Global Head of Client Experience

The Global Head of Client Experience is a senior leadership role responsible for defining, driving, and enhancing the client experience strategy across various Citibank business lines globally. This leader will coordinate efforts to establish clear client experience metrics, prioritize strategic initiatives, and leverage AI-powered analytics and automation to foster a seamless, personalized, and proactive client journey.

This role demands a highly collaborative and data-driven leader who can navigate complex organizational structures, influence diverse stakeholders, and champion innovation through AI to significantly elevate Citi's client satisfaction and loyalty.

Key Responsibilities

Strategic Leadership & Vision for Client Experience

Develop and articulate a holistic global client experience strategy, aligning it with Citi's overall business objectives and digital transformation agenda.

Drive a client-centric culture by embedding client experience principles and best practices across all business lines and operational functions.

Champion the adoption of AI and advanced analytics to gain deeper client insights, predict needs, and personalize interactions at scale.

Metrics Definition & Performance Management

Lead the definition and standardization of global client experience metrics (e.g., NPS, CSAT, CES, churn rate, retention rate) across all business lines (e.g., Services, Markets, Banking, Wealth, USCC).

Establish robust methodologies for collecting, analyzing, and reporting client feedback, performance data and feedback categorization.

Develop comprehensive dashboards and reporting mechanisms to provide real-time visibility into client experience performance, enabling data-driven decision-making.

Identify critical drivers of client satisfaction and dissatisfaction through root cause analysis of client interactions and operational data.

Cross-Business Coordination & Prioritization

Act as the central coordinator for client experience initiatives across multiple Citibank business lines, ensuring alignment and synergy in efforts.

Facilitate workshops and governance forums to bring together business heads, product managers, operations, and technology leaders to identify client pain points and opportunities.

Recommend the prioritization process for client experience enhancements and initiatives based on impact, feasibility, and alignment with strategic goals.

Drive the implementation of cross-functional improvement initiatives, ensuring successful execution and measurable outcomes.

Client Journey Mapping & Process Optimization

Lead the end-to-end mapping of critical client journeys across various business lines, identifying key touchpoints, pain points, and moments of truth.

Collaborate with operations and technology teams to redesign and optimize processes, removing friction and improving efficiency within client interactions.

Ensure that client experience improvements are systematically integrated into product development, service delivery, and operational workflows.

People Leadership & Culture

Lead a globally distributed team focused on client experience measurement, insights, and improvement.

Cultivate a client-centric culture across the organization, promoting empathy, responsiveness, and continuous improvement in service delivery.

Upskill and empower teams in data analytics, AI tools, and client experience methodologies.

Attract, develop, and retain top talent in client experience and related fields.

Stakeholder Management

Serve as a key strategic partner to business heads, COO, Technology, Operations, and other functional leaders, providing expert guidance on client experience matters.

Present compelling insights and recommendations to senior leadership (C-suite, Board) on client experience performance and strategic initiatives.

Represent Citi in industry forums and engage with external experts to stay abreast of client experience trends and best practices.

Experience

15+ years of progressive experience in client experience, customer service, or operations leadership roles within a large, complex financial services organization.

5+ years in a senior leadership position managing global, cross-functional teams and driving enterprise-wide initiatives.

Proven track record of defining, implementing, and significantly improving client experience metrics and outcomes.

Demonstrated experience in leveraging advanced analytics to derive actionable client insights and automate processes.

Experience in coordinating efforts across diverse business lines and geographies.

Leadership & Soft Skills

Exceptional strategic thinking with the ability to translate client needs into actionable initiatives and measurable results.

Outstanding executive communication and presentation skills, capable of influencing and engaging diverse audiences.

Superior cross-functional collaboration and stakeholder management abilities, with a track record of driving consensus and successful outcomes in a matrixed environment.

Strong change management capabilities, with experience leading cultural transformation towards a client-centric mindset.

Highly empathetic, client-focused, and passionate about delivering exceptional experiences.

Data-driven decision-maker with strong analytical and problem-solving skills.

Preferred Qualifications

Advanced degree (MBA, MSc) in Business, Marketing, Data Science, or a related field.

Certifications in Client Experience (e.g., CCXP) or project/program management.

Experience in a consulting role focused on client experience transformation in financial services.

Deep understanding of regulatory requirements impacting client interactions in financial services.