• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 2019-04-19

GCG Regional Head of Customer Experience Performance

GCG Regional Head of Customer Experience Performance

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 18047645


Description

Headquartered in New York and with its Regional Headquarters in Singapore, Citi ' s Global Consumer Bank offers a wide range of financial products and services across retail banking, wealth management, insurance, mortgages, credit cards and loans to approximately 57 million clients worldwide. The Asia Consumer business has a presence in 16 countries (including 3 in Europe and 2 in the Middle east), serving over 17 million clients in some of the fastest growing economies in the world. With more than a century of presence in Asia, Citi is competitively well-positioned to grow its high-quality client base by building on its urban presence to create a scalable digital business, leveraging its unique strengths as a globally recognizable brand and financial innovator.
The Regional Customer Experience Performance team is responsible for  driving c ustomer  engagement through  customer journey focused experience design, rigorous tracking and optimization of app and channel performance, and continuous improvement of cross channel end to end customer experience. The team also owns NPS metrics, solves customer pain points and benchmarks our performance with the competition.
Enabling our customers to bank through a consistent and frictionless customer experience, this role will simplify how we operate and create better experiences for our frontline teams and clients.  Identifying opportunities and implement differentiating experience based on customer insight, new technology and distinctive value proposition.
Bringing the voice of the customer to life, the regional Head of Customer Experience Performance will champion  a common understanding of what being customer-centric really means. They will bring customers and their needs to life in rich detail.
Working closely with the senior leadership team they will identify and remove friction points and channel failures from all aspects of the customer experience. They will be empowered to deliver solutions to these across all client channels.

KEY RESPONSIBILITIES
· Develo ping  regional customer experience performance framework  including customer feedback collection, insight analysis, and action plan to resolve the issues and close the expectation gap. Identify opportunities to create service differentiation through customer insights, competitive benchmarking, emerging technology and partnership.
· Establishing a Customer Experience Council with key members of the Regional Senior Leadership team to ensure the right attention and decision making is in place.
· Ensuring we look at processes end to end, driving collaboration between sales distribution, ops and technology teams around removing friction points
· Delivering the right tools and training to our frontline teams so that they deliver the desired customer experience   
· Turning off assisted channels for services that are better served digitally
· Working with compliance and risk management to create and shared pathway on how we reduce risk and customer friction at the same time     

Qualifications

· 10+ years of relevant experience in a large scale consumer product/services business · Strong leadership skills with an ability to manage and motivate large teams · A passion for delivering excellence in all aspects of the client experience · A good understanding of retail financial services · Experience in mass market consumer products or services would be an advantage · Very strong business planning and strategic skills · High level of energy, with strong collaboration and persuasion skills · Comfortable operating in a large, multicultural and  "matrixed"  organization that is geographically dispersed · Degree required; MBA or other relevant advanced degree preferred.