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Global Client Experience Transformation Lead

Company: Citi
Location: Carrollton
Posted on: May 10, 2022

Job Description:

The Global Client Experience (CX) Transformation Lead is responsible for the overall CX Transformation success of 110+ million clients across GCB. The role will interface with their respective CX heads across North America, Mexico and Asia.The Global Client Experience Transformation lead will deliver the overall CX strategy, including tools, cadence and prioritization of global themes and initiatives to ensure consistent execution, processes and governance frameworks are in place and will instill a unified, client-focused mindset across GCB. Citi Global Consumer Bank has a strategic imperative to drive Client Experience transformation over the next three to five years.This leader needs to be a champion of transformation and driving organizational change to accelerate the CX transformation, in an environment where we are making significant change to the way we interact with clients, moving to digital-first sales and servicing and continuing to shutdown analogue channels. Key to success will be navigating existing transformation streams and driving alignment while ensuring the Client Experience remains at the center of our solutions. This role will require an innovative, strategic approach and ensuring alignment across geographies and stakeholders to ensure the success of the global transformation.The speed of change from analogue to digital and client's expectations based on the competitive set both inside and outside of the financial industry has accelerated over the last 5 years. With the majority of our financially active customers now connect with us digitally - mainly through mobile, this leader needs to be innovative in their approach to strategic development and highly adaptable to changing trends.Spanning over 3 core geographies with a total of 19 markets and multiple product lines (i.e Cards, Loans, Wealth Management, Insurance, Mortgage, etc) this leader much also have excellent communication skills to convince, negotiate and manage expectations of senior internal and external stakeholdersResponsibilities:Set the overall ambition - mindset and true north for the Regional Consumer Bank CEOs, CX Heads and respective Regional leadership teams, which will be cascaded down to all GCB employees.Co-own setting the Client Experience targets and the implementation of these with the Regional CX leadsDrive consolidation and better effectiveness of core CX execution activitiesRemove regional silos and duplication of effort, driving cross-regional engagement and alignmentFeeding back to Regional Consumer Bank CEOs and the Chief Customer Officer the progress across the Global CX Transformation, share best practice and key learnings to drive further effectiveness and global leverage.Creating and executing Citi's Client Experience strategic vision alongside Regional Consumer Bank CEOs and CX Heads to drive the CX transformation across North America, Mexico and AsiaWork closely with the 3 Regional CX Heads to implement and successfully execute the strategyDrive the people mobilization across regions and institutionalize the cadence and operating rhythmStrategically manage vendors as well as management consulting firms to develop and utilize project resources for key initiativesIntegrate the strategy with the Risk and Controls and Simplification Transformation work underway across GCBTrack and manage key global actions and regional commitments against goals, working alongside Regional CX leads to drive and executeDrive consolidation and effectiveness across core activities and remove regional siloes, ensuring elimination of duplication across regionsDeliver external benchmarking capability to enable and build Citi's global story around our Client Experience TransformationInfluence 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 changeDrive Global 'War Rooms' against key priority areas and drive customer satisfaction and preference (NPS) with a relentless and rigorous focus to deliver remarkable customer experiences at every touchpointInfluence and drive Regional CX teams to build and enhance their client experience and client journeys across all key client channels (Digital, Call Centre, Branch)The Global Client Experience Transformation Lead will work with the most senior Leaders across GCB - both at a Regional CEO and Regional CX level. They will also work across Retail Banking, Wealth Management, Deposit Products, Insurance, Mortgage, Marketing, Digital Banking, Small/Med Business, Credit Cards, Personal Lending, Controls, Fraud, Collections, Operations, 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. 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. Advanced communication and diplomacy skills are critical persuading and influencing key stakeholders.Qualifications:15+ years of experience in a marketing or customer experience including 8-10+ years of managerial experience;Experience in a leadership role managing complex matrixed organizations and global relationships,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:10+ years broad experience in transformation and strategic leadership roles, influencing up to and including CEO level, including managing large complex cross-company transformation programs with a demonstrated track record of having worked on large, strategic cross-functional projects and proven ability to take ownership and drive strategic output independently. 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 the transformation strategy, structure 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. A 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 leadership skills with an ability to manage and motivate large teams--- Very strong business planning and strategic skills--- A passion for delivering excellence in all aspects of the client experience--- A good understanding of retail financial services--- Experience in mass market consumer products or services would be an advantage--- High level of energy, with strong collaboration and persuasion skills--- 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

Keywords: Citi, Carrollton , Global Client Experience Transformation Lead, Other , Carrollton, Texas

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