14 days old

Customer Experience Design Lead

Irving, TX 75062
The Customer Experience Design Lead is responsible for our customers end-to-end, future-state journey for one or more Lines of Business. Our CX Design Lead is a collaborator and cultivator who works with partners across the organization and stewards our experience vision in a way that harmonizes the delivery of our collective experience delivery efforts. This includes efforts to close competitive gaps and leapfrog in the marketplace. Additionally, the CXDesign Lead ensures all CX teams are aligned with the journey vision for projects and efforts they are accountable for.


+ Works with CX Transformation and business teams to develop and drive the Experience Design strategy for our aspirational journey.

+ Garner support for our vision and initiatives that help us deliver on it

+ Facilitate the definition, alignment, and organizational roadmap to deliver on our desired future state.

+ Lead complex and cross-functional initiatives that ensure success at important touchpoints throughout the journey.

+ Commissions and guides research to identify challenges, opportunities & solutions to the customer journey.

+ Analyze, convert and connect data from an array of sources and deliver digestible and actionable insights.

+ Facilitates and conducts design thinking experiments to garner confidence in direction and move efforts forward.

+ Defines and prioritizes the journey backlog to deliver on the business vision and priorities.

+ Provides constant feedback to the teams delivering on the journey and helps them follow a vision.

+ Advocates for journey prioritization across different business, business function and operational teams

+ Works alongside CX teams to support transformative CX efforts in our business and create efficiencies as we work to remove friction in the journey.

+ Develops and monitors robust metrics throughout the journey from both the customer and organizations point of view.

+ Understands client needs and how those needs are aligned with business objectives

+ Builds close relationships with key stakeholders

+ Appropriately assesses risk when business decisions are made, demonstrating particular consideration for the firms reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, and 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


+ 10+ years of experience

+ Comprehensive knowledge of relevant domains, products & journeys

+ Skilled transformation leader. Extensive strategic program management experience.

+ Versed in the diagnosis, design and execution of omni-channel service capabilities.

+ Excellent communication & presentation skills, comfortable interacting with all levels of leadership. Highly experienced problem solver and facilitator with experience driving change in complex corporate environments.

+ Comfortable working with diverse, large scale teams and driving objective-focused facilitation.

+ Critical skills include process mapping, data collection & analysis, policy review and root cause identification.

+ Capable of leading diagnostic and co-creation sessions with internal partners to transform critical journeys.

+ Demonstrated analytical and financial skills to identify and drive impactful client experience transformation across critical omni-channel journeys.

+ Ability to collaborate and indirectly influence others

+ Strong problem-solving and project management skills

+ Strong interpersonal, verbal and written communication skills

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


**Job Family Group:**

Business Strategy, Management & Administration


**Job Family:**

Business Process Re-Engineering


**Time Type:**

Full time


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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .

View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)


Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.


Posted: 2022-05-13 Expires: 2022-06-12

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Customer Experience Design Lead

Irving, TX 75062

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