Job Description

SVP, Catalyst Initiatives, Global Customer & Digital Experience

 

The Customer & Digital Experience (CDE) Team is the foremost customer advocate within the Global Consumer Bank at Citi. We harness the full power of our people, data, and resources to maximize prospect & customer engagement in support of our strategic priorities. Our global team is responsible for driving all aspects of customer experience, targeting and engagement across the franchise. We take a disciplined, data-driven approach to enhancing the customer experience across the full lifecycle, with digital and mobile as priority channels for acquisition, servicing and engagement.  We are focused on delivering sustained, long-term business benefit to the Global Consumer Bank by accelerating our progress towards being an industry-leading digital bank.

 

The Global Integration & Initiatives team within the Customer and Digital Experience group is responsible for managing a highly collaborative interaction model between the digital / CX teams across the world, and to deliver on key initiatives that address common digital needs ("catalyst projects").

 

Responsibilities

  • Own and execute major digital / CX initiatives that are agreed upon priorities with the regions and will provide dramatic benefits, e.g. speed to market. For instance, streamlined internal control / governance processes (see representative list of initiatives below)
  • Provide on-the-ground support to regional teams on these catalyst initiatives via a joint delivery model, ensuring regions take action as a result of the consultation and support provided by CDE. Plan for occasional travel to Mexico and/or Asia (~1-2 visits per quarter)
  • Build strong relationships with global and regional partners across business, control community, operations and technology to ensure project delivery
  • Support executive level reviews of joint CDE and region initiatives (e.g., Business Reviews with Global Cards & Consumer Services and MX and APAC Heads)

 

Representative initiatives

  • Streamlining internal control processes for digital feature rollout: Evaluate existing processes; compare variances across the world; identify pain points; co-create go-to process with key control partners; socialize with leadership and secure buy-in; pilot / execute reengineered process
  • Vendor onboarding for digital partnerships: Work with key partners in Citi TPM (third party management), procurement, Information Security and other groups to accelerate onboarding of new CDE partners
  • Next-gen collaboration tools: Identify, evaluate in-house / external options, and champion rollout of next-gen digital collaboration tools (e.g. team communication tools like Slack, workflow tools) to allow seamless partnerships between and across global teams
  • Knowledge management: Work closely with other team members in strengthening existing standards database / repository and socializing with all digital stakeholders
  • Other initiatives could include fraud customer experience, agile transformation, etc.

 

Critical Competencies

  • A problem solver. Someone who can go to the root of problems quickly, surface the reasons why it has proved to be difficult to fix so far, and identify what it will take to fix it
  • Process / Reengineering skills are desired (e.g. lean / six sigma / productivity) given current project mix, but need someone with a strong execution mindset vs pure process expertise
  • Deep understanding of Citi internal control processes is very useful (e.g. familiarity with first and second line of defense risk/control mechanisms, Citi third party management)
  • Highly skilled communicator with the ability to deeply connect with people. A good listener who is able to appreciate and internalize multiple points of view
  • Collaborative, yet has an inherent ability to lead. A team first mentality; prefers to work with others. Able to motivate and collaborate across a variety of functions
  • He/she is comfortable managing through ambiguity and in a very fast-moving environment. Resourceful and a self-starter, will know how to make things happen through people, while also being hands-on
  • Sound strategic ability and mindset

 

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
 
Citi's Mission and Value Proposition  explains what we do and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients' and the public's trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.
 
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.

 


Ideal qualifications:

  • 7-10 years of experience in financial services, with particular expertise in digital banking
  • Process / reengineering skills, and/or digital athlete with demonstrated success in change management
  • Deep understanding of Citi internal control processes is very useful (e.g. first and second line of defense risk/control mechanisms, third party management)
  • Demonstrated general management, leadership and collaboration skills
  • Prior consulting / change management experience is a plus
  • Experience leading global initiatives across multiple geographic regions and lines of business
  • Undergraduate degree required; advanced degree (especially MBA) desirable
  • Ability to speak Spanish highly desirable


Qualifications

Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity

Application Instructions

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