Engagement And Servicing Digital Senior Lead, Citi

Citi

Location:
United States, Charlotte ▼
O'Fallon
Jacksonville
New York

Category:
Banking

Contract Type:
Employment contract

Salary:

145840.00 - 218760.00 USD / Year

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Job Description:

The Engagement and Servicing Digital Senior Lead - SVP position is a leadership role responsible for enhancing the digital customer experience post-acquisition, focusing on customer engagement, servicing, and banking primacy. The role involves developing and optimizing digital strategies for customer engagement, self-service capabilities, and retention, as well as ensuring adherence to regulatory and compliance standards through collaborative and data-driven approaches.

Job Responsibility:

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
Develop and execute digital strategies to proactively engage existing customers, encourage deeper product adoption, and drive customer primacy
Identify and prioritize opportunities to enable customer self-service through digital channels, reducing operational costs while improving customer convenience and satisfaction
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
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
Define, track, and report on key digital engagement and servicing metrics
provide actionable insights to measure channel health, identify trends, and inform strategic decisions
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
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
Ensure all digital servicing and engagement initiatives adhere to regulatory requirements, internal policies, and robust risk management frameworks

Requirements:

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

What we offer:

Medical, dental & vision coverage
401(k)
life, accident, and disability insurance
wellness programs
paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

Additional Information:

Job Posted:
August 22, 2025

Expiration:
August 28, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Engagement And Servicing Digital Senior Lead

Citi

Location:United States, Charlotte ▼O'FallonJacksonvilleNew York

Category:Banking

Contract Type:Employment contract