The US Consumer Digital (USCD) organization oversees the digital products and client experiences across Citi's Global Consumer Bank (GCB). At the heart of everything we do in USCD is a relentless focus on consumer centricity, taking a singular view of consumers across GCB's businesses. We are an empowered organization that moves fast to continuously improve our consumers' digital experiences. USCD is organized into domains that are aligned to our customer missions.
The Reward Domain's mission is to design and deliver loyalty capabilities that simplify and enrich the lives of our customers and foster deeper engagement with existing and new financial products and services. The Reward Domain helps customers understand the value proposition of their credit card and retail bank relationships and manage the rewards and benefits associated with their account relationship. Our team is passionate about creating and delivering consistent and seamless digital solutions to help customers unlock potential of their relationships with Citi products and services.
We are seeking a talented, strategic, imaginative, and experienced leader who is passionate about building and leading teams, and creating best in class digital features to join the Rewards Domain as Senior Product Manager, ThankYou and Global Rewards Platforms. This role reports into the Head of USCD Rewards Domain. The Senior Product Manager will be responsible for creating and delivering seamless experiences for credit card and retail bank consumers using their points they have earned through the ThankYou Rewards program in the U.S. and redeeming applicable Loyalty currencies in Global Markets.
The candidate will develop a Rewards Strategy and Roadmap to champion creation and build of digital features that simplify the account servicing and redemption process, personalize experiences at the customer level to improve reward option findability and drive program awareness, and create new digital reward options for customers to use their loyalty currency. Further, the candidate will establish and utilize Program KPIs to inform program direction, manage Agency relationship to raise the bar in feature design, and partner with US Rewards Program and Agile scrum teams to successfully build and launch features. The candidate will also collaborate with Reward Program Business Heads, other Digital Domain Leaders, internal stakeholders, and external partners to communicate and align on strategic direction of Rewards Program, features required to deliver on the plan, commitments required by internal and external stakeholders, and foster a collegiate environment to drive results.
Lead a team of Product Managers and engage with an experienced cross-disciplinary staff to conceive, design and develop innovative financial platform products
Responsible for the overall vision, technical capabilities and roadmap of the digital product platform
Engage with businesses and shape business and product requirements in to platform requirements
Own the overall platform business plans and roadmaps
Drive product development for new initiatives
Make appropriate tradeoffs to optimize time-to-market
Maintain the product roadmap, and clearly communicate goals, roles, responsibilities and desired outcomes throughout the company
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Key characteristics of the ideal candidate for this position are:
Customer advocate have customer intuition and continuously think like a customer. Bring the customer voice to all projects and ensure we are delivering experiences that are both right for the business and customer
Continuous learner/ Digital futurist curious and constantly learning about the future of digital experiences, understand digital trends and not only builds for our customers' current challenges, but also innovates and explores future needs
Storyteller leverage customer stories and perspectives, grounded in data, to build broad empathy for customers' lives in order to highlight an opportunity or convey the impact of a customer issue
Influencer persuasively rally teams, often with different needs and demands, around the customer platform
Collaborative partner partner across businesses and facilitate working together across silos in order to harness insights and develop solutions that are best for the customer and align to Citi's mission
Data-driven mindset anchor decisions in analytics and drive accountability of the customer experience through data and metrics
Brand ambassador strong advocate of Citi products and services, both internally and externally
Communication - possess the interpersonal skills to effectively influence and manage relationships with a variety of global stakeholders, including internal and external stakeholders, and local and regional leaders to define and execute best in class digital experiences.
10+ years of experience
Experience shaping business strategy for technical and/or Rewards products or services
Responsive, flexible and able to succeed within an open collaborative peer environment
Excellent product and platform instincts and communication skills coupled with a passion for business, technology while delivering a world-class customer experience
Demonstrated track record managing all aspects of a successful Rewards product or platform throughout its lifecycle, including product strategy development, customer insights/needs, and requirements definition
Data-driven analytical skills and be able to operate and thrive with partial information and ambiguity and have a track record of building successful teams
Demonstrated ability to define, prioritize and deliver best in class software service products
Thinks strategically, but stays on top of tactical execution
Capacity to develop, and maintain comprehensive set of business plans and financial models
Ability to succeed in a cross-matrixed organization that relies on building support in other groups
Capacity to adapt to shifting goals and activities
Capacity to manage multiple activities in parallel
Self-starter with the ability to define goals and strategies with minimal management oversight
Willingness to take risks to develop a business in unchartered waters
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Time Type :Full time
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