Citi UAE
Global Payments Client Experience Lead & MEA Network Evolution Lead
- Permanent
- Dubai, United Arab Emirates
- Experience 10 - 15 yrs
- Urgent
Job overview
Date posted
18/09/2025
Location
Dubai, United Arab Emirates
Salary
Undisclosed
Compensation
Comprehensive package
Experience
10 - 15 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
02/11/2025
Job description
The Director-level role of Global Payments Client Experience Lead & MEA Network Evolution Lead at Citi is responsible for driving the strategic evolution of Citi’s MEA payments network while ensuring exceptional client experience across the payments ecosystem. The position leads global client experience and service digitization efforts, collaborating with Citi’s service leads, AI team, onboarding team, and global stakeholders to eliminate inquiries, enable self-service, and empower agents with AI-driven tools. This role requires balancing strategic vision with operational execution, ensuring client issues are resolved efficiently, and driving innovation in payments solutions and network modernization.
Required skills
payments network strategy
product management
product development
client experience management
AI tools integration
financial modeling
P&L management
data analytics
service digitization
issue resolution management
risk management
corrective action management
ecosystem collaboration
stakeholder governance
presentation delivery
market analysis
go-to-market strategy
technology operations coordination
service AI tools implementation
Key responsibilities
- Lead the strategic enhancement and management of the existing payments network and solutions.
- Analyse the payments landscape and industry trends to identify opportunities for network and solution improvements and innovation.
- Drive innovation by collaborating internally and with external ecosystem players to deliver transformative solutions and technologies.
- Serve as the MEA lead for Network Evolution, partnering with global, cluster, and country teams to drive standardization, simplification, and commercialization.
- Collaborate with Technology, Operations, and Coverage teams to ensure timely, cost-effective, and high-quality delivery of product solutions.
- Develop and refine product strategies, go-to-market approaches, and delivery models with global and regional product teams.
- Create frameworks and strategies for globally consistent solution deployment.
- Coordinate planning and activities for launching new capabilities and functionalities.
- Act as the primary point of contact for payments client experience issues, ensuring timely and effective resolution.
- Provide feedback from client issues to inform product and service-wide strategic programs.
- Manage and drive efficient resolution of client-reported issues, minimizing aging items.
- Ensure rejections are consensus-based and supported by due diligence.
- Monitor and report Client Service Improvement Program (CSIP) metrics, analysing data for trends and improvement opportunities.
- Conduct outcome-driven reviews during governance sessions using a data-driven approach.
- Engage with senior leadership for escalations, expedited resolutions, and bottleneck decision-making.
- Collaborate on Payments product onboarding simplification with onboarding teams.
- Drive AI strategy and execution for Citi Service AI tools such as Client Assist and Agent Assist.
- Manage Global Payments CSIP and C@R portfolio.
Experience & skills
- Substantial relevant experience including managerial experience.
- Experience in product management and/or product development.
- Understanding of logistics or industrial verticals; e-commerce solutions preferred.
- Proven financial acumen and prior ownership of P&L.
- Advanced judgment and ability to perform quantitative/qualitative analysis.
- Deep functional experience across marketing, credit, acquisitions, product development, and analytics.
- Track record of business innovation and leveraging data analytics to drive results.
- Action-oriented with ability to lead cross-functional teams independently.
- Experience serving a range of clients and understanding investment processes across asset classes.
- Proven experience presenting to clients and senior management.
- Bachelor’s/University degree required; Master’s degree preferred.