3 days old

Head of Wealth Client Experience

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 financial landscape and growing customer preference to do business in the digital channels has been quickly evolving over the past five years and has made a significant impact on how we interact with customers, the products we create and the strategies we deploy. To compete with fast growing entrants that are non-traditional financial services institutions (e.g. Robinhood, Wealth front, Stash, Acorns, etc.) we are focused on scaling our digital wealth capabilities.

The Head of Wealth Client Experience will focus on bridging the gap between digital services and Wealth Serving to help execute strategic goals and oversee the divisions most high profile technology projects leveraging vast experience in the financial industry space. This role will support sales, product, trading, and structuring, and is responsible for implementing process improvements and driving senior management's vision. This role oversees a wide array of systems including pricing and risk, trade capture, inventory management, origination, securitization, sales dashboards, management reporting, electronic trading and database management.


We're looking for a leader with an entrepreneurial mindset who has the experience of creating, communicating, and executing a unifying vision, a senior technologist with exceptional technical, leadership, experience, and communication abilities to influence change at all levels of the organization. This individual will serve as a disrupter within the industry elevating requirements to drive our strategy throughout the organization.

**Priorities Include:**

+ Define, prioritize and manage the Wealth Client Experience roadmap.

+ Design, build, test and maintain common frameworks and tiles in support of NA Digital Wealth

+ Enable frameworks that support non-Digital channels (SalesForce) and other regions/LOBs (APAC, Mexico, CPB)

+ Manage a bench or resources leveraged across domains to execute Wealth roadmap

+ Collaborate with and evaluate prospective and existing partners to enable Wealth capabilities (InvestCloud, Pershing, etc.)

+ Define the digital client personas for Wealth customers and understand associated detailed requirements to support current and future needs of these personas.

+ Partner with the broader Client Service and Onboarding teams to translate the digital client strategy into the supporting employee processes, tools and technology.

+ Manages a tight process that focuses on team throughput to ensure continuous improvement in our ability to resolve customer pain points, with a focus on identifying and addressing organizational barriers that hinder progress

+ Influence the evolution of current technology systems by recommending new features and functionality based on feedback, an analysis of legacy system limitations and an understanding of workflows -- with the goal of eliminating/reducing friction in the user experience.

+ Manage system upgrades and the migration of users across Wealth Servicing.

+ Collaborate with retail partners to develop and execute on a multi-year rollout plan to support initiatives which will allow Citi to elevate user experiences within the industry.

+ Drive adoption by engaging users and establishing a working group that is forward looking and strives to evolve and improve.

+ Partner with internal organizations such as finance, risk, retail, and compliance to improve the overall Wealth Servicing experience.

+ Understand and further the goals of the business by providing technical solutions, business intelligence tools or recommendations for process or behavioral change.

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

+ Drive product usage from our Wealth customers, specifically Priority and Gold customer segments

+ 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 customers.

+ Partner and collaborate with regional counter parts to define areas of future growth; provide support and guidance to Regional teams as needed to ensure objectives are met

+ 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.

+ Lead execution of key Wealth Management initiatives by forming collaborative partnerships with colleagues across businesses and functional areas

+ Partner with product to streamline and eliminate customer pain points in an effort to deliver an easy and intuitive customer experience.

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

+ Manage a team of technologists/engineers to oversee the transition from strategy to implementation: from roadmap to releases and sprints, from epics to stories, validating the experience along the way

+ 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 Digital and Wealth

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

+ 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


+ 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 client experience with shaping technology, driving customer adoption and balance growth (assets under management), and long-term retention.

+ 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 Wealth Client Experience

Irving, TX 75062

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