Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. For the past 200 years at Citi, we have been helping clients move from ambition to achievement. Our company has been one of the foundational components of today’s modern financial infrastructure — this gives us a level of unmatched expertise in tackling the world’s most complex challenges and connecting across capabilities to enable lasting progress for our clients.

We attract and nurture local talent from all over the world, ensuring our people are both deeply attuned to regional needs but also bring a global mindset to help clients, communities and nations move forward. Our culture is fueled by people with the passion to push beyond borders and boundaries, the wisdom and courage to do what’s right, and the vision and forward compatibility to continuously evolve and innovate to support our clients’ growth.

Citi Commercial Bank (CCB) has operations in over 40 countries with local expertise contributed by in-country commercial bankers. CCB embodies our unique purpose as a global bank of choice for trade oriented, mid-sized companies who see us as trusted thought partners that bring simplicity and efficiency in an increasingly complex world, client-centric solutions for long term growth and pave the way for them to reach across borders and achieve their global vision. CCB targets clients with revenues between $10MM – $3BN and supports a range of financial solutions: treasury and trade solutions; term and working capital financing, and foreign exchange and interest rate derivatives products.

The NAM CCB Client Experience Head provides leadership and direction to team(s) with the responsibility of improving the client end-to-end experience. This role will work closely with the coverage organization (Mid-Corporates, Emerging Corporates, CCB Next) and key senior CCB partners and their teams: Treasury & Trade Solutions (TTS), Commercial Lending Management (CLM), Risk, CCB Digital Platforms including CitiDirect Commercial Banking, and Markets to review, transform, and implement improved processes to enable an exceptional client experience in every point of the client journey, including international expansion.

Strong communication, influencing, and diplomacy skills are required to advocate for CCB clients within the broader Banking organization. This Director will play in a critical role in ensuring achievement of increased growth plans and will lead, coordinate, and manage activities to keep the region on track. The individual will be expected to work at a high level of independence and execute across functions, geographies, and hierarchies in delivering on CCB’s Client Experience roadmap.

Responsibilities:

• Collaborate with key partner groups to review, redesign, transform, and implement target state end-to-end client experiences for CCB’s specific client needs, with a focus on removing friction from our processes and taking a holistic view of a typical client journey
• Based on desired end-state, help create a roadmap of prioritized activities to achieve the optimal state, taking into account both client and employee feedback
• Review roles and responsibilities of client support functions, identifying areas of improvement and clearly communicating to staff who is responsible, accountable, consulted, informed (RACI) for each key activity, with the goal of mapping current to future state
• Serve as the primary contact for partner organizations (Services, onboarding, CitiService, etc.) regarding process redesign and operational effectiveness
• Utilize data and qualify end-user feedback to identify, reengineer and implement market-leading initiatives that elevate client delivery while optimizing operational efficiency
• Develop, with key partner groups, performance metrics and service level agreements to measure and sustain effectiveness in delivering end-to-end client excellence; track and measure progress both within CCB and of our partner groups
• Understand and influence required training plans for key partners to deliver on their commitments
• Partner with digital transformation and platforms teams to ensure client experience and process redesign initiatives are prioritized on internal and external facing platforms
• Engage with external surveys such as Greenwich Surveys to understand client engagement analysis, including a deep dive on competition analysis for service delivery and NPS scores, and create a framework for assessing customer experience / engagement with competition
• Drive adoption of tools and processes that will improve the client and employee experiences
• Own the ongoing, consistent client feedback mechanisms (Voice of Client survey, pulse surveys, joins client calls, Voice of the Employee survey, enhancements, etc.), ensuring the Business receives timely, relevant and actionable feedback from clients and employees
• Communicate priorities, roadmap and progress to CCB management and staff
• Build tailored project plans and project governance frameworks, producing metrics and creating presentations to provide meaningful updates for a wide range of audience, including senior leadership, town halls, etc.
• Craft relevant internal project communications in partnership with marketing to update and energize bankers, product sales, operations partners and others around our client experience transformation
• Monitor client attrition and proactively intervene on client issues when appropriate
• Continually innovate client experience, monitor and understand market changes and drive necessary innovation to meet and exceed the changing needs

Skills:

• Experience in multi-jurisdiction and complex settings with multiple stakeholders
• Highly collaborative team player with strong influencing skills
• Innovative and problem solving mindset
• Strong understanding of Commercial or Corporate banking
• Comfortable working with senior level executives, using strong influencing skills to achieve desired results
• Experience managing strategic partnerships across businesses
• Demonstrated understanding of complex projects and processes
• Ability to help size and prioritize large-scale initiatives
• Demonstrated track record in delivering client-centric initiatives and propose recommendations on actions and KPIs to improve client experience
• Proven strategic planning and presentation skills, ability to conduct research / analysis and organize findings
• Experience with partnership management, business development, and strategic planning
• Self-starter with strong organization skills and takes initiative once given direction/ framework to execute with minimal oversight

Qualifications:

• Collaborate with key partner groups to review, redesign, transform, and implement target state end-to-end client experiences for CCB’s specific client needs, with a focus on removing friction from our processes and taking a holistic view of a typical client journey
• Based on desired end-state, help create a roadmap of prioritized activities to achieve the optimal state, taking into account both client and employee feedback
• Review roles and responsibilities of client support functions, identifying areas of improvement and clearly communicating to staff who is responsible, accountable, consulted, informed (RACI) for each key activity, with the goal of mapping current to future state
• Serve as the primary contact for partner organizations (Services, onboarding, CitiService, etc.) regarding process redesign and operational effectiveness
• Experience managing in a global and matrixed environment including managing cross functional areas with direct and indirect reports (e.g. risk, finance, decision management, marketing, operations)
• Working knowledge of the different systems, theories, and practices relevant to a function as well as practical experience of multiple business cycles
• In-depth knowledge of industry and competitor products/services

Education:

• Bachelor’s degree/University degree or equivalent experience
• Master’s degree preferred

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Job Family Group:

Product Management and Development

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Job Family:

Product Management

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Time Type:

Full time

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Primary Location:

New York New York United States

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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.

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Anticipated Posting Close Date:

Jun 07, 2025

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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View Citi’s EEO Policy Statement and the Know Your Rights poster.