Digital and Customer Experience Head

1 week ago


Ho Chi Minh City, Vietnam Citi Full time

**Responsibilities**:

- Responsible for managing the Bottom-up Net Promoter Score (NPS) program, and providing reporting and analytics for NPS and related metrics in support of programs.
- managing survey program, monitoring NPS Performance and understanding key drivers of changes to this metric, Producing periodic reporting on score Performance and delivering customized analytic deep dives to better understand NPS performance.
- Leverages best in class tools, experience in quantitative research programs, analytics and a deep understanding of process to help drive improvements to key customer experience metrics.
- Responsible for the country client experience score, for complaint governance, client first culture and distribution of weekly, Monthly and quarterly report for monitoring.
- Create and develop analyses to help business recognize challenges, identify opportunities and build solutions to improve the overall customer experience
- Interprets customer data (both quantitative and qualitative) as well as internal data to help inform customer experience strategy
- Support platform implementation, including redesign of survey and reporting as well as establishing new metric targets
- ** Qualifications**:

- 6-10 years of experience in customer service, operations or customer experience role with background in running reports and analyzing data

**Education**:

- Bachelor’s/University degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
- **Job Family Group**:
Marketing
- **Job Family**:
Customer Experience
- **Time Type**:
Full time
- 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.

View the "**EEO is the Law**" poster. View the **EEO is the Law Supplement**.

View the **EEO Policy Statement**.

View the **Pay Transparency Posting



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