Citi Citibank Berhad - Cards Customer Experience Manager (KL) in Malaysia

  • Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur

  • Education: Bachelor's Degree

  • Job Function: Product Management

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17019417

Description

  • Key KPI - Own the Cards NPS results across segments/channels:

  • To study and identify gaps/trends highlighted in BU reports to define key cards metrics impacting NPS scores.

  • To co-lead work streams aiming to impact Cards NPS (scope could cover inputs basis client verbatims received in NPS BU) and provide periodic updates to country and regional teams

  • Focus on measuring NPS at segment level accurately using the product chassis, across Affluent and Mass Affluent segments

  • Lead implementation of projects that are aimed to improve customer experience and not directly related to other specific functional areas.

  • Be the card customer advocate by defining and implementing the customer contact/communication strategy through all contact points

  • Be the single point of contact within the cards business for cross-business linkages within GCG and ICG.

  • Define, implement and publish management dashboard that will reflect the key metrics supporting best cards customer experience.

Qualifications

  • A bachelor degree

  • Minimum 2-3 years working experiences

  • Good communication, strong interpersonal skills