Primary Location: United States,New York,New York
Education: Bachelor's Degree
Job Function: Implementation
Shift: Day Job
Employee Status: Regular
Travel Time: Yes, 10 % of the Time
Job ID: 19006601
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 are widely available to all.
Define and deliver User Assistance (Online Help) & Digital Client Care (Chat) strategy in order to provide our Users with the guidance and support they need digitally through our channels. Act as Product Manager/Product Owner for Citi Direct BE Chat & User Assistance.
Work with clients and with client facing teams to understand User needs, ecosystems, pain points, and opportunities for new, innovative solutions across our Channels (desktop, mobile offerings, conversational, APIs, and more). Clearly define user goals and desired outcomes for any feature delivery. Work closely with other product managers on the team to ensure experiences are designed to be consistent and complementary across our mobile and desktop offerings.
Develop user stories and own the Citi Direct BE Chat & User Assistance product backlog.
Drive product development of new initiatives and successfully launch features to users. Measure success against KPIs, and continuously improve the offering to deliver business objectives.
Transition online help/user assistance content to new, easy to consume formats for our users (wiki-style help, tours) both independently and with vendor support. Create and manage content strategy for user assistance, establish governance for content management system.
Partner closely with regional market managers and functional partners, including Technology, Testing, Marketing, Legal, Compliance, other Product organizations, Channel Readiness, Client Operations, Activations, and Implementations to ensure buy-in on strategies and approach, and to deliver on time, high quality product offerings. In particular, Citi Direct BE Chat requires close partnership with TTS Client Operations, to support ongoing market expansion of this new feature.
Conduct market and client analysis, using tools including client interviews, user feedback, customer experience monitoring (Tealeaf/Glassbox), and competitive intelligence.
Design and manage product communications including external and internal feature announcements, reference materials, press releases, and adoption campaigns, in partnership with marketing & regions.
Define and Measure quantitative and qualitative Key Performance Indicators to demonstrate progress towards business objectives.
Ensure that all New Product Approval Compliance (NPAC), Legal, Regulatory, & Compliance processes are followed.
Support the team by acting as Product Manager for other features or offerings as needed to help users across their journey on our systems. Willingness to transition to different product management roles to build experience and knowledge.
3+ years' relevant product management experience, preferably with a background in enterprise products. Previous UI/UX research and design experience a plus.
Experience working with external clients. Previous experience in Client Service operations a plus.
Team player with ability to evidence leadership and build consensus while working within a matrix organization. Demonstrated ability to proactively solicit input and involve others in decisions and plans that affect them.
Excellent verbal, digital, and written communication skills. Strong presentation skills.
Proven experience launching products to market.
Experience with Design Thinking, Lean Product/UX methodologies, Agile/Scaled Agile Framework, JIRA a plus.
Experience in successful implementation of large, customer experience projects while managing cross functional stakeholders.
Excellent project manager, a self-starter with attention to detail and highly organized. Demonstrated ability to self-direct work efforts, meet deadlines, and produce consistent high-quality work.
Passion for the customer and their experience.