Citi Omni Channel Journey Manager in Long Island City, New York

  • Primary Location: United States,New York,Long Island City

  • Other Location: United States,Florida,Jacksonville; United States,South Carolina,Fort Mill

  • Education: Bachelor's Degree

  • Job Function: Program/Project Management

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 17056159


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 explains 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.

Position Summary

The USRBM Customer Experience organization is responsible for providing insight, analytics and driving customer experience improvements by focusing on transforming the most important customer journeys across channels.

The VP, US Retail & Mortgage Journey Manager is responsible for supporting the SVP, Journey Manager in setting the strategic direction and co-leading a cross-functional team to deliver holistic, omni-channel experiences (web, mobile, branch, phone, IVR, ATM). The Journey Manager is focused on a set of prioritized journeys based on their impact to overall NPS, business strategy and economics.

This person will provide support for the management of a strategic roadmap for prioritized journeys, and work with channel owners and associated development teams to implement against the roadmap. This person will partner with internal and external subject matter experts to lead customer centric research and leverage learning's to inform roadmap development/ evolution. They will be responsible for identifying, analyzing, and monitoring key performance indicators, provide actionable recommendations, and implement test and learns for optimizing and improving client satisfaction. Additionally, this person will act as the main liaison with stakeholders across the business (Branch, Call Center, Fraud/Risk, Legal, Compliance, Marketing, Operations) to ensure that we are optimizing client & business value. Finally, he/she will partner with each Channel Owner to design the go-to client & employee experience for each channel.

The USRBM Customer Experience organization is seeking a talented, imaginative, and experienced Journey Manager that has strong passion for the client and strives to ensure that they receive best in class customer service in their channel of choice.

Key Responsibilities:

  • Support Journey Owner in developing and evolving key journey roadmap's based on client and business needs, market trends, and customer insights

  • Partner with Insights and Analytics teams to gain insights and identify customer needs

  • Partner with Channel teams and Scrum/Development teams to support and implement the build of a best in class experience

  • Help oversee progress against journey backlogs to ensure work and priorities are in line with strategy and goals

  • Develop a dashboard to monitor and track KPIs for prioritized journeys and update on an on-going basis

  • Partner with key stakeholders across the business to integrate and execute against key programs, ensuring delivery of best in class experiences

  • Interface with Legal, Compliance, Risk, and ensure journey strategies and execution meet compliance, risk, and control needs



  • Client-Centric mindset with ability to redesign experiences, processes and flows

  • Innovative thinker who can challenge the status quo and come up with creative solutions to solve problems and overcome hurdles

  • Passion and knowledge of customer experience best practices and digital ecosystems, mobile channel knowledge specifically required

  • Strong analytical skills with an ability to leverage customer insights to drive solutions

  • Experience with process improvement/ re-engineering

  • Solid project management background, with the ability to concurrently execute against multiple priorities

  • Team player, with excellent interpersonal skills and ability to build collaborative relationships with a wide variety of partners/ stakeholders.

  • Comfort operating in a matrix environment and managing ambiguity. Proven track record of driving results rapidly

  • Experience working with technical team; experience using Agile operating model is a plus

  • 3+ years experience in customer experience, digital design

  • 5+ years experience in Financial Services