Svp, Cash Customer Strategy

3 weeks ago

New York, United States Citi Full time

**About Citi**

For the past 200 years at Citi, we have a drive to help clients across the globe move from ambition to achievement. Our company has been one of the foundational components of today’s modern financial infrastructure—this gives us a level of unmatched expertise in tackling the world’s most complex challenges and connecting across capabilities to enable lasting progress for our clients. 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.

Citi’s US Personal Bank has a unique opportunity to leverage its consumer relationships and footprint, state of the art technology and leading consumer banking position to deliver customer value in a targeted and impactful way. To deliver on this mission, we are seeking to hire this key role in the U.S. Branded Cards and Lending business.

**Background & Position Summary**

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.

This position is part of the Branded Cards Proprietary Product Management team, within the larger US Cards organization. We are focused on delivering world-class products to drive customer loyalty, revenue and bottom line growth. Our mission is to drive profitable, sustainable growth in the Proprietary Card portfolio by leading in mass market borrowing, growing share of affluent spending and utilizing relevant, high impact marketing.

**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.
- 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.
- **Job Family Group**:
Product Manage

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