3 days old

Head of Digital Self Service and Platform Transformation for CRS

Irving, TX 75062
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. 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 publics trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve.

Citis Global Consumer Bank (GCB) is building a purpose-driven team to serve its globally diverse, digitally forward customers in top cities around the world. Were looking for exceptional candidates who think digitally and differently, resolve problems in unconventional ways and strive to provide a remarkable experience for our clients. We define success by our Citi Leadership Standards: Develops our People, Drives Value for Clients, Works as a Partner, Champions Progress, Lives our Values and Delivers Results.

**Overview of the Role**

Citis Global Consumer Technology (GCT) organization serves the GCB global suite of products providing a full range of innovative and comprehensive set of services. Our businesses also offer industry-leading advanced technology, a strong worldwide presence, and a powerful global franchise.

The _Head of Digital Self Service and Platform Transformation_ _for CRS_ will report into the Head of Digital CRS and would be responsible for delivering a distinctive digital customer experience and seamless integration for Citi Retail Services partners. This role will enable Citi to deepen internal & external partner relationships and contribute to organic business growth. Retail Services is an exciting potential growth area for Citi and this role will build the foundation to create a vision for a cutting edge Digitally servicing experience for our Consumer and Commercial CRS customers. This team develops, drives, and delivers modern self-service banking strategies in conjunction with our Citi Retail Services partners.


The Head of Digital Self Service and Platform _Transformation for CRS_ must be a passionate, strategic leader with a diverse background across industries and company types to leverage a deep understanding of people and internal systems and help Citi unlock bold change through an optimized experience-first approach. Skilled at navigating ambiguity, this individual must be adept at detecting patterns and themes while rapidly toggling between macro and micro views to deliver the best outcomes for individual talent, teams, and the broader organization. This individual will successfully connect the internal workforce with a variety of resources to address their unique goals and needs. They will lead and establish clear digital strategy and guidelines, with particular emphasis on internal employees, working closely with the Technology and Product leadership teams.

**Priorities Include:**

+ Create a state of the art digital user experience by setting a vision and overarching design that will drive engagement and excitement throughout the organization

+ Define and implement a digital experience program consistent with the vision of developing Citi Retail Services business, products and customer relationships

+ Define and deliver against targets across cross-sell, usage, servicing effectiveness, and retention to influence CRS Partners and customers to be Citi Multi Relationship Customers (MRC)

+ Influence and partner with key groups in product management, technology, and marketing to achieve outcomes

+ Manage the user experience through our partners to ensure delivery against common customer experience guidelines with quality

+ Partner with business leaders to define the vision, mission, and focus for Next Generation Modernization of Fusion Self Service platform to deliver the key needs of our customers.

+ Set objectives, key risks, and metrics to measure the success of the products and experiences put into the market

+ Use digital channels to drive product usage from CRS customers

+ Partner closely with various lines of business to fully align on the overall strategy and prioritization in accordance with the evolving P&L priorities

+ Manage, inspire, and attract top industry talent to deliver best in class digital experience for our small business customers.

+ Partner with business, digital, and technology stakeholders to identify needs, validate pain points, and determine the high-level value proposition / business case for implementing innovative, relevant, and cost-effective technology solutions.

+ Develop, in consultation with Engineering and Architecture teams, an approach to assess the productivity and value impact of new and emerging technologies and develop and lead implementation plans to drive successful adoption of the technologies.

+ Champion an inclusive and diverse global mindset in order to attract a deep and diverse talent pool within the organization that includes effective coaching and development.

**Organizational Scope and Accountability**

+ Approach projects holistically by translating the vision into detailed technology roadmaps, and leading cross functional teams through ownership and delivery of end-to-end solutions.

+ Partner with product to streamline and eliminate customer pain points in an effort to deliver an easy and intuitive customer experience for the Digital CRS Self Service portfolio

+ High level of interaction and synergy with business, operations, design, analytics, and partners

+ Cultivate an agile and results-driven culture in which innovation and excellence are expected

+ Continuously focus on building and developing technology talent that has the business acumen and technical capability to deliver world class products in a connected, mobile environment

+ Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets. This will be accomplished 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.

+ Strong leadership skills and presence; can lead through influence / without formal authority

+ Thinks technology first but quickly grasps and is conversant in business strategies with a particular focus on small business banking

+ Innovative and curious, and readily able to think outside of the box, especially relative to disruptive technology in the small business segment

+ Communicates effectively and impactfully to all levels of an organization, from engineers to Board members

+ Self-starter who brings high sense of urgency, and energy, to assignments and goals

+ Comfortable with ambiguity and change

+ Passionate about improving employee and customer experience

+ Has strong project management skills, deploys a flexible approach to meet the needs of a broad group of diverse stakeholders, while driving an inclusive culture

+ Balances analytical and creative abilities

+ Champion an inclusive and diverse global mindset in order to attract a deep and diverse talent pool within the organization that includes effective coaching and development.


+ 10+ years of experience, including 5+ years' managerial experience directly managing high-performing technology teams with demonstrable and measurable results

+ Consistent record as department head, managing teams and large, strategic cross-functional or enterprise projects. Previous program/project management, partnership, relationship management, consulting, technology and/or management experience

+ Experience in Omni Channel Self Service Digital Online Banking and partner relations while shaping technology, driving customer adoption and long-term retention.

+ Must have experience working with developers and partners to define API capabilities and with solutions that require integration with third party and customer systems.

+ Proven ability to influence decision-making at all levels within an organization and influence non-directs through data and a vision in a variety of contexts

+ Deep technical knowledge, with the ability to break down the work involved in solving them, and the impact of those decisions on engineering

+ Brings a mix of entrepreneurial, startup/growth, and corporate-level scaled innovation leadership experience

+ Demonstrates sound business judgment, analytical acumen, consumer-centric mindset and communication skills

+ A record of fostering a clear vision, translating that vision to action, and delivery of business measurable outcomes

+ Deep consumer wealth knowledge and passion around emerging technologies and how they will change consumer experience


**Job Family Group:**



**Job Family:**

Digital Software Engineering


**Time Type:**

Full time


Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review **Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm)** .

View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\_aa\_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)


Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.


Posted: 2022-05-13 Expires: 2022-06-12

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Head of Digital Self Service and Platform Transformation for CRS

Irving, TX 75062

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