SVP, Digital Product & Solutions - Acquisition, Onboarding, Adoption (Hybrid)

Citi Wealth Management has a strategic imperative to drive both digital and client experience transformation over the next three to five years to ensure we maintain a leadership position in Digital Wealth Management and continue to increase market share. The Digital Product & Solutions - Acquisition/Onboarding/Adoption Lead needs to be a champion of progress and have the ability to drive and execute strategically aligned, and core capabilities that will enable this transformation. Key to success will be leading and driving alignment across senior internal business partners to accelerate their digital strategies across digital channels. This role will require an innovative, strategic approach and ensuring alignment across countries and stakeholders to ensure the success of the pivot to a digital centric, wealth management strategy. This individual will be responsible for working with the business to develop digital strategy for New to Bank (NTB and existing Wealth clients, as well as cross-sell and up-sell to drive revenues and deepen the client relationships. Individual will also be responsible for driving mobile adoption & penetration across the region.

Primary responsibilities of the role will entail the following:

• Own and drive digital acquisition, onboarding & adoption, and experience for Wealth by developing the overall strategy with Regional and Global Heads and technology partners.
• Own and drive alignment with business teams, technology and third party vendors to ensure one digital acquisition goals are implemented across Wealth.
• Manage and execute digital acquisition roadmap to ensure optimal client experience and journey to support the Digital Wealth Strategy.
• Drive increased digital adoption, acquisition and NPS metrics by working with key stakeholders in CX, Technology & Country Digital teams.
• Drive cross-sell and up-sell opportunities to increase digital sales. Look at avenues to optimize our processes & costs across the region.
• Ensure digital acquisition solutions are regionally & globally scalable and launched in the most efficient manner by working in agile working environment with both the Design & Technology teams.
• Conduct pre & post live reviews of every digital feature released, ensure the performance, functionality and experience goals were met or exceeded.
• Partner with AML, risk & control, fraud, technology, cybersecurity and compliance teams to ensure the highest security & governance standards for all our digital customer journeys.

Responsibilities:

• Collaborate to define the omni-channel client journey strategy.
• Help to develop and implement standard global operating practices including common service taxonomy, measurement capabilities and prioritization.
• Develop an authoritative knowledge of journey specific client trends and market practices; leverage insights to foster innovative design practices for key initiatives.
• Directly lead individual client journey transformation programs across the organization.
• Diagnose, design and implement effortless omni-channel solutions across key client facing capabilities in order to maximize improvement in customer loyalty & engagement.
• Develop strategic roadmap for select priorities, identify opportunities and organize working teams.
• Manage complex work activities across large, cross-functional teams.
• Work closely across functions to develop and track program business case opportunities.
• Mentor and train project management resources as a senior coach in the use of change management techniques & tools.
• Establish effective knowledge transfer capabilities to enable the long term sustainability & imbedding of omni-channel client journey delivery as a way of doing business.
• Actively facilitate problem solving sessions in support of project delivery.
• 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• At least 10+ years broad experience in digital / finance / technology roles, influencing up to and including CEO level, including managing large complex cross-company digital capabilities, with a demonstrated track record of having worked on large, strategic cross-functional projects and proven ability to take ownership and drive output independently.
• High level of maturity and strong leadership skills are necessary to interface and manage multiple stakeholders at a senior leadership level to drive and accelerate execution.
• Skilled transformation leader. Extensive strategic program management experience.
• Versed in the diagnosis, design and execution of omni-channel service capabilities.
• Excellent communication & presentation skills, comfortable interacting with all levels of leadership.
• Highly experienced problem solver and facilitator with experience driving change in complex corporate environments.
• Comfortable working with diverse, large scale teams and driving objective-focused facilitation.
• Critical skills include process mapping, data collection & analysis, policy review and root cause identification.
• Capable of leading diagnostic and co-creation sessions with internal partners to transform critical journeys.
• Demonstrated analytical and financial skills to identify and drive impactful client experience transformation across critical omni-channel journeys.
• Advanced project management skills.

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.

#LI-Hybrid

Job Family Group:
Marketing

Job Family:
Digital & Social Media Marketing

Time Type:
Full time

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