VP - Customer Experience Lead Analyst - C13 Program Manager - Strategic Initiatives & Client Obsession (Open) Job req id - 22440901 Today, we deliver a wide array of banking, payments, lending and investment services to individual consumers and small businesses. To deliver on our brand promise, we must operate as a truly client-centric organization. The Client Experience (CX) organization leads our mission to be the most client-obsessed bank in the eyes of our people and our client, through a comprehensive framework to deliver operational excellence, best-in-class experience, and a client obsession culture. This role will play an important role in driving performance and supporting delivery of the Client Experience strategy. This role will also drive key strategic projects/initiatives for the bank, such as the consent workstream. This workstream, which is tasked with driving migration of Citi customer relationships to Axis Bank, covers 3 MM+ Citi clients across products / business units, which includes credit cards, retail banking, wealth management, consumer loans, etc. Key Responsibilities : - The role incumbent would be responsible for Lead projects across their lifecycle: identifying and structuring the problem, analyzing root causes, developing solutions, communicating project results, and obtaining buy-in for change. - Ensure that strategic recommendations are driven through to implementation, by providing thought leadership and enabling execution - Lead the Client Consent Workstream to drive and maximize migration of Citi customer relationships to Axis Bank Accountable for progress status, oversight, proactive risks and issues management, critical path and dependency management, or change control management, identify key themes emerging as 'early warning' to drive proactive response Lead the client obsession program for Citi India, to ensure required goals and KPIs (pain point identification and closure targets) are met. Analyzing client requirements, identifying opportunities for product and client impacting process improvements, developing customized solutions and measuring improvement - Owning and simplifying customer communications to create intuitive and contextual communications across access channels and drive key client metrics - Drive digital adoption by creating digital-first journeys and communications across consumer products - Leading change and executive communications in country to drive a culture that rewards exceptional customer service - Content strategy framework to help build better brand experiences - Creating a customer centric environment and driving the service culture - Leading projects, customer communications and campaigns across Consumer Bank verticals - Helping improve the Net Promoter score and reducing customer complaints for the Consumer Bank Essential Competencies & Skills : - A well rounded understanding of consumer banking products, processes, functions and access channels. - Excellence in communication and presentation skills - Strong campaign management skills with functional understanding of customer centric digital marketing and content creation - Strong cross functional influencing skills. Drive projects with cross functional teams. - Strong analytical skills and ability to diagnose processes and systems and should have the ability to deploy best practices in the industry - Strong decision making skills and ability to manage complex business requirements - MBA preferred with at least 10 years of relevant prior experience - Ability to adapt quickly to a changing environment - Self-motivated, highly adaptive, and able to work well under high stress

Mumbai

CITI India - Vice President - Customer Experience Lead Analyst 

CITI India - Vice President - Customer Experience Lead Analyst  ,Job Description for CITI India - Vice President - Customer Experience Lead Analyst  in CITI India in  Mumbai for (11-25) years of experience. Apply Now!

Job Description for CITI India - Vice President - Customer Experience Lead Analyst  in CITI India in  Mumbai for (11-25) years of experience. Apply Now!