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Citi: Global Client Experience Alignment And Prioritization Lead

Citi

This is a Full-time position in Grapevine, TX posted August 1, 2021.

The Global Client Experience (CX) Alignment and Prioritization Lead is responsible for driving the consistency and progress across key ” Must win” areasas part of the overall CX Transformation.

The role will interface with the respective CX heads across North America, Mexico and Asia as well as key partners from Operations, Digital, Design, Operations, Technology and Marketing.The Global CX Alignment and Prioritization Lead is a pivotal role in Citi’s Client Experience transformation and will ensure a strong cadence and prioritization of global themes and initiatives to ensure consistent execution, processes and governance frameworks are in place.The Global Client Experience Alignment and Prioritization Lead will work with the most senior Leaders across GCB both at a Regional CEO and Regional CX level.

They will also work across Operations, Technology, Retail Banking, Wealth Management, Deposit Products, Insurance, Mortgage, Marketing, Digital Banking, Small/Med Business, Credit Cards, Personal Lending, Controls, Fraud, Collections, Customer Service, and more and across all geographies to deliver the CX Transformation.This is a pivotal role in the Citi’s CX transformation journey.

The role will work across all GCB senior stakeholders to drive the progress across key must win areas within 3 strategic streams of work: ‘fix the basics’, deliver best in class experiences and transform the culture around Client Obsession.

This demands the ability to negotiate and trade off with the most senior managers across the regions, influencing stakeholders from across the business around prioritization and then building a delivery framework to ensure continual accelerated progress.

Advanced communication and diplomacy skills are critical persuading and influencing key stakeholders.

The candidate will need to demonstrate strong leadership skills, leading GCB globally so we meet our commitmentsPrimary responsibilities:* Enable the global CX Transformation by developing the overall strategy against key ‘must win’ areas in partnership with the Regional CEOs and their CX, Digital and Design heads to deliver best-in-class client experiences* Develop and drive best in class CX standards across channels (Digital, Branch, Citiphone) and client engagement (Communication)* Remove regional silos and duplication of effort, driving cross-regional engagement and alignment* Feeding back to Regional CEOs and the Chief Customer Officer progress on key enablement across the Global CX Transformation, share best practice and key learnings to drive further effectiveness and global leverage.* Drive end-to-end ownership across key ‘must win’ outcomes for GCB in the CX space aligned to client and business performance and impact, partnering with internal and external partners to execute and drive change* Influence and drive Regional CX teams to build and enhance their client experience and client journeys across key client channels (Digital, Call Centre, Branch)* Influence and drive Regional CX teams to build and enhance their client engagement approach through consistent CX standards and communications* Industrialize Citi’s approach to mystery shopping and journey enhancement to deliver best in class experiences across 3 geographies* Lead key global journey scrums and drive alignment across 3 Regional CX teams to effectively and consistently execute vision* Develop the strategy and framework for execution across key priority areas, driving Global consistency to deliver remarkable customer experiences at every touchpoint* Develop external CX benchmarking capability and strategy for differentiation, defining key areas we want to be #1* Develop Global roadmap across key capabilities and CX enablers to drive differentiation* Work closely with the 3 Regional CX leaders to implement and successfully execute the strategy* Strategically manage vendors as well as management consulting firms to be able to develop and utilize project resources for key initiativesThe role and responsibilities outlined above support the Global Consumer Bank across North America, Mexico and Asia (19 countries) and is responsible for the global alignment and prioritization of large-scale CX transformation to ‘Be the Best for our Clients’.

This includes developing, leading and driving the strategic direction across 3 core elements: to identify and remove client friction across all channels and experiences, building best in class experiences across all key client interaction channels and building the culture of Client Obsession.

The Global CX Alignment and Prioritization Lead will be responsible for developing the roadmap and approach for key must win areas of the strategy across all geographies as well as interdependencies between these streams and leading and influencing the Regional CX leads to execute.Qualifications:* 10+ years of experience working in consumer banking client segments, product, strategy planning.Education:* Bachelor’s/University degree, Master’s degree preferredThis job description provides a high-level review of the types of work performed.

Other job-related duties may be assigned as required.Additional Qualifications:At least 8+ years broad experience in transformation roles across large, complex cross-company transformation programs.

Demonstrated track record of having worked on large, strategic cross-functional projects and proven ability to take manage, track and drive ownership and output independently while utilizing Design Thinking methodology to drive client experience.This is essential as the Global CX Transformation is large and complex, covering 3 core geographies and multiple markets across North America, Mexico and Asia and the role requires the ability to proficiently define and track the strategy against key must win areas that will drive differentiation for Citi and radically improve the client experience across key client moments of truth.

This leader will need to define success and ensure action and accountability through the development and execution of transformation plans for each geography (including definition and timing of workstreams, deliverables and other milestones against commitments and dependencies) to ensure the successful execution and delivery against the Global CX Transformation objectives.High level of maturity and strong leadership skills are necessary to interface and manage stakeholders at a senior leadership level, to drive and accelerate execution.* Commercial skills for corporate engagement* Strong business planning and strategic skills* Very strong communication skills* High level of energy, with strong collaboration and persuasion skills* A passion for delivering excellence in all aspects of the client experience* A good understanding of retail financial services* Comfortable operating in a large, multicultural and “matrixed” organization that is geographically dispersedThis position may consider other Citi site locations within North America, APAC and Mexico-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

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