Citi Group SVP Cash Customer Strategy 

United States, District of Columbia, Washington 

339021700

About Citi

Citi US Branded Cards and Lending (US Cards) is a market leader in the credit card industry. With a pre-eminent global brand and distribution, US Branded Cards maintains its leadership position by delivering industry-leading products, advanced services and payment systems that address clients’ evolving needs.

Key Responsibilities

The specific responsibilities for this role are as follows –

• Drive optimal rewards redemption mix across the Cash portfolio, considering needs/wants of customers against profitability goals.
• Determine fit for early and ongoing customer loyalty programs across the Cash portfolio, to help drive appropriate customer behavior/s.
• Define best practices for rewards experience for Cash back earn and redemption within Citi digital properties, collaborating with the ThankYou Rewards team.
• Formulate medium- and long-term strategy for Cash customer loyalty and retention, while managing successful execution of margin enhancement initiatives for Cash products.
• Partner with the marketing teams to deliver on the Cash customer strategy and track metrics to course correct as needed.
• Monitor customer experience across rewards and loyalty touchpoints and continually surface opportunities for improving experience and deepening share of wallet.
• Contribute to achievement of product financial performance, revenue performance, and expense management goals as well as oversee identification and execution of opportunities and gaps business plans.
• Be the Cash customer advocate, while balancing the needs of other products across US Branded Cards, e.g., early engagement, primary card treatment, etc.
• Track customer complaints regarding cash rewards and collaborate with team to conduct regular call listening to focus on customer needs and experience improvement opportunities.
• Oversee client and competitor market research as it pertains to loyalty and cash back rewards and assist product managers in addressing product commoditization to create an advanced set of solutions.
• Appropriately assess risk when business decisions are made, demonstrating 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.

Candidate Qualifications

• Bachelor’s Degree and 10 plus years of relevant experience in the lending space. Master’s degree preferred.
• Knowledge of marketing, credit, acquisitions, product development, and analytics
• Analytical skills with ability to develop business cases to support recommendations. Experience with financial management, forecasting and understanding of credit card P&Ls is preferred.
• Strong creativity, self-motivated, with a passion to transform the business.
• Strong drive and initiative – ability to push forward in face of multiple priorities and obstacles; extremely practical bent to work planning and getting things done.
• Project management and time-management skills with the ability to manage multiple projects simultaneously. Self-starter with ability to work independently. Demonstrated ability to synthesize, prioritize and drive results with a high sense of urgency
• Strong communication skills particularly in writing; designing slides and presentations to persuasively make the argument and particularly in designing analyses that specifically support arguments.
• Strong relationship management skills (internal and partner).
• Influencing skills - ability to work across multiple teams, functions, and businesses.

Anticipated Posting Close Date:

View the " " poster. View the .

View the .

View the