Head of NAM Web Product Management

Citi

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The NAM Digital Channels & Services team is responsible for setting the vision, strategy, and roadmap to deliver best in class customer experiences for Citi web, mobile, messaging, and social service properties. The team’s primary focus is to innovate across digital "container" experiences whereby we create products that support the broader digital ecosystem and the specific customer journeys that sit within these containers. To achieve our objectives, the team has established a customer first design approach that puts the our customers at the center of everything that Citi does as well as leverage agile operating models to accelerate development progress to drive innovation.   
 
The NAM Digital Channels & Services team is seeking a talented, imaginative, and experienced individual who is passionate about designing best in class web experiences to join the team as SVP, Head of Web Product Management.  This individual will report directly into the Head of NAM Digital Channels & Services and will responsible for a team that sets the vision, strategy and roadmap for the web container experience (both the post-login experience and the pre-login experience, including the Citi.com home page). 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 a liaison with journey owners across the business to ensure that we are optimizing business value and communicating clear measurable outcomes.  Finally, he/she will partner with the design team on the front-end container experience designs.
 
The SVP, Head of Web Product Management is accountable for succeeding against identified metrics, help manage "containers" budget and financials, and ensure the web product management team is effectively working together. This individual must have strong business and leadership skills and extensive experience with technology to understand: what is feasibly possible, how trends will affect our web experiences in the future, and how to translate customer needs into technology requirements. 
 
Key Responsibilities
 
  • Partner with SVP Journey Owners and Marketing from Cards, Retail Bank, and Fintech lines of business to identify, consolidate, and integrate of customer and business needs, market trends, and customer insights to prioritize needs and evolve product roadmap for the containers that house those journey and marketing experiences.
  • Manage a team of 3 VP Product Owners who oversee the Citi.com Pre-Login Experience, Citi.com Post-Login Experience, and a series of microsites.
  • 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.
  • 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. 
  • 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.
  • Support partnerships with global and regional consumer stakeholders and with global channel teams to evolve, integrate, align, prioritize, and represent business and customer needs. 
  • Partner with Digital & Consumer Insights team to build a dashboard to monitor and track KPIs and send out to Sr. Leadership on an on-going basis
  • 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.

 

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 and Value Proposition  explain what we do and Citi Leadership Standards 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 are widely available to all.

  • Passion and knowledge of digital ecosystems and digital customer experience best practices for websites.
  • Customer Centric and an engineering mindset.  Significant experience using customer centric research and customer analytic tools (i.e., Voice of the Customer, NPS, Opinion Lab, Usability labs, Market Research) to identify customer mindsets and solutions.
  • 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 in rapidly evolving, often ambiguous and complex situations.
  • Strong technical acumen, web channel knowledge specifically required with working knowledge of Angular, HTML, and CSS preferred.
  • Strong team player and leader, with excellent interpersonal skills and ability to influence, collaborate and communicate across all levels and across lines of business, internal resources and external vendors.
  • 5+ years of experience in some role working with websites (product manager, technologist, publisher, etc.) preferred.
  • 5+ years of experience in digital product strategy role or Digital product development preferred.
  • 2+ years of experience in Financial Services preferred.
  • 2+ years of experience managing people required.
  • Bachelor’s degree required, advanced degree preferred.

Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity Citi won’t discriminate against anyone for discussing pay, but those with access to pay data in their work can’t disclose it unless responding to complaints/investigations or legal requirements. NAM-USA-NY-Long Island City NAM-USA-TX-Irving Marketing Full-time Bachelor's Degree Day Job Regular Yes, 25 % of the Time

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Confirmed 13 hours ago. Posted 30+ days ago.

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