• Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Citibank Berhad
  • 18 Dec 17

Customer Experience and Quality Head

Customer Experience and Quality Head

  • Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur
  • Education: Bachelor's Degree
  • Job Function: Operations
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17070701


Job Purpose:

The Head of Customer Experience is responsible to drive customer voice through the organization to delivery of Remarkable customer experience (CX) journeys. To deliver this objective, this leader works in close partnership with Business and Channel heads to drive continuous improvement in customer experiences. The leader also works in close partnership with the Regional Experience Team in implementing relevant regional initiatives and other capabilities that are aligned with global priorities. This role is responsible for building client loyalty, which supports strong revenue growth. To achieve results, this role will deploy and manage Customer Metrics, own NPS and develop Insights and Analytics based on customer feedback from all sources, embed a Client-Centric culture and manage the Customer Solutions/ Complaint Management Process for the country. 
Key Responsibilities:
  • Determine the need and monitor our competitive position in customer experience through data analysis from customer feedbacks and complaints data to ensure competitive lead in NPS
  • Own the management and deployment of the NPS System, reporting, customer analytics, insights, close feedback loop and identification of improvement opportunities
  • Manage and own Complaints Management program, including governance, reporting and identification of pain points and remediation solutions
  • Responsible for management and analysis of customer complaints and enhancing the customer experience based on data driven conclusions from this insight
  • Work in partnership with Business and Channel teams in representing the interests of the client in all service process and communication initiatives
  • Work in partnership with Regional Customer Experience, Journey Management and Customer Analytics teams
  • Provide thought leadership and creative solutions, supporting the organization's drive to remarkable objectives in line with regional and global level
  • Represent the bank in business reviews with Regulators bodies with regards to the Complaints Process/ Management
  • Develop client centric process, experience and customer communication transformations based on opportunities identified through multiple customer listening channels
  • Responsible for deployment of global/ regional Customer Experience tools
  • Responsible for overall management of the Customer Experience budget
  • Responsible for driving improvements in eNPS, through awareness and education programs
  • Lead and develop an effective team through communication, performance management, development plans. Cultivate an environment that supports diversity and reflects on the Citi brand


Qualifications and Competencies
  • A minimum of 10 years of experience financial services preferred
  • Broad based experience in Service, Marketing, Business Process Engineering, Customer Research & Technology
  • Sound Knowledge of the Financial Services industry
  • Pragmatic problem solver and forward thinker with a unique customer focus
  • Strong track record of achievement in applying a customer mindset to shape solutions and approaches that enable the organization to realize marketplace potential/achieve financial goals
  • Able to responsibly challenge the status quo to create remarkable customer experiences
  • Demonstrated ability to synthesize information, prioritize business goals and drive results with a high sense of urgency
  • Able to build a persuasive case and create interest and buy-in across a wide range of stakeholders; create a strong network of relationships among peers, internal partners, decision makers and stakeholders
  • Ability to develop commercially viable solutions in driving CX change
  • Accomplished change leader, demonstrates resilience to set-backs
  • Long-term vision and leadership stamina to maintain the course within a constantly changing environment
  • Strong written/verbal communications, interpersonal and influencing skills
  • Franchise player.  Broad, critical thinker with the ability to effectively leverage the capabilities of the organization to meet business priorities