The Digital Client Experience (DCX) organization oversees the digital products and client experiences across Citi's GCB. At the heart of everything that we do in DCX is a relentless focus on client centricity, taking a singular view of clients across GCB's businesses. We are an empowered organization that moves fast to continuously improve our clients' digital experiences. DCX organizes around domains that are aligned to our customer missions and this leader will be part of the Grow domain.
DCX Grow Domain 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 Grow Domain will help customers Understand the Value Proposition of their Retail Bank and Credit Card relationships, manage Rewards, Benefits, and Offers associated with their account relationship, and find new products and services to meet their future financial needs.
Our team is passionate about creating and delivering consistent and seamless digital solutions to help customers unlock potential of their existing relationships and expand across other products and services.
We are seeking a talented, imaginative, and experienced individual who is passionate about creating best in class digital experiences to join the DCX team as SVP, Head of Benefits, Offers and Product Conversions. This individual will report into the Head of DCX Grow Domain. S/he will responsible for setting the vision, strategy and roadmap for Citi-hosted Benefits, Sales Growth Incentives, Offers, Product Trades and Upgrades for Consumer Card and Retail Banking digital experiences.
The core responsibilities of the SVP, Head of Benefits, Offers and Product Conversions includes: (a) digital strategy and planning that aligns with Product Teams goals and omni-channel experiences (b) champion progress and best-in-class digital experiences to deepen engagement, (c) partnership across the business, third-party platform partners, technology and control function teams, (d) serving as an expert in their domain and delivering customer need through awareness of market and competitive position, (e) managing development and implementation of insight-driven digital solutions, (f) investment management/ prioritization
The SVP, Head of Benefits, Offers and Product Conversions is specifically responsible for:
Develop Digital Loyalty Strategy for Product Benefits, Offers and Incentives, Product Upgrades and Trades for Consumer Card and Retail Bank segments
Partner with Product and Program LOB, Platform Partners, Citi Technology, and across DCX Relationship, Enable, Operations and Client Advocate teams to define and deliver best in class digital solutions that help customers maximize the value of their Citi relationship
Create, own, & drive digital roadmaps, planning, and investment prioritization based on customer and business needs
Partner with Digital & Consumer Insights team to monitor and track efficiency KPIs around Benefit, Offer, and Product Conversion journeys and send out to Sr. Leadership on an on-going basis
Interface with Legal, Compliance, Risk, and ensure strategies and execution for all are delivered flawlessly and meet key compliance and controls needed to protect both our business and customer interests
Partner with IT in evolving and fine tuning agile development methodology, seamless journey delivery and identify process improvements within the working model to maximize the productivity of the Agile Scrum teams
Assess the market, competitive landscape in understanding of digital capabilities, experiences, competitive assessment with an objective of pushing the envelope to deliver best-in-class and personalized digital experiences to drive features that support the goals as well as help Citi Leap Frog the competition by developing industry first features.
Manage a team of high-performing individuals each responsible for sub-domain features within Grow domain to ensure continuity of the current efforts. In addition, develops an expanded mandate in partnership with Product and Marketing LOB
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
Citi's Mission and Value Proposition explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients' and the public's trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.
Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop to are widely available to all.
8 years' experience in Product, Marketing, or Technology role in a customer-focused company with an emphasis on digital expertise that cut across platforms (browser and mobile)
Strong people leader with a passion for building world-class, highly engaged teams
Customer centric with an engineering mindset; strong record of achievement in applying research and analytical tools to shape research-driven solutions and approaches that drive change/achieve business goals
Though Leadership with a thorough understanding of trends happening in web, mobile and conversational channels
Solid product management background, with the ability to coach, mentor, and develop product managers on the team
Strong technical acumen with web, mobile, management of agile scrum teams required
Team player with excellent interpersonal skills and ability to influence, collaborate and communicate across levels and lines of business, internal resources and external vendors
Excellent organizational and project management skills. Pragmatic problem-solver. Solutions oriented
Adaptable, Bold, Collaborative, Courageous and Determined and operates with a lot of Empathy both in internal interactions and for the customer
Experience with Agile processes and tools required
Bachelor's degree required; advanced degree preferred