Managing Director, Customer Service Strategy And Transformation
CurrentDirect commercial product commercial service and key strategic capabilities for Citi’s North America customer service organization, driving customer satisfaction, technological efficiencies, and significant cost savings.• Execute with continuous enhancement of digital and self-servicing strategy, inclusive of AI bots, that delivers customer experiences via online, mobile, SMS, and IVR, necessitating very minimal intervention by human customer advocates.• Manage operations and client relationships for third party branded credit cards backed by Citi assets, including one of the nation’s largest retailers, ensuring that third parties meet Citi’s high regulatory, productivity and client experience standards.• Manage cost transformation book of work for customer service, identifying and executing cost savings initiatives, and on track to achieve aggressive savings of $55MM, ~10% in year on a total budget of $550M, almost 2X expectations.• Oversee all production contact center operations enablement including change management, knowledge management, process reengineering and automation, and key business initiative support.• Develop, execute, and support servicing strategy for advocate/customer interactions as well as technology comprising varying desktop solutions and middleware deployed across multiple platforms and functions.• Co-Chair global efforts to advance equitable and inclusive opportunities for those with disabilities, supporting colleagues internally and working externally with suppliers, customers, and communities to improve perceptions of people with disabilities.
