Citi Group Head Customer Servicing & Experience SVP 

United States, Florida, Jacksonville 

907014632

This role will be responsible for the following:

• Responsible for overseeing a company's entire travel customer service operations, developing customer service strategies, setting performance metrics and ensuring customer satisfaction.
• Collaborate internally and externally to maintain a positive brand image through excellent customer support.
• Focus on optimizing customer experience and achieving business goals through effective service delivery.
• Develop and implement comprehensive customer service strategies aligned with travel strategy.
• Identify trends and implement initiatives to enhance customer experience.
• Monitor customer service quality through regular quality checks and audits.
• Handle escalated customer complaints and complex issues.
• Collaborate with marketing and product development to ensure seamless customer journey and identify new product enhancements

Qualifications:

• 10+ years of experience and a successful proven track record of leading customer experience and call center transformation
• Consistently demonstrates clear and concise written and verbal communication & can tell the story in executive level presentations.
• Proven track record of being customer obsessed and understanding the needs of the customer.
• Ability to lead and collaborate with cross functional teams within a matrixed organization .
• Self-motivated with a passion to build best-in-class programs.
• Excellent relationship skills and ability to form strong networks.
• Travel Industry knowledge/experience preferred.

Anticipated Posting Close Date:

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