The Customer Experience Manager accomplishes results through the management of professional team(s) and department(s). Integrates subject matter and industry expertise within a defined area. Contributes to standards around which others will operate. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Has responsibility for volume, quality, timeliness and delivery of end results of an area. May have responsibility for planning, budgeting and policy formulation within area of expertise. Involved in short-term planning resource planning. Full management responsibility of a team, which may include management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations and may include budget approval.

Responsibilities:

• Responsible for all reporting and analysis for Customer Centric metrics including Key Performance Indicators (KPI) and Complaints across all customer interaction points and for all business segments.
• Focuses on outlier and summary reporting across all channels to multiple management and solution teams supporting complaint deep dive analysis to drive root cause resolution.
• Work with head of business and related Customer Experience councils to gather requirements for various analytics projects
• Design and implement strategies for development and maintenance of reporting and Business Intelligence projects related Customer Centricity KPIs and Complaint management.
• Design, execute, and manage outlier reporting for complaint capture in non-recorded channels (e.g., branches, specialized sales force)
• Conduct deep dive analysis on complaints for various complaint governance forums.
• Create and produce reporting for all levels of the organization
• Perform ad-hoc research and provide analysis on information to be used in future projects.
• Provide analytic support for work groups engaged in resolving customer pain points
• Work with outside vendors as needed, including creating and managing relationships with new vendors.
• Analyze results and make recommendations on opportunities for improvement to business management and functional owners.
• Interpret customer data (both quantitative and qualitative) as well as internal data to help inform customer experience strategy
• Create and develop analyses to help business recognize challenges, identify opportunities and build solutions to improve the overall customer experience
• Create and deliver presentation content to broad audiences
• Support customer-centricity initiatives across the organization
• Appropriately assess 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, 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:

• 6-10 years of experience in customer experience or marketing leadership, managing projects and stakeholders

Education:

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

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Front Line Digital Enablement 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.

Citi’s 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 public’s 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

Citi’s Global Consumer Bank (GCB) has a unique opportunity to leverage its consumer relationships and footprint, state of the art technology and leading consumer banking position to deliver customer value in a targeted and impactful way. Citi is optimizing its relationship structure to realize a fully integrated delivery model with technology at its core, where sales, marketing and product all work in concert on the cross-platform goals of the company to help us deliver a remarkable customer experience.

The US Consumer Digital (USCD) organization oversees the digital products and client experiences across Citi’s GCB. At the heart of everything that we do in USCD is a relentless focus on client centricity, taking a singular view of clients across GCB’s businesses. We are an empowered organization that moves fast to continuously improve our clients’ digital experiences. USCD organizes around domains that are aligned to our customer missions and this leader will be part of the Omni-Channel Strategy and Enablement group.

The Omni-Channel Strategy and Enablement team mission is to connect our digital capabilities to offline channels in order to simplify and enrich the lives of our customers and foster seamless omni-channel experiences. The Omni-Channel Strategy and Enablement team will help Domains understand key opportunities based on using the Voice of the Customer in Operational areas to address key experience and communication opportunities, while connecting their experiences, and ensuring the front line can easily service and advocate the mobile/digital first agenda to ensure customer engagement and servicing with Citi products is effortless.

Our team is passionate about connecting, creating, delivering, and enabling the promotion of consistent and seamless experiences to help customers effortlessly engage with Citi via digital servicing.

The key characteristics of the ideal candidate for this position are:

• Customer advocate – have customer intuition and continuously think like a customer. Bring the customer voice to all projects and ensure we are delivering experiences that are both right for the business and customer
• Continuous learner/ Experiential futurist – curious and constantly learning about the future of digital payments, understand digital and operational servicing trends and not only builds for our customers’ current challenges, also innovates and explores future needs
• Storyteller – leverage customer stories and perspectives, grounded in data, to build broad empathy for customers’ lives in order to highlight an opportunity or convey the impact of a customer issue
• Influencer – persuasively rally teams, often with different needs and demands, around the customer platform
• Collaborative partner – partner across businesses and facilitate working together across silos in order to harness insights and develop solutions that are best for the customer and align to Citi’s mission
• Data-driven mindset – anchor decisions in analytics and drive accountability of the customer experience through data and metrics
• Commercial mindset – drive digital adoption and commercial results through digital efforts
• Brand ambassador – strong advocate of Citi products and services, both internally and externally

Key Responsibilities

The core responsibilities of the Front Line Digital Enablement Manager in the US Consumer Digital organization include: (a) partnership across the business, Domain teams, Offline Channels (Contact Center Customer Service for Retail Bank and Cards, Bank Branches, etc.), Consumer Learning, Technology, and Control Partners (b) using qualitative and quantitative insights for opportunity development, (c) serving as an offline channel expert and delivering customer needs through providing education and tools to ensure front line, customer employees can best service and promote digital.

• Partner with offline channel leads (Contact Center Customer Service for Retail Bank and Cards, Bank Branches, etc.) and Consumer Learning on New Hire and Change Training. Ensure digital content is relevant as new features are launched, and develop process to support ongoing enhancements, aligned to domain roadmaps.
• Partner with front line teams for Cards and Retail Bank Contact Center and Branch channels on optimal servicing model for limited release digital features and functions
• Develop strategy and approach for front line employee digital servicing and promotion to support future customer self-servicing
• Ensure mobile and browser prototypes are updated in line with monthly digital release schedule
• Centralize process for content updates across lines of business and support front line teams with upcoming features based on domain roadmaps
• Partner with domain relationship owner and front line to develop optimal first and second line of defense, as well as escalations for 3rd party driven features and functions
• Partner with Operational and Digital & Consumer Insights teams to monitor and track KPIs and send out to Sr. Leadership on an on-going basis
• Build enhanced customer servicing tools that provide a more efficient and effective experience for our customers.
• Drive expansion and rollout of drive to digital pilots, including Sawgrass Communications tool, Digital Ambassador program
• Partner across functions to assess options, finalize recommendations, and implement new digital learning platform

Candidate Qualifications

• 5+ years’ experience in a consumer-focused company with operational and digital servicing experience
• Knowledge of operational servicing platforms to include agent desktop and IVR technologies; direct operational servicing experience preferred, but not required
• Knowledge of Credit Card and Retail Banking businesses and servicing environments preferred
• Customer focus; strong record of achievement in applying a customer mindset to shape solutions and approaches and to drive change/achieve business goals
• Strong leader with a passion for building world-class teams
• Strategic orientation; having a thorough understanding of omni-channel servicing trends and customer preferences
• Adaptable, Bold, Collaborative, Courageous and Determined and operates with a lot of Empathy both in internal interactions and for the customer

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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