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Program Manager - Strategic Initiatives & Client Obsession

Location: Mumbai
Company: Citigroup
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The Customer Experience Ld Analyst is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.
Key Responsibilities
The role incumbent would be responsible for
- 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 reduing 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 experienceKey ResponsibilitiesThe role incumbent would be responsible for
- 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 recuding 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
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Job Family Group:
Marketing

Job Family:
Customer Experience

Time Type:
Full time

Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .
View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\EEO\Supplement\Final\JRF\QA\508c.pdf) .
View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\aa\policy.pdf) .
View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\%20English\formattedESQA508c.pdf)
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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