Head Customer Servicing & Experience SVP Position Available In Duval, Florida

Job Description:

Citi Travel provides customers with the ability to earn andredeem ThankYou points by booking flights, hotels, car rentals andattractions. Citi Travel is part of the ThankYou Rewards programand serves as a key part of the overall rewards strategy. This rolewill be the lead for Citi to ensure our partner runs a call centerexperience which delivers a best-in-class experience. This rolewill allow Citi to take a more proactive stance in customerservicing, outline recommendations to improve current experienceand implement needed actions to dramatically improve NPS.This rolewill be responsible for the following: Responsible for overseeing a company’s entire travel customerservice operations, developing customer service strategies, settingperformance metrics and ensuring customer satisfaction. Collaborate internally and externally to maintain a positivebrand image through excellent customer support. Focus on optimizing customer experience and achieving businessgoals through effective service delivery. Develop and implement comprehensive customer service strategiesaligned with travel strategy. Identify trends and implement initiatives to enhance customerexperience. Monitor customer service quality through regular quality checksand audits. Handle escalated customer complaints and complex issues. Collaborate with marketing and product development to ensureseamless customer journey and identify new productenhancements

Qualifications:

10+ years of experience and a successful proven track record ofleading customer experience and call center transformation Consistently demonstrates clear and concise written and verbalcommunication & can tell the story in executive levelpresentations. Proven track record of being customer obsessed andunderstanding the needs of the customer. Ability to lead and collaborate with cross functional teamswithin a matrixed organization. Self-motivated with a passion to build best-in-classprograms. Excellent relationship skills and ability to form strongnetworks. Travel Industry knowledge/experiencepreferred•-

JobFamily Group:

ConsumerSales•

JobFamily:

Consumer ProductSales•

TimeType:

Fulltime•

PrimaryLocation:

Wilmington Delaware UnitedStates•

PrimaryLocation Full Time Salary Range:

$156,160.00•$234,240.00 In addition to salary, Citi’s offerings may also include, foreligible employees, discretionary and formulaic incentive andretention awards. Citi offers competitive employee benefits,including: medical, dental & vision coverage; 401(k); life,accident, and disability insurance; and wellness programs. Citialso offers paid time off packages, including planned time off(vacation), unplanned time off (sick leave), and paid holidays. Foradditional information regarding Citi employee benefits, pleasevisit citibenefits.com. Available offerings may vary byjurisdiction, job level, and date ofhire•-

AnticipatedPosting Close Date:

Jan 22,2025•Citi isan equal opportunity and affirmative action employer.

Qualifiedapplicants will receive consideration without regard to their race,color, religion, sex, sexual orientation, gender identity, nationalorigin, disability, or status as a protected veteran.

Citigroup Inc.and its subsidiaries (“Citi”) invite all qualified interestedapplicants to apply for career opportunities. If you are a personwith a disability and need a reasonable accommodation to use oursearch tools and/or apply for a career opportunity reviewAccessibility at Citi.

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