Citigroup, Inc

Head of Channels & Platforms - Digital & Client Experience

Citigroup, Inc • $250K — $500K *
Wilmington, DE 19805In-Person
Finance & Insurance
11 - 15 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • 15+ years of digital product or platform experience in financial services.
  • Demonstrated experience managing high-traffic digital channels (web and mobile).
  • Strong analytical and strategic thinking skills for platform investment decisions.
  • Superior problem-solving abilities in complex technical and business scenarios.
  • Effective communication skills for engaging cross-functional teams.
  • Proven change management capabilities within complex organizations.
  • Strong people management skills with a focus on developing top digital talent.

Responsibilities

  • Own the strategy and delivery for core digital channel experiences and products.
  • Establish forecasts and manage supply and demand for digital real estate.
  • Lead modernization efforts and reduce technical debt across platforms.
  • Ensure channel availability and security through collaboration with tech and cyber teams.
  • Define and track performance metrics for digital channel experiences.
  • Drive accountability for shared infrastructure solutions to enhance scalability.

Benefits

  • Medical, dental & vision coverage.
  • 401(k) retirement plan options.
  • Life, accident, and disability insurance.
  • Wellness programs.
  • Generous paid time off, including vacation and sick leave.
Full Job Description
Citi's U.S. Consumer Cards (USCC) business is one of the largest card issuers in the United States, serving millions of customers across a broad portfolio of branded, co-brand, and retail services card products. The Digital & Client Experience (DCX) team sits at the heart of Citi's consumer strategy - our digital experience is Citi's strategy. DCX manages digital channels that generate over 2 billion annual mobile sessions. With a mandate to run the channel like a channel - balancing service, engagement, and commercial outcomes - DCX is investing in platform modernization, data infrastructure, and AI to deliver faster, smarter, and more personalized experiences at scale.

The Head of Channels & Platforms is a senior leadership role responsible for managing the core of the digital experience and orchestrating the shared elements that the vast majority of Citi's customers interact with every day. This leader will own the product strategy and delivery for Dashboards, Communications Digital Platforms (including Content Management), and Authentication - with accountability for channel availability, performance, and the platform infrastructure that enables the entire DCX portfolio to move faster.

Key Responsibilities
  • Own the strategy, roadmap, and delivery for core digital channel experiences, including the Citi Mobile app and Citi.com Dashboards, Communications, and shared digital platform capabilities (e.g., Content Management Systems) across the full consumer franchise.
  • Run the digital channel like a channel - establishing constrained forecasts by outcome (Digital, mobile app, citi.com) on a monthly, quarterly, and annual basis, managing supply and demand of digital real estate, and ensuring placements reflect Citi's strategy and account for interaction effects.
  • Lead platform modernization and technical debt reduction, including platform migrations, login speed optimization, and the build-out of a scalable CX data foundation that enables faster delivery and platform-level solutions over point solutions.
  • Drive channel availability, stability, and security, partnering with Technology and Cyber/Fraud teams to ensure the digital channel meets the highest standards of reliability, speed, and customer protection.
  • Establish and own channel performance metrics, including Good Login Rate (GLR), Biometric Adoption, channel availability, and session quality - with a focus on removing friction and improving the baseline experience for all customers.
  • Champion a platform-first investment philosophy, driving accountability for shared infrastructure solutions (e.g., data, personalization, content management) that enable the broader DCX portfolio to deliver faster and at greater scale.


Qualifications
  • 15+ years of digital product or platform experience in financial services, with deep knowledge of digital channel management, platform architecture, and large-scale consumer-facing application delivery.
  • Demonstrated experience managing high-traffic digital channels (web and mobile) with accountability for availability, performance, and customer experience at scale.
  • Strategic thinking and ability to frame platform investment decisions analytically, balancing short-term delivery with long-term scalability and technical health.
  • Superior analytical and practical problem-solving abilities, with comfort navigating complex technical and business trade-offs.
  • Strong communication skills with the ability to engage effectively across technical engineering teams, product managers, and senior business leaders.
  • A strong collaborator with demonstrated ability to influence cross-functional partners across Technology, Cyber, Fraud, Marketing, and LOB teams to drive toward shared platform goals.
  • Highly capable in change management with proven experience driving platform modernization and technical transformation in complex, matrixed organizations.
  • Comfortable operating in ambiguity, with the ability to manage competing priorities and deliver efficiently in a fast-paced environment.
  • Strong people manager with recognized ability to attract, develop, coach, and retain top digital and platform talent.
  • Ability to build strong networks and relationships across USCC and Citigroup to drive platform adoption and alignment.
  • Bachelor's degree (BA/BS) required; Master's degree (MS/MBA) preferred.


Job Family Group:
Product Management and Development

Job Family:
Digital Product Management

Time Type:
Full time

Primary Location:
New York New York United States

Primary Location Full Time Salary Range:
$250,000.00 - $500,000.00

In addition to salary, Citi's offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Most Relevant Skills
Please see the requirements listed above.

Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.

Anticipated Posting Close Date:

About Citigroup, Inc

Citigroup is a financial services holding company that provides financial products and services. The company operates through two segments, Global Consumer Banking (GCB) and Institutional Clients Group (ICG). The GCB segment offers traditional banking services to retail customers through retail banking, commercial banking, Citi-branded cards, and Citi retail services. The ICG segment offers various banking, and financial products and services to corporate, institutional, public sector, and high-net-worth clients. This segment provides wholesale banking products and services, including fixed-income and equity sales and trading, foreign exchange, prime brokerage, derivative services, equity and fixed-income research, corporate lending, investment banking, and advisory services, private banking, cash management, trade finance, and securities services. Citi is committed to sustainability and social responsibility, and the company invests in initiatives that promote economic progress.

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Learn more about Citigroup, Inc
Market Cap
$1.3 billion
Industry
Finance & Insurance
Net Income
$89.6 million
Founded
1812
5 Year Trend
+4.6%
NASDAQ
C
* Ladders Estimates

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