Head of Partnerships & Customer Experience

• Lead the development and execution of the partnership strategy across travel ecosystems, including ownership of key third-party providers

• Manage senior-level relationships with strategic partners, ensuring performance against contractual obligations, KPIs, and business objectives

• Identify and evaluate new partnership opportunities to expand capabilities, improve customer value proposition, and drive growth

• Establish and maintain governance frameworks to oversee partner performance and risk alignment

• Own the full customer journey across travel products, including discovery, booking, servicing, and post-travel engagement

• Lead and manage travel call center operations, with full accountability for service delivery, performance, and customer outcomes

• Define and execute a strategy to elevate servicing to a more premium, differentiated experience aligned to customer expectations and brand positioning

• Ensure achievement of all key service metrics, including service levels, quality, customer satisfaction (e.g., NPS), and operational efficiency

• Identify opportunities to scale operations effectively while enhancing the quality and consistency of the customer experience

• Modernize servicing capabilities, reduce friction points, and enable a seamless, high-quality experience across channels

• Partner with Marketing to define and refine the travel value proposition, ensuring alignment with target segments and business objectives

• Provide input into go-to-market strategies, including positioning, messaging, and campaign priorities

• Define and execute the strategy for AI-enabled capabilities across the travel ecosystem, including personalization, search, and servicing

• Oversee delivery of AI initiatives in partnership with Digital and Technology ensuring alignment with business priorities

• Ensure all digital and AI capabilities meet enterprise standards for risk, compliance, and governance

• Ensure all activities adhere to Citi’s risk and control framework, including applicable regulatory requirements

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

• Establish appropriate controls and documentation to support ongoing governance and oversight

• Drive consistency in processes related to approvals, including NAC or equivalent governance bodies where required

Requirements

• 15+ years of relevant experience in partnerships, travel, digital platforms, or related areas
• Demonstrated experience managing complex partner ecosystems and senior external relationships
• Proven ability to operate effectively within a large, matrixed organization
• Strong strategic thinking and ability to translate strategy into execution
• Experience leading cross-functional initiatives involving multiple stakeholders
• Familiarity with customer experience design, digital platforms, and marketplace models
• Experience with AI, data-driven solutions, or digital innovation preferred

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Hard Skills

• partnership strategy
• customer experience design
• AI-enabled capabilities
• digital platforms
• data-driven solutions
• go-to-market strategies
• service delivery
• operational efficiency
• risk management
• compliance

Soft Skills

• strategic thinking
• relationship management
• cross-functional leadership
• performance management
• customer satisfaction
• governance
• communication
• problem-solving
• execution
• stakeholder engagement