The Service Experience Manager for CitiPhone will be responsible for customer service experience within the CitiPhone contact center environment. This role focuses on optimizing customer journeys, improving service quality, and driving customer satisfaction and loyalty through innovative solutions and operational excellence.

Responsibilities

• Customer Journey Mapping: Lead initiatives to map, analyze, and optimize customer journeys across all CitiPhone touchpoints, identifying pain points and opportunities for improvement.
• Service Quality Improvement: Establish and monitor key performance indicators (KPIs) related to customer satisfaction, service quality, and efficiency. Implement programs and training to consistently elevate service delivery.
• Innovation & Technology: Identify and evaluate new technologies, tools, and processes that can enhance the customer experience, such as AI‑powered assistants, advanced IVR systems, and omnichannel...