Program Manager, Online Customer Experience
Citi, the leading global financial services company, has some 200 million customer accounts and does business in more than 100 countries, providing 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, and wealth management. Additional information may be found at www.citigroup.com or www.citi.com .
Citi Inc. and its subsidiaries ("Citi") are equal opportunity employers M/F/D/V and do not discriminate on the basis of any legally protected status or characteristic.
The Program Manager of Online Customer Experience Strategy will be responsible to:
- Enhance current online customer experience to deliver/exceed the Cards' business plan as it relates to Activation, Engagement and Retention
- Collaborate with the Segments in defining customized online experience for differentiated customer segments within the cards business. Develop online experience roadmaps for Affluent, HRAM, Value (and other relevant customer segments). Channels include Personalization, Interstitials, Microsites and others.
- Build and articulate a customer segment/life stage driven customer experience strategy to engage and re-engage customers through online channels. Drive initiatives such as development of Welcome portal for NTC populations.
- Drive business and segment ECM goals by assessing need/impact for building fulfillment for key ECM actions online such as development of re-engagement choice offer online, retention etc.
- Drive online engagement through targeted programs to increase the penetration and improve the experience by bundling programs like recurring payments, online bill pay and increasing account online usage.
- Drive the identification and definition of business requirements and customer needs relative to online experience/servicing capabilities/functionality and new online channels. Partner with CMO/Internet team in definition, design and delivery of capabilities and new channels
The ideal candidate should meet the following criteria:
- 6+ years of progressive experience
- Unique customer focus. Strong record of achievement in applying a customer mindset to shape solutions and approaches and to realize marketplace potential/achieve financial goals
- Understanding of workings of segment ECM programs and proven and robust relationship management across segments groups
- Proven ability to implement new and ground breaking projects that require clear articulation of requirements and capability translation
- Relevant experience in defining new customer experiences
- Demonstrated ability to synthesize, prioritize and drive results with a strong sense of urgency
- Data-oriented, financial acumen with a business manager mindset
- Self-motivated with a passion to transform the Cards business
- Strong communication, presentation and influencing skills
Additional Information:
