Engagement and Servicing Digital Senior Lead - Senior Vice President (Hybrid)

The Mass and Emerging Affluent Segments team is part of the Segments & Product Development within Citi’s US Retail Banking group. The Mass and Emerging Affluent Segments team is responsible for designing and delivering differentiated and competitive value propositions to defined client segments with a multichannel focus.

• Digital Servicing Journey Optimization: Design, manage, and continuously optimize digital servicing journeys, analyzing usage patterns and identifying opportunities for simplification, automation, and enhancement to improve efficiency and customer satisfaction.
• Customer Engagement & Primacy: Develop and execute digital strategies to proactively engage existing customers, encourage deeper product adoption, and drive customer primacy.
• Digital Self-Service Expansion: Identify and prioritize opportunities to enable customer self-service through digital channels, reducing operational costs while improving customer convenience and satisfaction.
• Customer Retention & Root Cause Analysis: Strategically identify and analyze root causes of customer attrition.
• Business Case Development for Retention Initiatives: Collaborate with Finance and Business Management teams to build comprehensive business cases for proposed customer retention initiatives.
• Performance Monitoring & Analytics: Define, track, and report on key digital engagement and servicing metrics.
• Cross-Functional Collaboration & Customer Advocacy: Partner extensively with internal and external stakeholders to ideate, develop, and implement digital servicing and engagement solutions.
• Competitive & Industry Best Practices Analysis: Continuously monitor competitor digital servicing and engagement strategies, as well as broader industry trends and emerging technologies, to identify innovation opportunities and maintain a competitive edge.
• Risk Management & Compliance: Ensure all digital servicing and engagement initiatives adhere to regulatory requirements, internal policies, and robust risk management frameworks.

• 10+ years experience in Financial Services.
• Project planning and management experience.
• Prior Consulting experience.
• Understands consumer financial services businesses and operating model.
• Proven strategic thinking and analytic skills coupled with financial acumen.
• Demonstrated ability to synthesize information, prioritize business goals and drive results with a high sense of urgency.
• Able to translate data and metrics from across different constituencies in order to create clear and concise executive presentation materials.
• Highly organized and detail-oriented.
• Able to create support across a wide range of stakeholders through well-developed interpersonal and influencing capabilities.
• Possesses excellent written and verbal communications skills.
• Able to work through a large, complex matrix organization; demonstrates a flexible approach and resilience to setbacks.
• Promotes a culture of collaboration and teamwork across organizational boundaries; willing to break down business and/or functional silos to optimize results.
• Franchise player; broad, critical thinker, self-motivated; comfortable working with ambiguity.
• Organizationally savvy; understands systems, management processes, knows where to go for information and how to interpret.
• Pragmatic problem solver, forward thinker with independence of thought.
• Deep expertise in digital platforms, self-service technologies, and customer journey optimization.
• Proven experience leading large-scale digital initiatives from concept to launch, managing complex projects, and prioritizing effectively in a dynamic environment.
• Solid understanding of risk management, regulatory compliance, and fraud prevention as it pertains to digital financial services.

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages
• planned time off (vacation)
• unplanned time off (sick leave)
• paid holidays

Discover your future at Citi 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.