8 days old

SVP, CX Transformation Strategy

Citigroup
Jacksonville, FL 32232
The US Customer Experience (USCX) Transformation team is seeking an SVP, CX Transformation Strategy role to help accelerate the USCX evolution. More specifically, this role helps create and execute on a CX business strategy to drive Citis customer-centric mindset. This SVP will leverage CX insights, best practices, and recommendations to compel action across the lines of business stakeholders to achieve business and CX priorities.


**RESPONSIBILITIES:**


+ Have a view to all initiatives within the line of business that impacts CX and ensure coordination between business and non-business support in relevant workstreams. This includes helping to create a compelling, unified narrative that marries LOB strategic priorities with the CX transformation agenda.

+ Dedicate support to a line of business by becoming knowledgable about that line of business and its priorities.

+ Define current CX experiences and key opportunities across the line of business using data, insights, and customer feedback.

+ Work with the LOBs and CX teams and to enable alignment to key CX focus areas and related priorities. Work with the LOB key stakeholders to garner support, resources and funding for key priorities.

+ Deliver a seamless working relationship between the USCX team and the LOBs in the execution of CX strategy.

+ Involve key partners in the creation and socialization of CX recommendations and priorities.

+ Pursue adoption and action within the line of business.

+ Influence prioritization and roadmaps to drive CX execution


**Required Skills**


**** **Familiarity with the line of business products and key stakeholders within.**


**** **Understanding line of business objectives and competitive landscape.**


**** **Excellent communication and interpersonal skills. Ability to build strong relationships with senior managers and become a trusted advisor.**


**** **Understanding of key CX data points (e.g. NPS, Complaints, Call drivers, other customer feedback data) and how they influence CX decisions.**


**** **Proven record of strong storytelling and the ability to influence stake holders.**


**** **Proven track record of delivering complex change and initiatives in a multi-function environment and deep knowledge of Business P&L**


**** **Project management**


**** **Ability to build business cases**


**Additional Skills**


+ Previous interaction with business champions and ambassadors.

+ Being able to encapsulate the voice of the customer through data to drive prioritization

+ Actively participates in driving initiatives to implementation.

+ Can drive regular and meaningful cadence with the LOB and USCX partners

+ Ability to create a scrum approach to execution against key priorities.

+ Is heard with senior managers to influence roadmap and critical decisions.


**Qualifications**


+ 8+ years of relevant experience (in Customer Experience, Strategy, Operations, Marketing)

+ Strong project management skills

+ Passion for making the lives of Citis customers easy

+ Demonstrated track record of collaboration across multiple business groups, with the ability to build strong networks and relationships

+ Strategic thinker with ability to influence others across the organization

+ Comfortable with numbers; able to build business cases to support key initiatives

+ Experience in driving culture change

+ Strong sense of accountability, decisiveness, proactivity, and intellectual curiosity with the ability to work independently and take ownership.


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**Job Family Group:**


Marketing

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**Job Family:**


Customer Experience

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**Time Type:**


Full time

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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)


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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.

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

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SVP, CX Transformation Strategy

Citigroup
Jacksonville, FL 32232

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