Job Description

Customer Experience Strategic Growth Manager

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citis Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients and the publics trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

Background & Position Summary

The Customer Experience (CX) Strategic Growth Manager role will be part of the Customer Experience Strategy and Engagement organization within US Consumer Customer Experience and Service Excellence. The mission of the position is to help create a world-class customer experience for all Citi customers in our Cards and Retail Bank organizations by using data, competitive research and customer feedback.

This role will create and execute on CX strategies with key business partners. The CX Strategic Growth Manager will identify gaps in customer satisfaction and create specific execution plans to drive product, people and process improvement strategies across every customer touchpoint and determine what the ideal experience should look like for each customer segment and channel.

Candidates should have knowledge of customer experience methodologies including competitive research, CX analytics, customer communications and frontline servicing models.

Key Responsibilities

* Identify Citi customer wants and aspirations and determine how Citi current and future capabilities can align to fulfilling those desires
* Develop and execute new CX strategies where gaps exist
* Partner and advocate for these strategies with cross-functional partners to identify and implement policies, procedures and processes to realize the vision of CX
* Provide thought leadership and expertise on best-in-class CX and clearly define what CX should look like for each core Citi segment
* Work with partners in Legal, Compliance and Business Practices to align segment strategy with regulatory requirements.
* Work with business, segment and channel heads to establish measurable CX Key Performance Indicators and scorecard goals

Candidate Qualifications

* Passion for making the lives of Citis customers easy
* Demonstrated experience in Analytics as well as new product design and development.
* Strong mix of CX, Operational, Product and Analytical skills
* Excellent communication skills and ability to communicate and present to stakeholders in all levels of the organization
* Strong sense of accountability, decisiveness, proactivity, and intellectual curiosity with the ability to work independently and take ownership
* Bachelor's degree with 5+ years of relevant experience (in Customer Experience, Operations, Marketing or Product Development)

This position may sit or work remotely in any US Citi Operations site location.

-------------------------------------------------

Job Family Group:

Marketing

-------------------------------------------------

Job Family:

Customer Experience

------------------------------------------------------

Time Type:

------------------------------------------------------

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries (Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View the EEO is the Law poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting