Citi VP, Digital Product Manager in Long Island City, New York
Primary Location: United States,New York,Long Island City
Education: Bachelor's Degree
Job Function: Product Management
Shift: Day Job
Employee Status: Regular
Travel Time: Yes, 10 % of the Time
Job ID: 18059913
The Digital Client Experience (DCX) organization oversees the digital products and client experiences across Citi’s Global Consumer Bank (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 is organized into domains that are aligned to our customer missions. The Service domain interfaces with all other domains (e.g. Enable, Acquire, Identify, Pay, etc.) to enable servicing experiences that make a customer’s life easier. Service’s mission is to allow customers to seamlessly monitor and maintain their established relationship with Citi to easily self-service digitally for all primary servicing needs.
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 a Digital Product Manager focused on improving the Managing My Account experience across Card and Bank. Specific responsibilities will include: 1) collaborating with Design, Technology, and Analytics to manage features and enhancements from ideation through to production release, 2) ensuring key metrics are being met, and 3) pushing boundaries to introduce new and innovative digital solutions to build trust and exceed customer expectations. This individual’s day-to-day responsibilities will look like:
Driving the strategy and roadmap to improve the Manage my account experience across mobile and browser.
Collaborating with Agile Scrum team on all new feature development, including building backlog, contributing to/reviewing/approving user stories, sprint support, and quality assurance (QA) testing.
Engaging with Research team to define and implement usability testing, concept validation, and co-creation studies to gain insights and identify customer needs and solutions.
Guiding creative brief and influencing Design to ensure an intuitive and delightful UI/UX.
Working with cross-functional teams to get buy-in/approval/guidance, including lines of business, Operations, Legal, Compliance, Fraud, and others.
Defining, monitoring, and tracking KPIs and developing concrete point of view on insights to present to leadership.
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 at http://www.citigroup.com/citi/about/mission-and-value-proposition.html and Value Propositionexplains what we do and Citi Leadership Standards at http://www.citigroup.com/citi/about/leadership-standards.html explain 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 to are widely available to all.
Customer Centric mindset with an engineering mindset. Experience leveraging customer analytic tools (i.e., Voice of the customer, NPS, Opinion Lab, Usability labs, Market Research) to drive decisions, design, and prioritization of improvements.
Innovative thinker with the ability to challenge the status quo and come up with creative solutions to solve problems and overcome hurdles.
Solid product management background, with the ability to concurrently manage and assess broad strategies and execute against multiple priorities.
Comfortable working in a very rapid, ever changing, ambiguous environment while staying calm under pressure.
Strong team player, with excellent interpersonal skills and ability to influence, collaborate and communicate across all levels and across lines of business, internal resources and external vendors.
Strong analytical skills and track record of decision making in rapidly evolving, often ambiguous and complex situations.
Strong technical acumen, mobile channel knowledge specifically required.
4+ years’ experience in digital product strategy, digital product development or digital customer experience.
4+ years’ experience in Financial Services/Credit Cards is preferred but not required.
Experience leveraging Agile technology methodology is preferred but not required.
Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.