Head of Digital & Client Experience, USPB

U.S. Personal Banking

U.S. Personal Banking serves our home market with the largest consumer wallet in the world. We offer branded cards, retail services and retail banking (Citibank). We provide payment, credit and unsecured lending solutions to consumers and small businesses, with over 100 million customer accounts in North America. With a wide range of proprietary cards, co-branded cards and private label cards with leading brands and innovative lending solutions, we have a full spectrum of client-centric payment and lending products and features. We are focused on evolving with today’s consumer and continue to launch new and innovative card products, evolve our value propositions and reward offerings, extend private label and co-brand partnerships, and provide new digital capabilities to make purchases faster, convenient, and more rewarding. Citibank serves as a trusted advisor to our retail, mortgage, small business, and wealth management clients at every stage of their financial journey. Our banking services offer an array of products, services, and digital capabilities to clients across the full spectrum of consumer banking needs in the US. 

Head of Digital & Client Experience, USPB

As a member of the USPB Leadership Team, the Head of Digital & Client Experience is a senior executive, leading our mission to become a truly digital bank. Improving the experience for our growing number of digital-first clients is a top priority for U.S. Personal Banking and our firm, and our focus to be Customer Obsessed is of critical strategic importance. We are seeking a general manager who can drive the commercial outcomes for digital and client experience.

This role will be responsible for developing and executing the framework for a digital client experience; driving digital penetration, continued digitization, best-in-class overall and digital experiences across channels with sharp commercial and control rigor and intensity will be the key mandate of this team. This role requires outstanding strategic and execution skills, commercial acumen, and problem-solving abilities.

The successful candidate will be passionate about the consumer business and values customer impact; bring a track record of digital transformation, the ability to drive the design of consumer products and understands end to end customer experience. They will bring excellent communication and interpersonal skills to engage senior leaders across the business, influence, and drive scaled impact across a large, complex organization.

Responsibilities:

• Involves strategizing, designing, and executing programs that enhance the overall customer experience while leveraging innovative digital technologies to meet evolving customer needs.
• Develop and execute the bank’s client experience strategy, ensuring alignment with business objectives.
• Lead the Digital strategy roadmap, focusing on integrating customer needs with digital innovations.
• Frame the Digital & CX strategy and execution plan with each member of the USPB Leadership Team.
• Drive a client-centric culture, act as an agent of change, drive the adoption of processes and a cultural mindset shift to embrace transformation.
• Lead the design of omnichannel solutions that unify online, mobile and in-branch experiences. Set the standard within organization for engineering and operational excellence, from design to implementation.
• Delivers clarity to complexity, probe assumptions, illuminate pitfalls, and foster shared understanding.
• Keep abreast of industry trends. Effectively research and benchmark our technology and CX against competitors in the industry.
• Identify and drive the solution to tackle intrinsically hard problems. (e.g., highly complex, ambiguous, undefined, with less existing structure, or having significant business or security risk or potential for significant impact).
• Lead Client Experience Strategy & Engagement including complaints analysis, our Voice of the Customer program (NPS, JD Power, etc.), our tools for monitoring customer concerns including automated call monitoring and digital journey monitoring.
• Supervise the Continuous Improvement Program including Extreme Ownership and Pain Point resolution
• Manage the Remediation Center of Excellence (COE) team, responsible for structuring end-to-end remediation solutions and driving a central and holistic view of customer remediation efforts across the business.
• Oversee the Client Experience employee engagement program.
• Lead a team of scale across Technology and Business, fostering a culture of innovation, collaboration, and accountability.
• Ensure that all client experience and digital strategies comply with industry regulations, data privacy standards, and risk management guidelines.

Qualifications:

• Minimum 15 + years of demonstrated leadership experience in customer experience, digital strategy, or related fields within retail banking 
• Deep understanding of customer behavior, expectations, and trends in retail banking.
• Proven driver of transformational change and ability to act as a change agent in large, complex organizations
• Exceptional ability to execute with urgency and positive energy  
• Ability to influence without direct authority and shape direction at senior levels
• Ability to communicate in a compelling manner with all levels of management and across all functional areas – both written and oral
• Demonstrated leadership of large and diverse groups of people across geographies while providing thought leadership driving strategic change
• Proven ability to lead and balance the key dimensions of financial effectiveness, operational effectiveness, risk & control, client experience, and employee engagement
• High intellectual curiosity.  Strong analytical and cognitive skills with ability to translate into actionable business decisions and execution plans.  
• Management of large, diverse and multisite operations experience required
• Strong understanding and experience with the digital banking landscape
• In-depth industry knowledge of customer service operations focused on driving positive customer interactions

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

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