Customer Interaction Designer

Job description

• Create experience modeling for key segments (Priority, Gold, CPC, Global Clients, CC holders;
• Define experience strategy for key processes and clients' events;
• Define UX/UI role within the team and across all touch points;
• Create Customer Interaction strategy for key self-service experiences and support the execution of the concepts in order to drive the highest digital usage at Citi globally;
• Act as a leader and reliable expert on building all new digital capabilities on platforms (Global Mobile, Citibank Online);
• Connect with business objectives and collaboratively design, plan and execute possible improvements for UX/UI securing end-to-end consistency and efficiency, as well as business growth;
• Analyze existing feedback sources, prioritize, create and drive execution strategy for key areas;
• Define, drive and monitor execution for multichannel servicing standards;
• Create and execute the strategic development plan of loyalty and recognition programs for key segments based on gathered feedback, customer insights and results from the actions on air, e.g.:  "Citi Celebration";
• Create and maintain the framework for researching, comparing, testing and improving existing and new processes;
• Ensure Customers Interactions development roadmap is consistent with usability standards, best practices, bank's learnings and global standards;
• Actively research and share interaction design and technology trends and novelties with key stakeholders;
• Ensure that brand voice is executed within digital touch points in clear, relevant and consistent way for key audiences
• Communicate effectively executed UX/UI changes across various channels to the internal and external Clients to secure their awareness and advocacy of the changes
• Be the customer advocate when providing feedback to internal organizations
• Be persistent and passionate about providing a remarkable customer experience and demonstrate fluency in basic customer satisfaction metrics
• Spread the mission and engage in collaboration with key stakeholders to provide improvements and innovations
• Be a driver of innovation, challenging status quo passionately standing for Customer expectations and needs
• Demonstrate clear focus on designing best-in-class interaction and support the execution of the concepts
• Lead, manage, coach, develop and inspire project teams, working group and all involved
• Promote client-centric culture within the organization and our Client base securing adequate visibility of improvements
• Secure fast and easy communication to the frontline regarding key improvements
• Learning about organization's products or services and keeping up to date with changes and blue chips
• Responsible to co-create fast-paced and innovative development environment

Requirements

• Proven track record of designing UX for services, products, processes 
• Familiarity with the technical considerations needed when designing for mobile / responsive customer experiences
• Segment/portfolio management experience
• Experience in leading end-to-end cross-functional projects
• Experience developing detailed user-interface specifications and design patterns
• Strong hands-on experience with customer relationship management and operational processes
• Leadership & cross-functional project management  skills
• Strong analytical & creative skills
• Problem solving skills and independent self-direction,
• Strong interpersonal skills with an ability to work with a variety of styles, personalities and diverse areas of the company and externally
• Strong conceptualization & visual communication ability
• Attention to detail through the design and execution
• ‘Go-getter’ attitude
• Working knowledge of statistics, feedback gathering and testing methodologies
• Ability to prioritize, organize and multi-task
• Curiosity - attitude to new technologies / early adopter
• Proven experience in executing projects aiming at redesign of existing processes to drive seamless experiences and promote digital channels
• University degree
• Good knowledge of regulations around the position
• Very good command of English and Polish
• Excellent working knowledge of PowerPoint, Excel, Word, Outlook and the Internet

We offer

• Cooperation with a high quality team in a challenging area of the financial industry with one of the world's leading companies
• Exposure on multinational project oriented regional teams
• Extended business understanding and commercial awareness
• Competitive compensation package and excellent benefits