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 for the Rewards experience (key value proposition driver for using Citi’s credit card). The ideal candidate will be intimately familiar with Agile acumen and practices, and can lead and/or participate in technical requirements discussion and can translate between technology and the business organizations. This individual will report directly in the SVP, Cards Digital Journey Owner and will be responsible for setting the strategic vision, direction, and standards for incorporating a customer first design approach to drive innovation.

He/she will lead the customer centric research and analyze key performance indicators to set priorities that will drive development of the roadmap, prioritizing features, the release schedule, and continuous optimization through test and learn. Additionally, this person will act as the main liaison with stakeholders across the business (Card Product owners, Legal, Compliance, Marketing, Operations) to ensure that we are optimizing business value and communicating clear measurable outcomes. Finally, he/she will partner with the Global Digital team on front-end designs and should therefore have experience designing and developing digital (especially mobile) experiences.

The VP, Rewards Digital Product/ Journey Owner is accountable for succeeding against identified metrics (including customer satisfaction, driving redemptions, and deflecting call volume) and being a champion for the customer experience. They must have strong business and leadership skills and extensive experience with technology (particularly Agile Development) to understand: what is feasibly possible, how trends will affect the product in the future, and how to translate customer needs into technology requirements. He/she needs to be able to get teams to work together to drive change.

Specific responsibilities include:

• Identify, consolidate, and integrate customer and business needs, market trends, competitive assessment, and customer insights to identify current pain points, prioritize needs and new enhancements for creating the roadmap.
• Define and develop the KPIs for entire Rewards Journey as well as for each feature. Identify ways to track and monitor the metrics on an on-going basis. Lead interaction with Performance Insight team to track customer behavior
• Manage the Agency to create the UI experience and ensure that all deliverables are delivered on time
• Partner with Agile Scrum teams to support and implement the build of a best in class digital experience and ensure progress is being made against the Journey backlogs.
• Define and implement customer research (co-creation, usability, prototyping, and A/B Testing) to gain insights and identify customer needs and solutions.
• Interface with Legal, Compliance, Risk, and ensure strategies and execution for the set of features under their control are delivered flawlessly and meet key compliance, risk, and control need to protect both our business and customer interests.

• Passion and knowledge of digital ecosystems and digital customer experience best practices across desktop and mobile.
• Solid experience working in Agile operating model
• Customer-centric and an engineering mindset. Ability to use insights from customer research (Voice of the customer, NPS, Opinion Lab, Usability labs, Customer research) to drive decisions, design, and improvements
• Innovative thinker with the ability to challenge the status quo and come up with creative solutions to solve problems
• 3+ years with digital product management/ Digital product development background
• Ability to concurrently manage and assess broad strategies and execute against multiple priorities in rapidly evolving, often ambiguous and complex situations
• Strong team player, with excellent interpersonal skills & ability to influence, collaborate & communicate across all levels

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.