Long Island City, NY
Industry: Financial Services•
Not Specified years
Posted 383 days ago
We’re looking for a VP, Payment Journey Owner to join our world-class teamAre you passionate about the customer? Do you get frustrated when you see a bad customer experience? Are you looking to drive innovation across digital to meet customer needs? As the VP, Card Journey Owner, you will be responsible for setting the vision and defining the strategic roadmap for transforming key service journeys that have the highest usage and emotional impact, thereby increasing customer engagement and revenue growth. Your primary focus will be on the omni-channel experience, while looking for opportunities to drive digital engagement. To achieve these objectives, the team has established a customer first design approach that puts our customers at the center of everything that Citi does as well as leverages agile operating models to accelerate development progress to drive innovation. We are seeking a talented, imaginative, and experienced individual who is passionate about designing best in class experiences across all customer touch-points and channels. This individual will report directly into the SVP, Payment Journey owner and will support the Journey Owner in delivering best in class customer experience for the Citi cardmembers. Within the payment experience, this person will focus on the experience of missing a payment. S/he will serve as a champion and core Subject Matter Expert (SME) for these journeys across product, channel, process, and policies. The Journey Owner is the key liaison with other functional areas and will establish an interaction/engagement model and a meeting cadence with our cross-functional partners (Legal/Compliance, Fraud, Operations, Collections, Communications, etc.). The Cards Journey Owner is accountable for succeeding against identified metrics and setting short and long term journey goals as well as ensuring the journey team is effectively working together. S/he must have strong business and leadership skills as well as enough experience with technology to understand what is possible and be able to articulate the business needs and objectives. S/he should be extremely passionate about the customer and be able to take customer insights and translate them into customer needs. Be a part of the work we do to enable progress around the globeSpecific responsibilities include:
About CitiCiti, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.Citi’s Mission and Value Propositionexplains what we do and Citi Leadership Standardsexplain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.