Best in Class Experience Lead, Nps

4 days ago

Singapore Citi Full time

The role is responsible for the support of the NPS program (Digital, Citigold, Cards and to a lesser extent CitiPhone) across the APAC/EMEA region which involves: Market engagement - working with markets to ensure NPS goals are met, ensuring the best practices are shared, and identifying markets for intensive remediation actions with leadership teams. Modelling and reporting of NPS and key metrics through the business Establishing and maintaining Governance in survey methodology Managing the workload of offshore teams for survey development and insight analysis including Client selection process Working closely with our 3rd party survey suppliers to ensure smooth BAU operations Awareness of integration to Global programs and scorecards. Experience testing to ensure we get employee feedback on digital experiences **Primary responsibility of the role will entail the following**: 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. Interprets customer data (both quantitative and qualitative) as well as internal data to help inform customer experience strategy Managing the 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. Responsible for the creation and distribution of daily, weekly, monthly and quarterly reports for senior leadership to help gauge performance targets Continue to monitor and improve CX metrics tracking and reporting - e.g., own golden source, lead metrics reports, target setting; think of automation / faster reporting Create and develop analyses to help business recognize challenges, identify opportunities and build solutions to improve the overall customer experience Create and deliver presentation content to broad audiences Support platform implementation, including redesign of survey and reporting as well as establishing new metric targets Develop methodology for goal setting in conjunction with senior leadership and input from Human Resources. -------------------------------------------- - **Job Family Group**: Product Management and Development -------------------------------------------- - **Job Family**: Digital Product Management ------------------------------------------------- - **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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