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Global Head of Client Experience
Global Head of Client Experience
Role Overview
The Global Head of Client Experience is a senior leadership role responsible for defining, driving, and enhancing the client experience strategy across various Citibank business lines globally.
This leader will:
- Coordinate efforts to establish clear client experience metrics.
- Prioritize strategic initiatives.
- Leverage AI-powered analytics and automation to foster a seamless, personalized, and proactive client journey.
The role demands a highly collaborative and data-driven leader who can:
- Navigate complex organizational structures.
- Influence diverse stakeholders.
- Champion AI innovation to significantly elevate Citi's client satisfaction and loyalty.
Key Responsibilities
Strategic Leadership & Vision for Client Experience
- Develop and articulate a holistic global client experience strategy, aligning it with Citi's overall business objectives and digital transformation agenda.
- Drive a client-centric culture by embedding client experience best practices across all business lines and operational functions.
- Champion the adoption of AI and advanced analytics to gain deeper client insights, predict needs, and personalize interactions at scale.
Metrics Definition & Performance Management
- Lead the definition and standardization of global client experience metrics (e.g., NPS, CSAT, CES, churn rate, retention rate) across business lines (Services, Markets, Banking, Wealth, USCC).
- Establish robust methodologies for collecting, analyzing, and reporting:
- Client feedback.
- Performance data.
- Feedback categorization.
- Develop comprehensive dashboards and reporting mechanisms to provide real-time visibility into client experience performance.
- Identify critical drivers of client satisfaction and dissatisfaction through root cause analysis of client interactions and operational data.
Cross-Business Coordination & Prioritization
- Act as the central coordinator for client experience initiatives across multiple Citibank business lines, ensuring alignment and synergy.
- Facilitate workshops and governance forums to highlight client pain points and opportunities, involving:
- Business heads.
- Product managers.
- Operations and technology leaders.
- Prioritize client experience enhancements and initiatives based on impact, feasibility, and strategic alignment.
- Drive the successful implementation of cross-functional improvement initiatives.
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Client Journey Mapping & Process Optimization
- Lead end-to-end client journey mapping across business lines, identifying:
- Key touchpoints.
- Pain points.
- Moments of truth.
- Collaborate with operations and technology teams to redesign and optimize client interaction processes.
- Systematically integrate client experience improvements into:
- Product development.
- Service delivery.
- Operational workflows.
People Leadership & Culture
- Lead a globally distributed team focused on:
- Client experience measurement.
- Insights generation.
- Improvement initiatives.
- Cultivate a client-centric culture with:
- Empathy.
- Responsiveness.
- Continuous improvement mindset.
- Upskill teams in:
- Data analytics.
- AI tools.
- Client experience methodologies.
- Attract, develop, and retain top talent in client experience-related fields.
Stakeholder Management
- Serve as a key strategic partner to business heads, COO, Technology, Operations, and functional leaders, providing guidance on client experience.
- Present compelling insights and recommendations to senior leadership (C-suite, Board) on:
- Client experience performance.
- Strategic initiatives.
- Represent Citi in industry forums and engage with external experts to stay updated on trends and best practices.
Experience
Required Qualifications
- 15+ years of progressive experience in client experience, customer service, or operations leadership roles within a large, complex financial services organization.
- 5+ years in a senior leadership position managing:
- Global, cross-functional teams.
- Enterprise-wide initiatives.
- Proven track record in defining, implementing, and significantly improving client experience metrics and outcomes.
- Experience leveraging advanced analytics to derive actionable client insights and automate processes.
- Experience coordinating efforts across:
- Diverse business lines.
- Geographies.
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Leadership & Soft Skills
- Exceptional strategic thinking with the ability to translate client needs into actionable initiatives and measurable results.
- Outstanding executive communication and presentation skills to influence and engage diverse audiences.
- Superior cross-functional collaboration and stakeholder management in a matrixed environment to drive consensus and outcomes.
- Strong change management capabilities to lead cultural transformation toward a client-centric mindset.
- Highly empathetic, client-focused, and passionate about delivering exceptional experiences.
- Data-driven decision-maker with strong analytical and problem-solving skills.
Preferred Qualifications
- Advanced degree (MBA, MSc) in Business, Marketing, Data Science, or a related field.
- Certifications in Client Experience (e.g., CCXP) or project/program management.
- Experience in consulting roles focused on client experience transformation in financial services.
- Deep understanding of regulatory requirements impacting client interactions in financial services.
Job Family
Operations - Management Operations
Job Family Group: Management Leadership
Employment Type
Full time
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
For accessibility accommodations, visit Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster.
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Skills
Client Experience
Leadership
Data Analytics
AI
Stakeholder Management
Cross-Functional Collaboration
Change Management
Strategic Thinking
Communication
Problem Solving
Performance Management
Client Journey Mapping
Process Optimization
Team Development
Cultural Transformation
Customer Service
Location