CASY-MSCCN Jobs

We are seeking a Head of Digital Self-Serve and IVR Strategy to drive innovative technical leadership and new approaches to accelerate customer adoption of self-service technologies within the US Personal Bank Operations Delivery Organization.

The Head of Digital Self-Serve and IVR Strategy is responsible for developing and executing a transformational self-service roadmap for all operations self-service touchpoints across all lines of business, such as Credit, Collections, Customer Service, Fraud, and Core Operations. The responsibilities will include developing best in class strategies across all servicing channels, including IVR, Online, Chat Messaging, Chatbots and emerging servicing channels.

This role will help lead the Operations Digital Self-Service and IVR teams, in conjunction with our Technology teams, to shape the strategy to maximum self-service containment and resolve channel breakage issues– focusing on external and internal customer experiences. The roadmap designed and delivered by this leader will focus on cost reduction, best in class vendor solutions, accelerating speed to delivery, advanced insights and analytics, and the client journey.

Key responsibilities:

• Ensure USPB Operations Delivery programs meet business needs and deliver performance that is consistent with targets.

• Drive innovation and technical initiatives from conception and strategy thought to governance approval and successful execution.

• Integrate and align with Next Gen Technology solutions, such as Gen AI, and partner with market-leading self-service technology providers for successful delivery.

• Ensure strategic connection between multiple lines of business on common digital implementations, including partnering with Branded Cards, Retail Bank and Retail Services to execute common strategies and leverage best practices.

• Drive the business side of technical implementations ensuring there is a data driven and infrastructure design shift towards API enablement.

• Identify and implement strategies that enhance agent knowledge and effectiveness at driving self-service adoption.

• Stays abreast and is seen as a subject matter expert of emerging Digital and IVR technologies and the competitive landscape

• Responsible and accountable for hiring, staffing and maintaining a diverse and effective workforce.

Collaborative approach:

• Ensures that the Operations & Technology organizations are defining and implementing systems that are aligned with business strategy/goals and our regulatory requirements.

• Responsible for end results, budgeting, planning, policy formulation, compliance and governance approval for self-service initiatives and channels.

• Managing the issues and production incidents within the self-service channels in collaboration with Technology.

• Senior stakeholder management to ensure alignment on applicable design, development, and functionality and change management – including Fraud, Legal, Compliance, Customer Service, Core Ops.

• Collaboration on medium- to long-term planning for broad issues affecting the business.

Experience:

• 8-10 years’ experience with direct responsibility as a leader in a technology focused organization, preferably with a 5+ year focus on self-service channel development including IVR, Chat, Virtual Assist, Large Language Models and Artificial Intelligence. Background that includes designing Customer Facing technologies, strongly preferred.

• Demonstrated proficiency in testing and learning with new technologies in a customer-facing environment with proven results in a large organization.

• Deep consumer product knowledge and passion for emerging technologies (e.g., Gen AI, IVR, Chat, DVA, Social Servicing, Artificial Intelligence, RPA, Data) and how they will change consumer experiences.

• Advanced level understanding of corporate technology infrastructure and customer facing technologies.

• Creative and passionate, driven by a desire for innovation and creation of amazing client experience – smart risk taking – outside the box thinking.

• Insight into the way that digital transformation is affecting industry and knowledge of best practices.

• Deals well with ambiguous/undefined problems within rapidly changing environments; ability to think abstractly and then design and implement solutions.

• Advance level of experience in managing teams or large departments.

• Ability to understand customer needs and manage senior stakeholder expectations.

• Technology or Retail Banking Industry background is preferred.

Job Family Group:

Project and Program Management

Job Family:

Program Management

Time Type:

Full time

Primary Location:

San Antonio Texas United States

Primary Location Full Time Salary Range:

$170,000.00 - $300,000.00

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.

Anticipated Posting Close Date:

Mar 26, 2024

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.