US Personal Banking, Customer Experience Service Designer - Vice President - Hybrid

The Service Designer is responsible for leveraging human centered design capabilities into workshop, projects and efforts that elevate our client experience.  Our Service Designer is an explorer, designer and dot-connector who helps our organization visualize, assess, and improve each phase of our client and colleague journey.  This work is central to helping the organization keep the customer at the center of all decisions and to empower teams to deliver differentiated and rewarding customer experiences.

Responsibilities:

• Serves as the deeply insightful resource on client needs and requirements across all channels, all journey phases, and all touchpoints for assigned Line(s) of Business (LoB)
• Understands and advises on client and colleague impact to decisions being made.
• Works with Customer Experience LoB Leads & Strategy Design Leads to identify and highlight possibilities and potential impact to business decisions at hand.
• Facilitates cross-functionals workshops using a variety of service design, systems thinking, design thinking and systemic design techniques.
• Owns the prioritization of moments with a given journey – identifying which moments have a disproportionate impact to our clients and business
• Designs potential solutions to jumpstart business conversations
• Conducts Design Research and design thinking experiments to validate hypotheses, drafted designs, and give decision makers confidence to move forward.
• Works with CX and business teams to articulate and advocate for future-state experiences
• Serves as a resource for CX teams seeking to resolve friction points in our current state journeys – helping them identify how to leapfrog in the marketplace.
• May act as a project manager for complex and cross-functional initiatives that are critical to ensure success at important touchpoints throughout the journey.
• Analyzes, converts, and connects data from an array of sources and deliver digestible and actionable insights.
• Provides constant feedback to the teams delivering on the journey and helps them follow a vision.
• Advocates for journey prioritization across different business, business function and operational teams
• Leverages journey metrics to pre-emptively identify and potentially solve less than ideal delivery of our experience.
• Understands client needs and how those needs are aligned with business objectives
• Builds close relationships with key stakeholders
• Appropriately assesses risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, and applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards

Qualifications:

• 6 years or more experience in Customer Experience, Design, Innovation, Human-Computer Interaction, Human Factors, or a related field
• Experience developing customer journey maps and service blueprints for complex offerings
• Experience with design thinking and related methodologies
• Workshop facilitation skills, both remote and in person, with a variety of participants including executives
• Visual communication skills – specifically in mapping, diagramming and storytelling
• Ability to collaborate and indirectly influence others
• Strong problem-solving and project management skills
• Strong interpersonal and written communication skills

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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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.

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