Citi Head Customer Experience in Jakarta, Indonesia

  • Primary Location: Indonesia,Jawa,Jakarta

  • Education: Bachelor's Degree

  • Job Function: Business Management

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 16038211


Major Job Responsibilities:

  • Identify and define necessary system for process improvement

  • Identify, drive and facilitate process improvement initiatives to support the business goals to reduce process defect, improve cycle time, and increase customer satisfaction

  • Coordinate country process improvement reporting both internal and regional

  • Escalate any potential issues that might be impacting/delaying the process improvement initiatives

  • Responsible in managing the Service Council meeting in driving the customer experience culture across the business

  • Provide regular performance update on service initiatives to the service council members and other senior management

  • Provide, manage and analyze consumer insight from various sources into actionable input to address business issues and improve business strategy

  • Responsible, coordinate and work closely with process owners for NPS Bottom-Up, NPS Top-Down and Mystery Shopping survey result analysis and corrective action plans on key driver satisfactions

  • Coordinate the internal customer satisfaction survey as a temperature check and test if newly established critical new processes are performing according to set expectations and provide feedback to process owners

  • Ensure critical performances measurement tracking (Vital Few Measurement) achieved the set standard

  • Ensure corrective and preventive actions are in place

  • Coordinate with process owners to identify and set up new performance metrics that are critical to customers or any improvement opportunities to raise the bar

  • Coordinate and ensure the implementation of Client Excellence Programs


  • Candidates will have Customer Management Experience and will be passionate about Customer Service

  • Applicants will need to have detailed knowledge and understanding of the service sector – including Consumer Trends, Social Media, Research, Transformation and Design of Customer Journey

  • You must have previous experience in leading customer experience team, achieving high levels of engagement and business performance

  • You will also have Customer Strategy/Journey design experience with a proven track record in delivering operational transformation to drive cost savings and Customer Experience Improvement

  • Commercially astute, with well-developed influencing/negotiation skills and a positive approach to bring solutions working closely with the Senior Management

  • Degree or equivalent experience preferred