Customer Service Associate, Mortgage Servicing
INTRUST Bank
Premium Customer Experience Lead, Senior Vice President
Citi
full-time
Posted on:
Location Type: Hybrid
Location: Wilmington • Florida, Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $156,160 - $234,240 per year
Job Level
Senior
About the role
- Design and execute on a strategic vision of our premium cardmember experience across new and existing touch points and journeys.
- Position will work in partnership with a number of internal partners (e.g., digital, technology, servicing, operations, fraud, risk, marketing) to define and build optimal client experiences from end-to-end.
- Design solutions to quickly resolve client pain points while also designing incremental opportunities and experiences that exceed client needs and better position Citi’s leadership in the affluent segment.
- Oversee a roadmap of CX enhancements, features, and capabilities with a multi-year strategy to drive deeper engagement with key cardmember segments.
- Survey and analyze competitive industry landscapes to identify relative trends, threats, and opportunities across the market.
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Requirements
- 10+ years of relevant experience in financial services
- ideally in a credit card or customer experience design related role serving Affluent, high net worth (HNW), and ultra high net worth (UHNW) client segments
- Demonstrated ability to build internal relationships with broad stakeholders across the franchise to drive common goals and outcomes
- Strong leadership and organization skills with the ability to manage multiple projects and initiatives simultaneously
- Ability to develop strategies, gather resources, and inspire a diverse set of individuals.
- Experience operating in a global and matrixed environment including managing cross functional areas (e.g. product management, design, digital, research, technology, marketing, operations, and decision management).
- Consistently demonstrates clear and concise written and verbal communication with strong PowerPoint, Excel, and Vizio skills.
- Working knowledge of the different systems, theories, and practices relevant to a function as well as practical experience of multiple business cycles.
- Strong quantitative abilities.
- Understanding of P&L dynamics a plus.
- In-depth knowledge of industry and competitor products/services.
Benefits
- medical, dental & vision coverage
- 401(k)
- life, accident, and disability insurance
- wellness programs
- paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer experience designstrategic visionrisk assessmentquantitative analysisP&L dynamicsproject managementstakeholder managementcompetitive analysisbusiness cycle knowledgecross-functional collaboration
Soft skills
leadershiporganizationcommunicationrelationship buildinginspirationaccountabilityethical judgmenttransparencyproblem-solvingadaptability
