For the past 200 years at Citi, we have a drive to help clients move from ambition to achievement. Our company has been one of the foundational components of today’s modern financial infrastructure—this gives us a level of unmatched expertise in tackling the world’s most complex challenges and connecting across capabilities to enable lasting progress for our clients.
We attract and nurture local talent from all over the world, ensuring our people are both deeply attuned to regional needs but also bring a global mindset to help clients, communities and nations move forward. Our culture is fueled by men and women with the passion to push beyond borders and boundaries, and the wisdom and courage to do what’s right.
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 successful candidate will manage three key work streams as part of their scope and contributions to increase digital engagement.
The first and foremost to success in this role, the candidate will build and position themselves as the subject matter expert on how we assess, track, and analyze digital engagement. This will require building a strong knowledge base to understand how we construct our digital engagement metrics as well as staying abreast of industry trends, ensuring that we assess and measure progress aligned with changing customer digital behaviors. Moreover, the candidate will be responsible for understanding the integration points of our digital usage data from all the available sources including site catalyst, mobile, journey data, and internal big data to assess our current approach and give recommendations while also leveraging the data to develop segmentation & identify opportunities for improvement. This will include ensuring we are maximizing our current capabilities while also keeping a keen eye to external trends and new tools that can enable us to better deliver against the bank’s strategic vision.
The second work stream, this candidate will partner with Global Decision Management and CDE peers to manager and deliver the GCB Global Digital Scorecard, critical to our mission of measuring the key performance indicators of progress. Key bodies of work will be to set the strategic roadmap and delivery of key metrics to bring us on a path of greater automation and efficiency in this process. Moreover, the candidate will look to develop strategies on how to best leverage all of this data and determine ways to turn it into actionable insights enhance and refine how we track and assess the impact of our digital engagement campaigns, create and refine segmentation strategies to identify key behaviors to drive digital engagement, and develop and manage reports for key digital engagement behaviors.
The last critical work stream builds upon the prior two work streams and will set the analytical roadmap to understand drivers of digital engagement and develop actionable recommendations to push the business towards its goals. The first key area will be to work with Decision Management counterparts to develop a point of view on how to assign a financial value of digital usage and distill it into a thoughtful and articulate positioning to drive investments. Furthermore, continual efforts will be needed to understand our customers’ digital behavior patterns, channel migration, and digital containment to inform new tests and triggers to capitalize on the key customer behavioral patterns.
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 Propositionexplains what we do and Citi Leadership Standardsexplain 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.
- Highly self-motivated individual that possesses a very strong intellectual curiosity coupled with a creative approach to solving problems
- Ability to translate data into insights that reflect an understanding of customer needs and behavioral drivers to inform strategic roadmaps and innovation.
- Exceptional communication skills and ability to work with cross-functional team members.
- Experience in developing and presenting insights with strategic recommendations/actionable next steps based on in-depth analysis to the account teams and clients
- Strong team player who naturally possesses selfless, amicable and supportive personal characteristics.
- Prior people management experience preferred
- Experience in the digitally focused industry, specifically in an analytical or financial capacity preferred
- Strong data manipulation and extraction skills leveraging EXCEL, SQL, SAS, EXCEL, etc. a strong plus
- Familiarity with Adobe Site Catalyst, ClickFox, and TeaLeaf tools a strong plus
- Modeling and test design and read experience preferred
- Undergraduate degree in Economics, Mathematics, Engineering or some other quantitative discipline required.
- Advanced degree or MBA is preferred.
- Job ID: 17077700