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Head of Product Development

Job Req ID 21372117 Primary Location New York, New York Job Category Product Management and Development
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The USCB Multi-Relationship Customer (MRC) Segment Team is tasked with attracting and retaining customers to this critical customer segment.   The segment team consists of two parts:  developing both short and long-term strategies to drive growth of the segment (via acquisition, engagement and retention) and creating and partnering on a robust Tech roadmap to bring those strategies to life.  This role leads all work to drive the implementation roadmap, managing MRC-specific funds and partnering on MRC initiatives led by other teams.  In addition, this role is on point for all innovation that can drive MRC’s, such as an MRC Value Proposition. Lastly, it will be important to construct clear processes to drive the roadmap forward, as all MRC projects stretch across functions and there are rarely existing means to move projects forward

Responsibilities:

  • MRC Roadmap/Project Management:  Develop and implement a wide range of tech projects spanning Digital, Retail, Cards, Marketing and Branch.  Institute process for managing across these functions and gain agreement to approach.  Track and flag Tech budget both owned and “on behalf of” (e.g. MRC projects in Digital).  Ensure Tech BOW is proceeding as committed with clear reporting and that quarterly release processes are adhered to across Cards, Retail and Digital.  Be able to “see ahead” to where builds will falter and proactively flag and address issues (e.g. resourcing, communication).  Provide clear structure around complex projects and push to identify the core “make or break” issues early and to drive to closure.    
  • MRC Product Development (MRC Value Proposition):  Lead full-scale product builds on a broad range of MRC product ideas.  These ideas include rewarding customers for having dual relationship, such as accelerators on Card currency as well as new ideas on when and how best to acquire MRC’s (e.g. at point of purchase, as an upfront bundle vs. separately, etc.).  The MRC team has launched at least one new major launch per year and expect the pace to continue and accelerate  This individual will lead the entire development from concept sizing through to final launch, defining all business and functional requirements, developing user stories, and aligning with other Business partners (e.g. Marketing, Digital, Cards, Bank) to ensure all are on board.  As each new development is a “first ever” the process of identifying challenges and resolving is particularly involved, with a close eye for detail and specificity.  This role will also be on point to coordinate resolution of all issues in the build, as well as securing all necessary approvals (e.g. Legal, Compliance, etc.) and will design and lead FUT. 
  • MRC Experience:  Partner with Digital, Operations, CX, Branch and Tech to identify foundational capabilities that will significantly improve the experience for MRC’s.  Develop and drive a complete and updated set of initiatives each year designed to streamline the CX and ensure servicing is omnichannel.  Specifically, be on point to frame the required capabilities, and create clear agreement with functions on when and how capabilities will be in place.  Where necessary, size the work and potential upside in order to champion (which will include working with Tech to accurately size the “lift” required), working with the MRC Segment team to quickly size the business case to gain approval
  • Innovation:  Develop new and innovative ideas to drive MRC’s, including new value propositions for growth segments, new Retail products and packages that may appeal to MRC’s, and builds onto Cards and Retail innovation activities.  Move from insight to ideas to testable concepts; work closely with Market Research to design and field research to yield specific and actionable results. 

Qualifications:

  • 10+ years of relevant experience
  • Has developed and delivered financial services products from a technical point of view, including having written highly detailed business and functional requirements, developed user stories, and successfully used both waterfall and agile processes
  • Demonstrated experience in project management related to product builds, having created multiple detailed project plans across functions down to a granular task level.  Specifically, having successfully run projects involving 15+ functions (e.g. Operations, Tech, Digital, Legal, Compliance, etc.) and sub-functions (e.g. Risk IT)
  • Demonstrated experience in project management related to multiple builds, having tracked and monitored upwards of 50+ different initiatives in a comprehensive manner with clear visibility to all partners and a means to flag any that are lagging and ensure back on track
  • Demonstrated experience in issue resolution, taking a disciplined and structured approach to unpacking the issue and identifying the correct functions and individuals to address
  •  Experience managing cross functional areas with direct/indirect reports (e.g. risk, finance, decision management, marketing, operations)
  • Deep familiarity with financial services technology and customer experience across all aspects of the customer lifecycle (acquisition through attrition)
  • Consistently demonstrates clear and concise written and verbal communication

Education:

  • Bachelor’s Degree required, Masters preferred

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Job Family Group:

Product Management and Development

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Job Family:

Product Management

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Time Type:

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Effective November 1, 2021, Citi requires that all successful applicants must 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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