opportunities and recommendations to improve the experience.

• Understand and help resolve design-centric process and technology disputes across varying levels of complexity and risk.

• Communicate effectively across the organization, understanding making complex and technical information simple and accessible for non-technical audiences.
• Lead usability testing, user research sessions and other evaluations as necessary to validate designs.
• Review and present designs and support decisions using an evidence-based approach.
• Measure, monitor and report impact and progress to senior stakeholders.

What we’ll need from you

• Relevant experience
• Extensive background in user experience design.
• A desire to understand human behavior and analyze activity.
• Knowledge of, and practical experience in, multiple research and user testing techniques to elicit valuable information from users (e.g. card sorting, customer journey-mapping, usability testing)
• Experience designing and leading workshops to brainstorm, collaborate across multi-disciplinary teams.
• Business line experience desirable with previous accountability for driving client experience initiatives preferred.
• Workday and ServiceNow experience preferred

Qualifications

• 10 years plus experience
• Extensive background in user experience design.
• A desire to understand human behavior and analyze activity
• Knowledge of, and practical experience in, multiple research and user testing techniques to elicit valuable information from users (e.g. card sorting, customer journey-mapping, usability testing)
• Experience designing and leading workshops to brainstorm, collaborate across multi-disciplinary teams.
• Business line experience desirable with previous accountability for driving client experience initiatives preferred.

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

Time Type:

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