Director, Head of Travel Partnerships, Customer Experience & AI (Hybrid)

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Job Overview

The Director – Head of Travel Partnerships, Customer Experience & AI is a senior management function accountable for outlining and executing the end-to-end journey technique, together with strategic associate administration, buyer expertise possession, buyer servicing and AI-driven innovation throughout the journey ecosystem. The function will function the one level of accountability for journey efficiency, associate worth creation, and buyer expertise supply, whereas driving future-forward capabilities that improve differentiation, scale, and effectivity.

This function will function at an enterprise degree, influencing senior stakeholders, managing key exterior partnerships, and making certain alignment with broader enterprise, danger, and expertise goals. The function will report back to a Managing Director function and performance as an integral member of the practical management group.

Key duties:

Partnership Strategy & Management:

• Lead the event and execution of the partnership technique throughout journey ecosystems, together with possession of key third-party suppliers (e.g., platform and content material companions)

• Manage senior-level relationships with strategic companions, making certain efficiency in opposition to contractual obligations, KPIs, and enterprise goals

• Identify and consider new partnership alternatives to increase capabilities, enhance buyer worth proposition, and drive progress

• Establish and preserve governance frameworks to supervise associate efficiency and danger alignment

Customer Experience Ownership:

• Own the total buyer journey throughout journey merchandise, together with discovery, reserving, servicing, and post-travel engagement

• Lead and handle journey name heart operations, with full accountability for service supply, efficiency, and buyer outcomes

• Define and execute a technique to raise servicing to a extra premium, differentiated expertise aligned to buyer expectations and model positioning

• Ensure achievement of all key service metrics, together with service ranges, high quality, buyer satisfaction (e.g., NPS), and operational effectivity

• Identify alternatives to scale operations successfully whereas enhancing the standard and consistency of the client expertise

• Modernize servicing capabilities, scale back friction factors, and allow a seamless, high-quality expertise throughout channels

Marketing & Customer Value Proposition:

• Partner with Marketing to outline and refine the journey worth proposition, making certain alignment with goal segments and enterprise goals

• Provide enter into go-to-market methods, together with positioning, messaging, and marketing campaign priorities

• Support initiatives to drive buyer acquisition, engagement, and retention

AI & Digital Capabilities:

• Define and execute the technique for AI-enabled capabilities throughout the journey ecosystem, together with personalization, search, and servicing

• Oversee supply of AI initiatives in partnership with Digital and Technology making certain alignment with enterprise priorities

• Ensure all digital and AI capabilities meet enterprise requirements for danger, compliance, and governance

Risk, Governance & Controls:

• Ensure all actions adhere to Citi’s danger and management framework, together with relevant regulatory necessities

• Partner with Risk, Legal, and Compliance to evaluation and approve new initiatives and partnerships

• Establish applicable controls and documentation to assist ongoing governance and oversight

• Drive consistency in processes associated to approvals, together with NAC or equal governance our bodies the place required

Qualifications:

• 15+ years of related expertise in partnerships, journey, digital platforms, or associated areas

• Demonstrated expertise managing complicated associate ecosystems and senior exterior relationships

• Proven potential to function successfully inside a big, matrixed group

• Strong strategic considering and skill to translate technique into execution

• Experience main cross-functional initiatives involving a number of stakeholders

• Familiarity with buyer expertise design, digital platforms, and market fashions

• Experience with AI, data-driven options, or digital innovation most popular

Leadership Competencies:

• Demonstrates robust strategic orientation and enterprise mindset

• Effective at influencing and speaking with senior stakeholders

• Drives outcomes via collaboration and execution self-discipline

• Navigates complexity and operates successfully in ambiguous environments

• Maintains a powerful deal with danger administration, controls, and compliance

• Champions customer-centricity and steady enchancment

Education:

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Job Family Group:

Consumer Sales

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Job Family:

Consumer Product Sales

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Time Type:

Full time

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Primary Location:

New York New York United States

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Primary Location Full Time Salary Range:

$170,000.00 – $300,000.00

In addition to wage, Citi’s choices might also embrace, for eligible staff, discretionary and formulaic incentive and retention awards. Citi presents aggressive worker advantages, together with: medical, dental & imaginative and prescient protection; 401(okay); life, accident, and incapacity insurance coverage; and wellness applications. Citi additionally presents paid break day packages, together with deliberate break day (trip), unplanned break day (sick depart), and paid holidays. For extra data concerning Citi worker advantages, please go to citibenefits.com. Available choices might differ by jurisdiction, job degree, and date of rent.

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Most Relevant Skills

Please see the necessities listed above.

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Other Relevant Skills

For complementary expertise, please see above and/or contact the recruiter.

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Anticipated Posting Close Date:

Jun 05, 2026

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