Meg Damus
- Role
- Senior Vice President, Head of Experience & Strategy for Executive Support, Technology at Citi
- Location
- San Francisco, CA, US
- LinkedIn followers
- 500 followers
Experience
Senior Vice President, Head of Experience & Strategy for Executive Support, Technology
Oct 2016 — Present
Leads a ten-person team and manages all facets of the executive client success strategy for the top 2,500 executives from new client onboarding, technology delivery and support, to client satisfaction services.\\\\n-Identifies continuous client experience improvement efforts that drive reengineering, process improvement and efficiency across the Executive Support technology organization to ensure the team is providing exceptional service and experiences to all of Citi’s Executives, including the CEO and her management team.\\\\n-Created a metrics team to measure internal service levels, key processing indicators and customer success, currently earning a 99% client satisfaction, improving overall satisfaction year-over-year.\\\\n-Responsible for improving data, turning data into insights, and executing process improvements based on data to enhance both the employee & Citi’s Executive technology experience.\\\\n-Collaborates with the product teams to align on priorities, coordinate efforts to prioritize new trainings and new technology experiences for product launches for both supported & non-supported clients via the Citi Tech Pop Up, reaching over employees.\\\\n-Heads a portfolio of cross-functional projects across Executive Support to drive and develop key business improvements in service, capabilities, and process improvements within the organization.\\\\n-Collaborates with internal stakeholders and business leaders on cross-functional technology initiatives, designing blueprints for new ways of working, and developing technology-focused customer experience models/standards.\\\\n-Demonstrates critical thinking and sharp problem solving skills by leveraging data-backed analysis, data science tools, research and strategy frameworks to support the design and execution of new technology support solutions.\\\\n \\\\n\\\\n \\\\n \\\\n\\\\n \\\\n
Education
Loyola University Maryland
Bachelor's degree, Finance, General
2001 — 2005
Convent of the Sacred Heart
High School
1997 — 2001
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