Are you passionate about the customer? Do you get frustrated when you see a bad customer experience? Are you looking to drive innovation across digital to meet customer needs?

As the VP, Card Journey Owner, you will be responsible for setting the vision and defining the strategic roadmap for transforming key service journeys that have the highest usage and emotional impact, thereby increasing customer engagement and revenue growth. Your primary focus will be on the omni-channel experience, while looking for opportunities to drive digital engagement. To achieve these objectives, the team has established a customer first design approach that puts our customers at the center of everything that Citi does as well as leverages agile operating models to accelerate development progress to drive innovation.

We are seeking a talented, imaginative, and experienced individual who is passionate about designing best in class experiences across all customer touch-points and channels. This individual will report directly into the SVP, Payment Journey owner and will support the Journey Owner in delivering best in class customer experience for the Citi cardmembers. Within the payment experience, this person will focus on the experience of missing a payment. S/he will serve as a champion and core Subject Matter Expert (SME) for these journeys across product, channel, process, and policies. The Journey Owner is the key liaison with other functional areas and will establish an interaction/engagement model and a meeting cadence with our cross-functional partners (Legal/Compliance, Fraud, Operations, Collections, Communications, etc.).

The Cards Journey Owner is accountable for succeeding against identified metrics and setting short and long term journey goals as well as ensuring the journey team is effectively working together. S/he must have strong business and leadership skills as well as enough experience with technology to understand what is possible and be able to articulate the business needs and objectives. S/he should be extremely passionate about the customer and be able to take customer insights and translate them into customer needs.

Specific responsibilities include:

• Leverage data, customer insights, and competitive/market research to identify and prioritize areas of opportunity where changes to processes and/or business rules would improve the experience of missing a credit card bill payment across any and all channels.
• Partner with SVP to define and develop the product roadmap strategy, to help justify the value of various enhancements to senior leadership and stakeholders across the business
• Focus on identifying and alleviating pain-points resulting from missed payments as well as refinements to making one-time payments
• Partner with key business stakeholders, including Fraud, Risk, Collections, Operations, Legal, and Compliance, to understand requirements to be incorporated into credit card bill payment journey work that will protect both the customer and the business, while avoiding any negative impact to the customer experience.
• Collaborate with Payment Journey work stream partners to define and track project-specific timelines, milestones, and KPIs, and ensure that project execution remains on track.
• Ensure all enhancements can be tracked, monitored, and share those KPIs across channels for Sr. Leadership and key stakeholders on an ongoing basis.
• Monitor customer feedback across multiple channels, identify customer pain points and help translate learnings into experience enhancements
• Work with creative agencies; to drive project schedules and ensure deliverables are being met for each launch release
• Act as liaison between business, creative agencies and technology teams to ensure that all deliverables are being met
• Participate in agile sprint planning/grooming sessions and assist with developing requirements, quality assurance and sprint demo planning
• Partner with Market Research to define and implement customer research/customer co-creation, prototyping and testing to gain insights and identify customer needs and solutions
• Assist with the development of training materials for Customer Service Representatives so Operations has complete understanding of digital capabilities that are built and launched
• Partner with internal communication team to develop launch announcements and on-going servicing/marketing communications

• Partner with Market Research to define and implement customer research/customer co-creation, prototyping and testing to gain insights and identify customer needs and solutions
• Assist with the development of training materials for Customer Service Representatives so Operations has complete understanding of digital capabilities that are built and launched
• Partner with internal communication team to develop launch announcements and on-going servicing/marketing communications
• Passion and knowledge of customer experience best practices across channels.
• Deep expertise in project management with a proven track record of successfully managing multiple projects simultaneously.
• Customer-centric and an engineering / process-improvement mindset. Experience using customer-centric research and customer analytic tools (i.e., Voice of the Customer, NPS, Opinion Lab, Tealeaf, usability labs, market research) to identify customer mindsets and solutions.
• Innovative thinker with the ability to challenge the status quo and offer creative solutions to solve problems.
• Comfort operating in rapidly evolving, often ambiguous and complex environment.
• Strong team player, with excellent interpersonal skills and ability to influence, collaborate, and communicate with partners, stakeholders, and Leadership.
• Strong analytical and problem solving skills working in large, complex, cross-functional organizations
• Experience in digital product strategy, digital product development or digital customer experience preferred
• Experience leveraging agile technology methodology is preferred but not required
• Bachelor's degree required; advanced degree preferred

Citi offers a wide variety of benefits including:

• 401k and financial discounts
• Lunch & Learns
• Paid Volunteer Day
• Free-Entry to Museums
• Pre-Tax Commuter Passes
• Tuition Reimbursement
• Affinity Group Networks
• Dental, Medical, & Vision
• Offices in 98 Countries
• Onsite Medical Centers & Gyms
• Wireless Plan Discounts
• Internal Startup Accelerator

Citi enables growth and progress for individuals, communities, institutions and governments around the world and has been doing so for more than 200 years. They recognize that their ability to best serve their clients and customers comes from the diverse and engaged employee base and they work tirelessly to deliver opportunities for growth and development to the most talented people. This is a place where the best come to get better.