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Director, Head of Travel Partnerships, Customer Experience & AI (Hybrid)
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About the position
The Director - Head of Travel Partnerships, Customer Experience & AI is a senior leadership role accountable for defining and executing the end-to-end travel strategy, including strategic partner management, customer experience ownership, customer servicing and AI-driven innovation across the travel ecosystem. The role will serve as the single point of accountability for travel performance, partner value creation, and customer experience delivery, while driving future-forward capabilities that enhance differentiation, scale, and efficiency. This role will operate at an enterprise level, influencing senior stakeholders, managing key external partnerships, and ensuring alignment with broader business, risk, and technology objectives. The role will report to a Managing Director role and function as an integral member of the functional leadership team.
Responsibilities
Lead the development and execution of the partnership strategy across travel ecosystems, including ownership of key third-party providers (e.g., platform and content partners)
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
Support initiatives to drive customer acquisition, engagement, and retention
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
Bachelor’s/University degree, Master’s degree preferred and managerial experience
Nice-to-haves
Experience with AI, data-driven solutions, or digital innovation preferred
Benefits
medical, dental & vision coverage
401(k)
life, accident, and disability insurance
wellness programs
paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays
