Senior Vice President, Value & Lending Governance and Customer Experience (CX)

About the Team:

Join the Value & Lending team within Citi's US Branded Cards & Lending organization. We're passionate about developing and managing products that meet evolving consumer borrowing and transactional needs while driving sustainable revenue growth. Our portfolio includes Value Credit Cards and Non-Card Unsecured Lending products like Personal Loans, as well as innovative on-card lending features such as Flex Loan, Flex Pay, and Balcon. We own the P&L for our product suite, shaping product strategy, customer experience, operational excellence, and feature backlogs.

About the Role:

As the Senior Vice President, Value & Lending Governance and Customer Experience (CX), you will play a pivotal role in ensuring the seamless and compliant delivery of our products and services. You will lead governance efforts, proactively identifying and mitigating operational risks, and fostering a robust control environment. Simultaneously, you will champion the customer experience, translating diverse feedback into actionable insights and driving strategic improvements across our product set. This high-impact role offers significant exposure to senior leadership across the organization.

Key Responsibilities:

Governance Leadership: Spearhead governance processes for new Value & Lending products and capabilities, including initiative risk assessment, anti-money laundering compliance, and presentations to the US Personal Banking (USPB) New Activity Committee.

Customer-Centric Focus: Analyze customer feedback across various channels to identify actionable themes, emerging trends, and pain points related to our products.

Risk Management: Proactively identify process vulnerabilities and collaborate with stakeholders to design and implement effective controls to mitigate potential risks.

Strategic Enhancement: Develop data-driven recommendations to streamline processes, and enhance customer journeys to achieve best-in-class customer satisfaction.

CX Analysis & Reporting: Refine and enhance the customer experience analysis process, partnering with the USPB CX organization to manage a streamlined system for feedback classification and insightful reporting.

Servicing Communication Management: Oversee servicing letters, identifying areas for improvement and proactively addressing potential issues.

Best Practice Integration: Leverage best practices from across US Personal Banking to continuously elevate the customer experience.

Qualifications:

10+ years of experience in strategy, governance, risk & controls, or customer experience roles within financial services.

Bachelor's degree required; Master's degree preferred.

Proven leadership skills with a results-oriented mindset and a strong sense of urgency. Ability to thrive in a fast-paced, matrixed organization with high expectations.

Strong project planning and management experience with exceptional organizational skills and attention to detail.

Excellent written and verbal communication skills, coupled with strong listening and influencing skills at all levels, particularly with Risk & Controls teams. Adaptable communication style to ensure alignment and buy-in.

Demonstrated ability to challenge the status quo, encouraging innovative thinking and continuous improvement within the team.

Ability to inspire and motivate others, fostering a collaborative and engaging work environment.

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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