Head Customer Servicing & Experience SVP

This role will be the lead for Citi to ensure our partner runs a call center experience which delivers a best-in-class experience. This role will allow Citi to take a more proactive stance in customer servicing, outline recommendations to improve current experience and implement needed actions to dramatically improve NPS. This role will be responsible for the following: Responsible for overseeing a company's entire travel customer service operations, developing customer service strategies, setting performance metrics and ensuring customer satisfaction. Collaborate internally and externally to maintain a positive brand image through excellent customer support. Focus on optimizing customer experience and achieving business goals through effective service delivery. Develop and implement comprehensive customer service strategies aligned with travel strategy. Identify trends and implement initiatives to enhance customer experience. Monitor customer service quality through regular quality checks and audits. Handle escalated customer complaints and complex issues. Collaborate with marketing and product development to ensure seamless customer journey and identify new product enhancements.