Citi Careers – Digital Customer Experience Manager

Job Description:

The position is applicable for UK Consumer which incorporates the UK Retail business and International Personal Bank EMEA (IPB) All information herein is applicable to both businesses unless specifically stated. Digital channels are currently Citi Online, Citi Mobile, Citialerts, and e-delivery. The role is to champion and deliver digital initiatives to benefit the customer and the bank.

Job Responsibilities:

• Is responsible for driving digital projects with full decision making discretion to ensure the solution provided meets the needs of the business now and in the future
• Develop and formulate the technology and internet/mobile delivery strategy for the business.
• Ensure digital applications are secure and safe for customers to use, including support for vulnerability assessments.
• Ensure the delivery of digital services and products are reliable and efficient.
• Ensure business is in the forefront using latest digital technology to better service its customers.
• Manage the deployment of digital technology developments for the business from a strategic as well as operational level. This includes review and approval of business requirements, ensuring system setup is understood and parameters / configurations are correctly applied, ensuring testing is conducted to the appropriate level, and that any applicable operational processes are in place.
• Oversee digital channel experience KPIs such as NPS, Apple and Google Store Rating, complaint reports; analyse the feedbacks and champion to provide solutions by engaging with respective business stakeholders
• Ensure that business MIS for digital services are accurate and timely so as to capitalize on the sales opportunities and mitigate financial risk.
• Leverage on internet channel to help deliver online services, campaigns and products to customers.
• Ensure MIS is produced that portrays the value added to the business in using digital servicing
• Develop and formulate digital delivery strategy for the business. Manage the deployment of online systems to be available to customers.
• Help to market and promote digital services and products to customers.

Job Requirements:

• Sound knowledge of banking and investment products and services
• Excellent data analytics and presentation skills
• Strategy and planning skills to craft a Digital Strategy and the ability to implement it
• Strong analytical skills
• Strong relationship and negotiation skills
• Tenacity and integrity in handling projects where resources are geographically diverse and have conflicting priorities
• Ability to work in diverse, high-pressure, fast changing business environment
• Professional disposition – able to interface effectively with peers and senior management
• Sound knowledge of the uses of digital & mobile banking to provide business value
• Sound knowledge of competitor activity pertaining to the use of digital
• Strong background of project delivery in a multi-faceted project team

Qualification & Experience:

• University degree in a related area, preferably post-graduate qualification

Job Details:

Company: Citi

Vacancy Type:  Full Time

Job Location: London, England, UK

Application Deadline: N/A

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