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Digital Channels & Client Experience - Product Manager (AVP)

Job Req ID 22541721 Location(s) Singapore, Singapore Job Category Product Management and Development
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The Digital Engagement team is responsible for driving Citi’s key digital metrics such as mobile banking adoptions, digital usage and digital onboarding processes.

The ideal candidate will be extremely result-oriented, who can help us drive success in digital adoption, usage and enhance customer experience, via data driven strategies and digital innovations. You are a leader, problem solver and innovative entrepreneur, proactive in executing plans to meet planned objectives. You have passion in driving digital growth and contributing to sales, service, productivity, and cost optimization. You enjoy working in an environment where you are fully empowered to do what you believe is right and implement go-to-market strategies quickly, both in working as a team and independently.

Roles and responsibilities

· Work with team to drive and support Singapore teams to deliver ambitious digital growth with some examples as below: mobile banking adoptions, digital usage, digital commercialization

· Key deliverables

o Drive engagement E2E programs/campaigns that meet KPIs

o Day-to-day execution of engagement activities

o Ideate and identify new opportunities to grow adoption and usage

o Manage customer enquiry/complaint related to the engagement activities.

· Work closely with the Regional and local partners to execute digital engagement activities/campaigns

· Measure, track and review digital metrics and reports to relevant senior stakeholders on a timely and regular basis.

· Work closely with control and governance stakeholders such as Risk, Operations, Compliance, Legal, Governance, Data Security, and Fraud to review and obtain approval for planned initiatives.

· Work with analytics teams or external agencies to analyze and translate customer insights into actionable engagement strategies

· Partner cross-functionally with Product, Regional, Marketing, Customer Experience, Contact center and Data teams to drive user adoption, usage and engagement KPIs.

Qualifications & Experience

· Minimum 4 years digital engagement experience in digital/mobile adoptions, usage, customer journey, process/product roadmap, transformation/change, and service migration, preferably from banking and financial industry.

· Relevant bachelor’s degree in the field of business information technology, humanities social sciences.

· Good knowledge in digital or ecommerce marketing.

· Experience in managing end-to-end projects/campaigns

· Ability to actively contribute from ideation to implementation processes with stakeholders

· Very strong in hands-on execution and ability to drive projects in tight timelines

· Strong verbal, written communication and presentation skills

· Accountable, proactive and thoughtful with high attention to detail and strategic problem solving

· Effectively work internally and externally to address, manage and resolve escalations independently

· Enjoy working in a dynamic and fast-paced environment

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Job Family Group:

Product Management and Development

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Job Family:

Digital Product Management

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Time Type:

Full time

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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

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