Job Description

The Digital Experience Manager – Mobile Application Product - Payments, In-app messaging and associated CGW integration - is the primary owner that is responsible for leading the Desktop and Mobile new design & client experience rollout, as well as the strategy, performance CX and delivery of all capabilities/features within committed timelines. The Digital Experience Manager is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Responsibilities:

• Provide consultation on goals setting for acquisition and digital engagement.
• Delivery of cross product initiatives and large scale digital projects/programs, managing multiple projects concurrently end to end, ensuring delivery to timelines.
• Drive continuous improvement opportunities to improve effectiveness and efficiency across channels.
• Identify customer experience improvements across the channels and engage with the customer experience team to maintain competitor and benchmarking analysis.
• Maintain the road map to implement enhancements and new features/functions aligned to the overall priorities of the bank.
• Monitor all channel performance metrics on a regular basis and work with the relevant teams when key performance indicators are not being met and identify opportunities for improvements.
• Ensure compliance with policies and audit requirements of the platforms.
• Provide consultative guidance on driving usage metrics.
• Identify opportunities for channel migration and target them through effective migration campaigns. Ensuring acquisition and usage targets are met by consistently performing tests and incorporating best practices.
• Work with different stakeholders across the bank to close out on various campaigns that are run on the digital channels.
• Continuous monitoring of team activities, providing feedback and escalating where necessary.
• Monitoring and reporting of various metrics and targets to senior management, regional team and at appropriate forums.
• Ensure total customer focus in all activities that are done as part of the digital channels team.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 6-10 years of experience
• Ability to work across complex businesses, legal vehicles and matrix management structures.
• Demonstrated success in managing large, complex organizations.
• Advanced influence and negotiation skills;
• Consistently demonstrates clear and concise written and verbal communication skills
• Ability to prioritize and organize as well as lead, plan and manage change.
• Analytical thinker that is able to re-engineer business management processes.
• Ability to make trade-off decisions in a financially/resource constrained environment.
• Demonstrated capability to develop and maintain effective work relationship with various stakeholders.
• Excellent communication, presentation and interpersonal skills and ability to surface and deal with conflict productively.
• Experience in building organizations, and proven ability to drive business results.
• Ability to work in a multi-market operation, interacting with key stakeholders.

Education:

• Bachelor’s/University degree, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required. - Job Family Group: Marketing - Job Family: Customer Experience - Time Type: Full time - Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View the "EEO is the Law" poster. View the EEO is the Law Supplement. View the EEO Policy Statement. View the Pay Transparency Posting