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SVP, Cash Customer Strategy

Job Req ID 24749946 Location(s) New York, New York; Wilmington, Delaware Job Type On-Site/Resident Job Category Product Management and Development
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About Citi

For the past 200 years at Citi, we have a drive to help clients across the globe 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 US Personal Bank 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. To deliver on this mission, we are seeking to hire this key role in the U.S. Branded Cards and Lending business.

Background & Position Summary

Citi US Branded Cards and Lending (US Cards) is a market leader in the credit card industry. With a pre-eminent global brand and distribution, US Branded Cards maintains its leadership position by delivering industry-leading products, advanced services and payment systems that address clients’ evolving needs.

This position is part of the Branded Cards Proprietary Product Management team, within the larger US Cards organization. We are focused on delivering world-class products to drive customer loyalty, revenue and bottom line growth. Our mission is to drive profitable, sustainable growth in the Proprietary Card portfolio by leading in mass market borrowing, growing share of affluent spending and utilizing relevant, high impact marketing.

Cash back rewards is one of the most popular forms of rewards currency among credit card consumers, and a category that’s growing overall. Citi has multiple legacy cash back credit card portfolios, in addition to Double Cash and Custom Cash. This is a key role to help the team refine the Cash customer loyalty and retention strategy to help accomplish product-specific and portfolio level goals. This role will also evaluate additional opportunities to fine tune the rewards redemption mix for each of the products, while leveraging partnerships to deepen customer engagement and profitability. This is a high impact role, requiring collaboration with managers across Product, Marketing, ThankYou, Decision Management and Risk on a regular basis. The successful candidate will be in charge of the Cash portfolio ECM rewards and loyalty strategy. This will require assessing the performance of ECM treatments impacting Cash products, looking at efficiency and productivity of each treatment.  It will also require assessing which approaches work across the portfolios, versus approaches that need to be tailored to each individual Cash product.

Key Responsibilities

The specific responsibilities for this role are as follows –

  • Drive optimal rewards redemption mix across the Cash portfolio, considering needs/wants of customers against profitability goals.
  • Determine fit for early and ongoing customer loyalty programs across the Cash portfolio, to help drive appropriate customer behavior/s.
  • Define best practices for rewards experience for Cash back earn and redemption within Citi digital properties, collaborating with the ThankYou Rewards team.
  • Formulate medium- and long-term strategy for Cash customer loyalty and retention, while managing successful execution of margin enhancement initiatives for Cash products.
  • Partner with the marketing teams to deliver on the Cash customer strategy and track metrics to course correct as needed.
  • Monitor customer experience across rewards and loyalty touchpoints and continually surface opportunities for improving experience and deepening share of wallet.
  • Contribute to achievement of product financial performance, revenue performance, and expense management goals as well as oversee identification and execution of opportunities and gaps business plans.
  • Be the Cash customer advocate, while balancing the needs of other products across US Branded Cards, e.g., early engagement, primary card treatment, etc.
  • Track customer complaints regarding cash rewards and collaborate with team to conduct regular call listening to focus on customer needs and experience improvement opportunities.
  • Oversee client and competitor market research as it pertains to loyalty and cash back rewards and assist product managers in addressing product commoditization to create an advanced set of solutions.
  • Appropriately assess risk when business decisions are made, demonstrating 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.

Candidate Qualifications

  • Bachelor’s Degree and 10 plus years of relevant experience in the lending space. Master’s degree preferred.
  • Knowledge of marketing, credit, acquisitions, product development, and analytics
  • Analytical skills with ability to develop business cases to support recommendations. Experience with financial management, forecasting and understanding of credit card P&Ls is preferred.
  • Strong creativity, self-motivated, with a passion to transform the business.
  • Strong drive and initiative – ability to push forward in face of multiple priorities and obstacles; extremely practical bent to work planning and getting things done.
  • Project management and time-management skills with the ability to manage multiple projects simultaneously. Self-starter with ability to work independently. Demonstrated ability to synthesize, prioritize and drive results with a high sense of urgency
  • Strong communication skills particularly in writing; designing slides and presentations to persuasively make the argument and particularly in designing analyses that specifically support arguments.
  • Strong relationship management skills (internal and partner).
  • Influencing skills - ability to work across multiple teams, functions, and businesses.


Job Family Group:

Product Management and Development


Job Family:

Product Management


Time Type:

Full time


Primary Location:

New York New York United States


Primary Location Full Time Salary Range:

$163,600.00 - $245,400.00

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 Available offerings may vary by jurisdiction, job level, and date of hire.


Anticipated Posting Close Date:

May 22, 2024


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.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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