Job Description

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. For the past 200 years at Citi, we have been helping clients move from ambition to achievement. Our company has been one of the foundational components of today\xe2\x80\x99s modern financial infrastructure \xe2\x80\x94 this gives us a level of unmatched expertise in tackling the world\xe2\x80\x99s most complex challenges and connecting across capabilities to enable lasting progress for our clients.

We attract and nurture local talent from all over the world, ensuring our people are both deeply attuned to regional needs but also bring a global mindset to help clients, communities and nations move forward. Our culture is fueled by people with the passion to push beyond borders and boundaries, the wisdom and courage to do what\xe2\x80\x99s right, and the vision and forward compatibility to continuously evolve and innovate to support our clients\xe2\x80\x99 growth.

Citi Commercial Bank (CCB) has operations in over 40 countries with local expertise contributed by in-country commercial bankers. CCB embodies our unique purpose as a global bank of choice for trade oriented, mid-sized companies who see us as trusted thought partners that bring simplicity and efficiency in an increasingly complex world, client-centric solutions for long term growth and pave the way for them to reach across borders and achieve their global vision. CCB targets clients with revenues between $10MM \xe2\x80\x93 $3BN and supports a range of financial solutions: treasury and trade solutions; term and working capital financing, and foreign exchange and interest rate derivatives products.

The EMEA CCB Client Experience Head is a newly created position in the business that provides leadership and direction to team(s) with the responsibility of improving the client end-to-end experience. This role will work closely with the coverage organization (Mid-Corporates, Emerging Corporates, CCB Next) and key senior CCB partners and their teams: Treasury & Trade Solutions (TTS), Business Services Unit (BSU), Account Services Unit (ASU), Commercial Lending Management (CLM), Risk, CCB Digital Platforms including CitiDirect Commercial, and Markets to review, transform, and implement improved processes to enable an exceptional client experience in every point of the client journey, including international expansion.

Strong communication, influencing, and diplomacy skills are required to advocate for CCB clients within the broader Institutional Clients Group (ICG). This Director will play in a critical role in ensuring achievement of increased growth plans and will lead, coordinate, and manage activities to keep the region on track. The individual will be expected to work at a high level of independence and execute across functions, geographies, and hierarchies in delivering on CCB\xe2\x80\x99s Client Experience roadmap.

RESPONSIBILITIES

• Collaborate with key partner groups to review, redesign, transform, and implement target state end-to-end client experiences for CCB\xe2\x80\x99s specific client needs, with a focus on removing friction from our processes and taking a holistic view of a typical client journey;
• Based on desired end-state, help create a roadmap of prioritized activities to achieve the optimal state, taking into account both client and employee feedback;
• Review roles and responsibilities of client support functions, identifying areas of improvement and clearly communicating to staff who is responsible, accountable, consulted, informed (RACI) for each key activity, with the goal of mapping current to future state;
• Serve as the primary contact for partner organizations (TTS onboarding, Service, BSU, ASU, etc.) regarding process redesign and operational effectiveness;
• Utilize data and qualify end-user feedback to identify, reengineer and implement market-leading initiatives that elevate client delivery while optimizing operational efficiency;
• Develop, with key partner groups, performance metrics and service level agreements to measure and sustain effectiveness in delivering end-to-end client excellence; track and measure progress both within CCB and of our partner groups;
• Understand and influence required training plans for key partners to deliver on their commitments;
• Partner with digital transformation and platforms teams to ensure client experience and process redesign initiatives are prioritized on internal and external facing platforms;
• Engage with external surveys such as Greenwich Surveys to understand client engagement analysis, including a deep dive on competition analysis for service delivery and NPS scores, and create a framework for assessing customer experience / engagement with competition;
• Drive adoption of tools and processes that will improve the client and employee experiences;
• Own the ongoing, consistent client feedback mechanisms (Voice of Client survey, pulse surveys, joins client calls, Voice of the Employee survey, enhancements, etc.), ensuring the Business receives timely, relevant and actionable feedback from clients and employees;
• Communicate priorities, roadmap and progress to CCB management and staff;
• Build tailored project plans and project governance frameworks, producing metrics and creating presentations to provide meaningful updates for a wide range of audience, including senior leadership, town halls, etc.;
• Craft relevant internal project communications in partnership with marketing to update and energize bankers, product sales, operations partners and others around our client experience transformation;
• Monitor client attrition and proactively intervene on client issues when appropriate; and
• Continually innovate client experience, monitor and understand market changes and drive necessary innovation to meet and exceed the changing needs

SKILLS

• Experience in multi-jurisdiction and complex settings with multiple stakeholders;
• Highly collaborative team player with strong influencing skills;
• Innovative and problem solving mindset;
• Strong understanding of Commercial or Corporate banking;
• Comfortable working with senior level executives, using strong influencing skills to achieve desired results;
• Experience managing strategic partnerships across businesses;
• Demonstrated understanding of complex projects and processes;
• Ability to help size and prioritize large-scale initiatives;
• Demonstrated track record in delivering client-centric initiatives and propose recommendations on actions and KPIs to improve client experience;
• Proven strategic planning and presentation skills, ability to conduct research / analysis and organize findings;
• Experience with partnership management, business development, and strategic planning; and
• Self-starter with strong organization skills and takes initiative once given direction/ framework to execute with minimal oversight.

Job Family Group: Customer Service



Job Family: Institutional Client 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\xe2\x80\x9d) 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 .

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