The Mass and Emerging Affluent Segments team is part of the Segments & Product Development within Citi’s US Retail Banking group. The Mass and Emerging Affluent Segments team is responsible for designing and delivering differentiated and competitive value propositions to defined client segments with a multichannel focus.

The Engagement and Servicing Digital Senior Lead - SVP position is a critical leadership role responsible for strategically enhancing the digital customer experience post-acquisition, with a primary focus on driving customer engagement, facilitating seamless servicing, and fostering banking primacy through digital channels. This role will define and optimize the digital customer journey for existing clients. The Lead will be accountable for establishing and tracking key digital servicing and engagement metrics, identifying opportunities for digital self-service expansion, personalization, and seamless integration with other channels. Furthermore, this individual will champion the voice of the customer in digital product development, partnering closely with Technology, Product, Marketing, and Customer Service teams to prioritize and implement digital enhancements that elevate customer satisfaction, reduce service costs, and deepen customer relationships.

Responsibilities:

• Digital Servicing Journey Optimization: Design, manage, and continuously optimize digital servicing journeys, analyzing usage patterns and identifying opportunities for simplification, automation, and enhancement to improve efficiency and customer satisfaction.

• Customer Engagement & Primacy: Develop and execute digital strategies to proactively engage existing customers, encourage deeper product adoption, and drive customer primacy. This includes leveraging personalization, proactive communication, relevant content delivery, and digital tools.

• Digital Self-Service Expansion: Identify and prioritize opportunities to enable customer self-service through digital channels, reducing operational costs while improving customer convenience and satisfaction. This involves collaboration with operational and technology teams.

• Customer Retention & Root Cause Analysis: Strategically identify and analyze root causes of customer attrition. Develop and implement digital-first retention strategies, utilizing data insights to proactively address customer pain points and enhance loyalty.

• Business Case Development for Retention Initiatives: Collaborate with Finance and Business Management teams to build comprehensive business cases for proposed customer retention initiatives, articulating potential ROI, resource requirements, and strategic alignment to secure necessary funding and approvals.

• Performance Monitoring & Analytics: Define, track, and report on key digital engagement and servicing metrics. Provide actionable insights to measure channel health, identify trends, and inform strategic decisions.

• Cross-Functional Collaboration & Customer Advocacy: Partner extensively with internal and external stakeholders to ideate, develop, and implement digital servicing and engagement solutions. Lead cross-functional efforts and manage the digital book of work, ensuring alignment with business objectives and efficient resource allocation, while acting as a strong advocate for the digital customer experience by integrating customer feedback and market research into the digital roadmap to ensure customer-centric development.

• Competitive & Industry Best Practices Analysis: Continuously monitor competitor digital servicing and engagement strategies, as well as broader industry trends and emerging technologies, to identify innovation opportunities and maintain a competitive edge.

• Risk Management & Compliance: Ensure all digital servicing and engagement initiatives adhere to regulatory requirements, internal policies, and robust risk management frameworks. Demonstrate strong ethical judgment and transparency in managing control issues.

Qualifications:

• 10+ years experience in Financial Services.

• Project planning and management experience.

• Prior Consulting experience.

• Understands consumer financial services businesses and operating model

• Proven strategic thinking and analytic skills coupled with financial acumen. Demonstrated ability to synthesize information, prioritize business goals and drive results with a high sense of urgency.

• Able to translate data and metrics from across different constituencies in order to create clear and concise executive presentation materials. Highly organized and detail-oriented. Able to create support across a wide range of stakeholders through well-developed interpersonal and influencing capabilities.

• Possesses excellent written and verbal communications skills. Able to work through a large, complex matrix organization; demonstrates a flexible approach and resilience to setbacks.

• Promotes a culture of collaboration and teamwork across organizational boundaries; willing to break down business and/or functional silos to optimize results.

• Franchise player; broad, critical thinker, self-motivated; comfortable working with ambiguity.

• Organizationally savvy; understands systems, management processes, knows where to go for information and how to interpret. Pragmatic problem solver, forward thinker with independence of thought.

• Deep expertise in digital platforms, self-service technologies, and customer journey optimization

• Proven experience leading large-scale digital initiatives from concept to launch, managing complex projects, and prioritizing effectively in a dynamic environment.

• Solid understanding of risk management, regulatory compliance, and fraud prevention as it pertains to digital financial services.

Education:

• Bachelor’s/University degree or equivalent experience, potentially Masters degree

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Job Family Group:

Business Strategy, Management & Administration

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Job Family:

Strategy & Development

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Time Type:

Full time

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Primary Location:

615 S COLLEGE STREET

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Primary Location Full Time Salary Range:

$145,840.00 - $218,760.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Anticipated Posting Close Date:

Aug 28, 2025

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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