Citi Branded Cards - Premium Customer Experience Lead, Senior Vice President (Hybrid)

Citi Branded Cards - Premium Customer Experience Lead, Senior Vice President (Hybrid)

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

Within Citi Branded Cards, the Premium Customer Experience team designs and delivers differentiated, seamless and personalized experiences for Citi's affluent cardmembers. This Premium Center of Excellence inspires cardmember engagement and loyalty while elevating Citi's position as the premier partner for the most discerning cardmembers. Guided by customer-centric design and strategic outlook, the Premium Customer Experience team was established to enrich affluent cardmembers' lives by delivering elevated experiences that strengthen relationships, enable growth, and secure Citi's leadership in the affluent segment.

The Premium Customer Experience Lead, Senior Vice President will design and deliver premium, frictionless experiences for affluent cardmembers that match our brand promise. This individual is responsible for ensuring that every premium client interaction - across products, services, and channels - reflects a seamless, personalized, and elevated experience in new and existing touch points that deepen cardmember engagement and loyalty. Leveraging a deep understanding of user experience design and an obsession with our end-to-end client journeys across disciplines, the Premium Customer Experience Lead will define and execute on our vision for the affluent cardmember experience. Such experiences will deepen cardmember engagement while retaining and growing our most valuable cardmember relationships.

Responsibilities:

• Design and execute on a strategic vision of our premium cardmember experience across new and existing touch points and journeys. Position will work in partnership with a number of internal partners (e.g., digital, technology, servicing, operations, fraud, risk, marketing) to define and build optimal client experiences from end-to-end.
• Design solutions to quickly resolve client pain points while also designing incremental opportunities and experiences that exceed client needs and better position Citi's leadership in the affluent segment.
• Oversee a roadmap of CX enhancements, features, and capabilities with a multi-year strategy to drive deeper engagement with key cardmember segments.
• Survey and analyze competitive industry landscapes to identify relative trends, threats, and opportunities across the market.
• 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Key Skills/Qualifications:

• 10+ years of relevant experience in financial services, ideally in a credit card or customer experience design related role serving Affluent, high net worth (HNW), and ultra high net worth (UHNW) client segments.
• Demonstrated ability to build internal relationships with broad stakeholders across the franchise to drive common goals and outcomes.
• Strong leadership and organization skills with the ability to manage multiple projects and initiatives simultaneously.
• Ability to develop strategies, gather resources, and inspire a diverse set of individuals.
• Experience operating in a global and matrixed environment including managing cross functional areas (e.g. product management, design, digital, research, technology, marketing, operations, and decision management).
• Consistently demonstrates clear and concise written and verbal communication with strong PowerPoint, Excel, and Vizio skills.
• Working knowledge of the different systems, theories, and practices relevant to a function as well as practical experience of multiple business cycles.
• Strong quantitative abilities. Understanding of P&L dynamics a plus.
• In-depth knowledge of industry and competitor products/services.

Education:

• Bachelor's degree/University degree
• Master's degree preferred