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VP, Journey Mapping & Design Thinking Practice Lead

Expired Job

Citigroup Inc. Long Island City , NY 11101

Posted 4 months ago

For the past 200 years at Citi, we have a drive to help clients move from ambition to achievement. Our company has been one of the foundational components of today's modern financial infrastructurethis 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 men and women with the passion to push beyond borders and boundaries, and the wisdom and courage to do what's right.

The Digital Client Experience (DCX) Team is the foremost customer advocate within the Global Consumer Bank at Citi. We harness the full power of our people, data, and resources to maximize prospect & customer engagement in support of our strategic priorities. Our team is responsible for driving all aspects of customer experience, targeting, and engagement across the franchise.

We take a disciplined, data-driven approach to enhancing the customer experience across the full lifecycle, with digital and mobile as priority channels for acquisition, servicing, and engagement. We are focused on delivering sustained, long-term business benefit to the Global Consumer Bank by accelerating our progress towards being an industry-leading digital bank.

The Digital Transformation & Research team within the Digital Client Experience organization is directly responsible to drive transformational change to customer experience through the development and execution of our Customer Experience and Digital strategy. Our overarching goal is to listen directly to what our customers are saying and then identify and execute large strategic change programs, end to end, that will enhance their experience through pain point elimination, transforming existing experiences, and driving new innovation.

The VP, Journey Mapping & Design Thinking Practice Lead will drive the planning and execution of our journey mapping and design thinking program at Citi which will entail:

  1. Leading all preparation and program management to ensure successful workshops, gaining stakeholder alignment and defining success metrics
  2. Overseeing every aspect of the Discovery process defining the scope, identifying prerequisites and dependencies, managing the timeline and budget, and gaining buy-in from all stakeholders
  3. Facilitating all Discovery & Journey Mapping workshops, leveraging design thinking methodology
  4. Assuming responsibility for journey map end deliverables and workshop outputs
  5. Owning all journey maps and Discovery & Journey mapping process, establishing aggregate learning's and best practices

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi's Mission and Value Proposition explain what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients' and the public's trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

  • 6-10 years professional experience, preferably in a strategy, consulting, or marketing role

  • Bachelor's Degree required, MBA a plus

  • Significant experience leading strategic development process or large-scale consulting projects

  • Contemporary knowledge of Design Thinking and Journey Mapping methodology

  • Strong ability for strategic thinking driven by analysis and macro information

A customer advocate with a strong focus on customer needs and behaviors as the driving force behind designing new products and experience

  • Ability to forge strong relationships with both external and internal partners to ensure delivery of business goals

  • Excellent written and verbal communication skills with an expertise of articulating strategy and actions to key decision makers and stakeholders across the organization

  • Ability to quickly adapt and maintain a flexible approach and resiliency in an agile environment

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VP, Journey Mapping & Design Thinking Practice Lead

Expired Job

Citigroup Inc.