SVP, Head of Cross Sell & Product Conversion-******** Description The Digital Client Experience (DCX) organization oversees the digital products and client experiences across Citi's GCB. At the heart of everything that we do in DCX is a relentless focus on client centricity, taking a singular view of clients across GCB's businesses. We are an empowered organization that moves fast to continuously improve our clients' digital experiences. DCX organizes around domains that are aligned to our customer missions and this leader will be part of the Grow domain. DCX Grow Domain mission is to design and deliver loyalty capabilities that simplify and enrich the lives of our customers and foster deeper engagement with existing and new financial products and services. The Grow Domain will help customers Understand the Value Proposition of their Retail Bank and Credit Card relationships, manage Rewards, Benefits, and Offers associated with their account relationship, and find additional products and services to meet their future financial needs. Our team is passionate about creating and delivering consistent and seamless digital solutions to help customers unlock potential of their existing relationships and expand across other products and services. We are seeking a talented, imaginative, and experienced individual who is passionate about creating best in class digital experiences to join the DCX team as SVP, Head of Cross Sell and Product Conversions. This individual will report into the Head of DCX Grow Domain. S/he will responsible for setting the vision, strategy and roadmap for Cross Sell, Sales Growth Incentives, and Product Trades and Upgrades for Consumer Card and Retail Banking digital experiences. The core responsibilities of the SVP, Head of Cross Sell and Product Conversions includes: (a) digital strategy and planning that aligns with Product Teams goals and omni-channel experiences across owned and paid channels (b) champion progress and best-in-class digital experiences to deepen engagement, (c) partnership across the business, execute buys on third-party digital platforms, technology and control function teams, (d) serving as an expert in their domain and delivering customer need through awareness of market and competitive position, (e) managing development and implementation of insight-driven digital solutions, (f) investment management/ prioritization The SVP, Head of Cross Sell and Product Conversions is specifically responsible for: - Develop Digital Loyalty Strategy for Customer Acquisition and Product Upgrades and Trades to support Consumer Card and Retail Bank segments - Partner with Product and Program LOB, Platform Partners, Citi Technology, Third Party Digital Platforms/Agencies, and across DCX Relationship, Enable, Operations and Client Advocate teams to define and deliver best in class digital solutions that help customers expand their relationship with Citi using additional and new products and services - Lead all customer acquisition efforts across internal and external digital platforms to drive cross sell of Card to Bank relationships. Develop digital strategy to profitably expand multi relationship customer universe across Card and Bank - Create, own, & drive digital roadmaps, planning, and investment prioritization based on customer and business needs to deliver on Customer Acquisition and Product Trade and Upgrade goals - Partner with Digital & Consumer Insights team to monitor and track efficiency KPIs around Cross Sell/Customer Acquisition and Product Conversion journeys and send out to Sr. Leadership on an on-going basis - Interface with Legal, Compliance, Risk, and ensure strategies and execution for all are delivered flawlessly and meet key compliance and controls needed to protect both our business and customer interests - Partner with IT in evolving and fine tuning agile development methodology, seamless journey delivery and identify process improvements within the working model to maximize the productivity of the Agile Scrum teams - Assess the market, competitive landscape in understanding of digital capabilities, experiences, competitive assessment with an objective of pushing the envelope to deliver best-in-class and personalized digital experiences to drive features that support the goals as well as help Citi Leap Frog the competition by developing industry first features. - Manage a team of high-performing individuals each responsible for sub-domain features within Grow domain to ensure continuity of the current efforts. In addition, develops an expanded mandate in partnership with Product and Marketing LOB Qualifications - 8+ years' experience in Acquisition, Marketing, Product or Technology role in a customer-focused company with an emphasis on digital expertise that cut across platforms (browser and mobile) - Strong people leader with a passion for building world-class, highly engaged teams - Customer centric with an engineering mindset; strong record of achievement in applying research and analytical tools to shape research-driven solutions and approaches that drive change/achieve business goals - Though Leadership with a thorough understanding of trends happening in web, mobile and conversational channels - Solid digital acquisition background with knowledge of external channels (Affiliate, Search, Display, etc), on site and mobile app acquisition, and data targeting and pathing capabilities - Strong people leadership experience with ability to coach, mentor, and develop digital product managers on the team - Strong technical acumen with web, mobile, management of agile scrum teams required - Team player with excellent interpersonal skills and ability to influence, collaborate and communicate across levels and lines of business, internal resources and external vendors - Excellent organizational and project management skills. Pragmatic problem-solver. Solutions oriented - Adaptable, Bold, Collaborative, Courageous and Determined and operates with a lot of Empathy both in internal interactions and for the customer - Experience with Agile processes and tools required - Bachelor's degree required; advanced degree preferred EEO Statement: Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity Pay Transparency: Citi won't discriminate against anyone for discussing pay, but those with access to pay data in their work can't disclose it unless responding to complaints/investigations or legal requirements.
Associated topics: design, engineering, manufacture, product, product manager, production, program manager, quality