10 days old

NAM Consumer Operations Customer Service - Head of Digital and IVR Strategy

Irving, TX 75062
We are seeking a **NAM Consumer Operations Customer Service Head of Digital and IVR Strategy** to lead the Digital Self-Servicing and IVR Operations Strategy and Execution for NAM Consumer Operations Customer Service (Brands, Retail Bank and Retail Services Cards). This role will have executive-level responsibility to drive disruptive and innovative technical thought leadership and new approaches to accelerate customer adoption of self-service technologies.

The Head of Digital and IVR Self-Service strategy is responsible for developing and executing a transformational self-service roadmap; role will include responsibilities for all operations self-service touchpoints, including: Credit, Collections, Customer Service, Fraud, and Core Operations. The responsibilities will include developing best in class strategies across all servicing channels to include IVR, Online, Messaging and emerging servicing channels.

This role will be highly engaged in collaboration with the Operations teams regarding reasons for channel breakage to help inform and shape the methods and strategy to drive for maximum self-service containment in with a focus on driving to channels that have low customer effort. Through technology this team will improve the experience for customers and our internal Customer Service team. This leader will help do design adoption for all users to drive key efficiency, and customer metrics.

The Digital and IVR Self-Service roadmap will focus on: cost reduction, best in class vendor solutions, accelerating speed, advanced insights and analytics, and consistency and connectivity of the client journey. This role will also work in close partnership with unique function specific self-service capabilities to include fraud and collections strategies. This position will report directly to the Head of NAM Consumer Operations Customer Service.

Specifically, the COO Digital and IVR Self-Service Operations Director will:

+ Ensure NAM Operations Customer Service Digital Servicing programs meet business needs and deliver performance that is consistent with targets.

+ Partner with NA Contact Center digital leads across Branded Cards, Retail Bank and Retail Services to execute common strategies and leverage best practices.

+ Bridge self-service channel with partner technologies

+ Aggressively test Best in Class market-leading self-service technology providers

+ Ensure connection between Contact Center and Marketing on common digital implementations.

+ Leverage business level successes and learnings across Brands, Retail Bank and Retail Services to drive a common client experience and approach where beneficial.

+ Mandate to dramatically increase rate of change

+ Data infrastructure design shift towards API enablement

+ Consistent customer treatment with continuous cross-functional, cross-channel journeys

+ Integrate and align with Next Gen Technology solutions

+ Identify and implement strategies that enhance agent knowledge and effectiveness at driving self-service adoption.

Position Responsibilities:

+ Stays abreast of emerging Digital technologies and competitive landscape

+ Manages business-planning initiatives for one or more large functional areas.

+ Ensures that the Ops & Tech organization is defining and implementing systems that are aligned with business strategy and goals.

+ Responsible for end results, budgeting, planning, policy formulation and significant contribution to future strategy of the group.

+ Decision making on Ops & Tech functions in terms strategic influence on the business and operations interaction with other functions or businesses.

+ Collaboration on medium- to long-term planning for broad issues affecting the business.

+ Resolve issues referred by subordinate managers and staff.

+ Responsible and accountable for hiring, staffing and maintaining a diverse and effective workforce.

+ Internally recognized Ops & Tech subject matter expert that influences the way things are done.


+ 3 - 5 years experience with direct responsibility as a leader in a technology focused organization, preferably with a 2+ year focus on self-service channel development including IVR, Chat, Virtual Assist, Natural Language and Artificial Intelligence. Background that includes designing Customer Facing technologies, strongly preferred

+ Demonstrated proficiency in testing new technologies in a customer-facing environment with proven results in a large organization

+ Proven experience in product design and test and learn methodologies.

+ Deep consumer product knowledge and passion for emerging technologies (e.g., IVR, Chat, DVA, Social Servicing, Artificial Intelligence, RPA, Data) and how they will change consumer experiences

+ Advanced level understanding of corporate technology infrastructure and customer facing technologies; proven proficiency in successfully implementing large scale technology change in a complex technology environment.

+ Customerfocused mindset and takes pride in creating an engaging and informative data-driven customer journey

+ Creative and passionate, driven by a desire for innovation and creation of amazing client experience smart risk taking outside the box thinking

+ Insight into the way that digital transformation is affecting industry and knowledge of best practices.

+ Deals well with ambiguous/undefined problems; ability to think abstractly

+ Advance level of experience in managing teams or large departments.

+ Ability to understand customer needs and manage expectations

+ Ability to adapt to a rapidly changing environment

+ Understanding of and experience in a large customer facing operating environment is a plus.

+ Technology or Retail Industry background is preferred

*This role may be eligible to sit at other US Citi Site locations*


**Job Family Group:**

Project and Program Management


**Job Family:**

Project Management


**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

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

NAM Consumer Operations Customer Service - Head of Digital and IVR Strategy

Irving, TX 75062

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast