SVP - Non Rewards (Value) Portfolio - Existing Customer Engagement Lead

About Citi

Citi, the leading global bank, has approximately 200 million customer accounts and 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.

Background & Position Summary

The Branded Cards business serves 29 million customer relationships across the US, processing approximately nearly 5 billion purchase transactions annually, with about $400 billion in sales volume, and over $90 billion in customer loans. We offer a combination of class leading proprietary value propositions such as the Citi Simplicity, Citi Double Cash, and Citi Rewards products as well as co-branded credit cards with iconic industry leaders such as Costco, American Airlines and AT&T. These value propositions are supported by our proprietary Thank You rewards program, a broad range of digital lending programs such as Flex Loan and Flex Pay, and industry leading digital experiences delivered through Citi Online and the Citi Mobile app.

The Citi Value (Non-Rewards) business is one of the largest books in US Cards - with the most cardmembers and generating the highest revenue within Citi Proprietary Cards business. The Value product team consists of 3 products (Secured Card, Simplicity and Diamond Preferred) and is part of the larger Branded Cards Proprietary Product Management organization - responsible for Product and Business Management (P&L responsibility, Strategy and Planning, Budgeting, Strategic Initiatives), New Product Development (Innovation, Portfolio Strategy, Product Development, Product Launch), Marketing Strategy (Targeting, Messaging, Communication strategies) and Customer Experience (all aspects of our Card members' experience through all channels).

This portfolio is a significant strategic focus for the organization, with high visibility and attention given its size and profitability. The Company has significant investment in this area and the need for new approaches to growth is urgent and requires fresh, innovative, and analytical thinking.

Key Responsibilities

The objective of the position is to develop and lead a comprehensive customer engagement approach leveraging existing marketing programs in creative ways as well as designing new initiatives to ensure continuous card use through customer lifecycle. A successful candidate will design the overall strategy for the portfolio, by investigating existing programs, and will drive prioritization and implementation of the strategy.

• Develop immediate and long-term customer engagement and retention strategy, utilizing data driven insights and partnering with marketing leads on implementation
• Partner with all marketing program leads and analytics partners to drive learning agendas to evolve customer engagement approach
• Frame and drive customer behavior and engagement analyses across stages of lifecycle to define a tailored approach to different customer segments
• Identify and lead enhancements to existing customer experiences across different lifecycle touch points; including leading customer research
• Design customer engagement strategy for new product development efforts
• Manage control and customer issues by partnering with functional teams across the business (legal, control, technology, etc.) to review, identify and implement solutions
• Engage in Financial Inclusion and Racial Equity (FI&RE) efforts as the subject expert for Secured Card and new to credit segments. Support product governance and approval activities related to FI&RE initiatives

Candidate Qualifications

• Bachelor's Degree in economics, finance, accounting, engineering, mathematics, statistics, business, computer science or related quantitative discipline and 5 plus years of progressive post-baccalaureate experience. Alternatively, Master's Degree in one of the above fields.
• Deep strategic experience in credit cards and the credit card industry, particularly in the impact of various decisions on financial performance
• Familiarity and comfort with financals and drivers of PnLs, especially specific to credit cards
• 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 drive and initiative - able to push forward in face of multiple priorities and obstacles - extremely practical bent of mind towards planning and getting things done
• High degree of comfort with structuring analysis and defining objectives for others

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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 .

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