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The health and safety of our colleagues and candidates for employment are our highest priority. Accordingly, Citi continues to monitor the COVID-19 situation closely. We have implemented precautionary measures across our firm globally, including conducting all candidate interviews virtually on a temporary basis until further notice where needed.

Head of Connected Commerce Product and Experience Delivery - Hybrid

Job Req ID 22543368 Primary Location New York, New York; Atlanta, Georgia; Elk Grove Village, Illinois Job Category Product Management and Development
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Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. For the past 200 years at Citi, we have a drive to help clients move from ambition to achievement. Our company has been one of the foundational components of today’s modern financial infrastructure—this gives us a level of unmatched expertise in tackling the world’s most complex challenges and connecting across capabilities to enable lasting progress for our clients. 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.

Citi’s North America Personal Banking & Wealth Management (PBWM) has a unique opportunity to leverage its consumer relationships and footprint, state of the art technology and leading consumer banking position to deliver customer value in a targeted and impactful way.

Citi Retail Services (CRS) is a leading provider of private label and co-branded consumer and commercial credit card productsacross the U.S. and Canada. Retail Services, serves nearly 90 million accounts for many iconic brands, including Best Buy, ExxonMobil, Macy's, Sears, Shell, and The Home Depot, among others. The business also provides retail industry expertise, including digital integration, transaction data analytics, and fully integrated marketing and loyalty programs.

In light of changing consumer expectations, the evolving retail paradigm and the rapid emergence of non-traditional players in the payments space, CRS plays a key role in ensuring Citi’s position as the undisputed B2B2C point-of-sale lender of choice for merchant partners.  Our Connected Commerce strategy enables the introduction of new capabilities, robust product strategies, expanded partnerships and new revenue streams. This strategy, coupled with our best-in-class Franchise and Specialty businesses will continue to strengthen our diversified business model and unlock an expanded target client model – enabling us to provide both our existing and new partners with expanded products, a more streamlined integration and speed to market.  

The Head of Connected Commerce Product and (Customer) Experience Delivery will lead a team that will drive the development of a full suite of lending products that will be embedded into the Connected Commerce b2b platform. In addition, this role will also drive the delivery an integrated customer-facing Connected Commerce experience as articulated by the Customer Experience Strategy team. 

The role will report directly into the Director of Connected Commerce Product & Delivery, responsible for driving the growth and evolution of the Connected Commerce platform business over iterative generations to drive sales and loyalty through merchants and their customers by offering world class b2b lending solutions, seamless digital servicing and digitally led integration tools.

The individual will lead a team who will partner very closely with technology, operations and business counterparts to define product & customer experience requirements and features, balancing and optimizing needs with risk and regulatory requirements leveraging agile methodologies.  This will require articulation and refinement the generational roadmap, expected outcomes including developing and monitoring key performance metrics. 

The Product and Integration lead will also be responsible for ensuring cross functional alignment of requirements and safeguarding investment dollars, resources, and capabilities/technology solutions to enable flawless and timely delivery.    

This role will require an individual with business knowledge, customer experience acumen, communication and influencing skills at all levels, a strong focus on strategic execution and a background in marketing technology, product development or consulting.  Necessitates a degree of responsibility over technical strategy.


  • The Product Developer is responsible for all activities related to the development of new products and/or features and functionality of products including developing business cases, requirements definition (BRDs), product enhancements innovation, feature and functionality definition based on market and industry research, trends and client needs.

  • This role manages the end-to-end product development lifecycle and will also scope product releases, agreeing to and tracking business priorities, incorporating regulatory and compliance requirements and investment tracking

  • Creates a product vision aligned to business priorities and corresponding road-map to delivery

  • Follows market, industry and client trends to own field and adapts them for application Citi’s products and solutions platforms

  • Conceptualizes, plans, prioritizes, coordinates design and delivery of products or features to product release, and serves as product ambassador within user community

  • Works in close co-ordination with Technology, Business Managers, Sales and senior stakeholders to fulfill the delivery objectives

  • Manages and implements a wide variety of products and solutions

  • Has responsibility to deliver significant direct business results and authoritative advice regarding product development that necessitates a degree of responsibility over technical strategy

  • Drive partnerships with other business areas across Citi, ability to identify strategic opportunities for product and platform partnerships and synergies where capabilities can be leveraged or re-used

  • Deliver and continue to refine strategic roadmap, backlog themes and priorities 

  • Direct the identification of risks which impact program delivery and ensure mitigation strategies are developed and executed when necessary.

  • Build a strong, talented, diverse team focused on building strong relationships across and with adjacent functions committed to winning together 

  • Assists program team in negotiating for resources owned by other departments in order ensure the program is completed within stated timelines.

  • Confer with leaders, peers and partners to ensure that business objectives are focused on the development sustainable and systemically responsible solutions

  • 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.


  • 15+ years of experience, including 8-10+ years' managerial experience

  • Proven track record of successfully managing in a large and complex business

  • Intellectual curiosity, analytical and conceptual

  • Proactively seeks and develops new opportunities

  • Excellent analytical, interpretive and problem solving skills

  • Proven track record of bringing diverse groups and perspectives to work against a common goal

  • Ability to maintain momentum and minimize client attrition

  • Ability to establish and maintain senior client relationships and to work across multiple facets of Citi businesses

  • Process Management knowledge with a propensity for detail and comprehensiveness of content

  • Ability to collaborate and clearly communicate with senior members of an organization

  • Project Management skills with experience leading large cross functional initiatives

  • Proven track record as change agent, with ability to encourage and embrace innovative ideas and solutions

  • Knowledge of Forecasting platforms, database management and tools is preferred, not required

  • Self-aware with ability to adapt to various situations, rapidly assimilate and report on complex information while creating a future vision


Bachelor’s/University degree, Master’s degree preferred.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.


Job Family Group:

Product Management and Development


Job Family:

Product Strategy and Planning


Time Type:

Full time


Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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View the EEO Policy Statement.

View the Pay Transparency Posting


Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

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