Head of Customer Decisioning

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Company: CITI
Location: Fort Mill, SC

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This role manages multiple teams of senior professionals through other senior managers. The job requires a broad and comprehensive understanding of the different systems, theories and practices relevant to a function as well as practical experience of multiple business cycles. In-depth knowledge of the industry and direct competitors’ products/services is also necessary in order to contribute to the commercial objectives of the business. Requires thorough understanding of strategic direction of the function within the business, combined with a solid conceptual/practical grounding in both the function and/ or area of expertise. Excellent communication skills required in order to influence a wide range of audiences. The job is likely to be involved in both internal and external negotiations which will have a major impact on the area managed, and possibly on other related areas and organization as a whole. Develops medium- to long-term plans and executes functional strategies for a large/complex country and business requiring coordination and integration across units. Provides input into strategic decisions affecting job family or function within a region or business. Full management responsibility of multiple teams, including management of people, budget and planning. Has authority to negotiate and make independent decisions on issues/activities that have critical impact or influence on company revenues, capital or business operations. Typically, a direct report to a business unit head role and sits on the highest functional leadership team within a region, job function, or global business.


Responsibilities:

  • Analytics leader with experience in analytics and information management across multi-product relationships for customers and households
  • Must demonstrably understand the data sources and analytic techniques that are used at scale by large consumer finance institutions, but also have significant experience leading and innovating in the areas of customer recognition, cross-channel servicing and marketing, digital acquisitions and attribution, and client retention through a series of appropriate business intelligence, analysis, models and strategies, implemented either internally in our decision systems, or externally at third-party providers such as the credit bureaus and database marketing companies/DSPs
  • Significant influence and execution skills in ambiguous contexts, and should be able to articulate a regional strategy that stakeholders will accept, including colleagues in the areas of information technology, operations, marketing, finance, credit, fraud, and authorizations, in order to build next-generation data platforms and analytics solutions that improve the customer experience and create sustainable business growth outcomes
  • Passion for analytics as a craft and the people who practice it
  • The analytics leader must be a practitioner and an advocate for the value of analytics in refining business outcomes and must have a demonstrated ability to work within the company and across industries to identify and source talent, design required training to cover analytics skills gaps, and grow and promote analytics talent
  • Appropriately assess risk when business decisions are made, demonstrating particular 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.


Qualifications:

  • 15+ years of experience, including 10+ years’ leadership experience
  • Financial service acumen & or experience to lead large cross functional initiatives
  • Management consulting experience preferred
  • Outstanding interpersonal relationship building skills and ability to communicate complex subjects in concise simple language
  • Exhibit exceptional influencing skills
  • Expertise in statistical modeling, big data/machine learning, data analysis, and excellent project management skills


Education:

  • Bachelors/University degree, Master’s of PhD degree in Data Science or related field preferred ; managerial experience
  • Technical competency in a highly analytical field is required.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.


The scope of the role includes, but is not limited to (Across all US Consumer Bank):

1) Deepen multi-relationship customer base through the identification of product-sequencing needs and customization of upsell and cross-sell actions using critical insights derived from a myriad of internal & external, structured & unstructured data on existing customers

2) Deliver channel agnostic insights on customer experience to determine loyalty implications for existing customers and shape ROI driven investments in customer experience improvements

3) Develop pricing analytics based on data-driven segmented insights on price as a tool to manage retention and improve customer loyalty

4) Build, develop and maintain customer models to both quantify innate customer loyalty and deepen understanding of product economics connectivity to increase wallet share among credit card and banking customers


Qualifications:

  • Advanced analytics competency, with expertise in leading change through sophisticated data driven insights – 10+ years in leadership roles requiring in-depth knowledge of data science
  • Track record of understanding and engagement with advancement in data science field, including success in adoption of increasingly sophisticated tools and technologies to accelerate sophistication of analytics insights
  • Strong business analysis competency with historic success in shaping opportunities via conceptual thinking and abstract problem solving capabilities
  • Exceptional communication and strategic thinking skills to engage with C-Suite leadership, and demystify technical intricacies in language and context relevant to a broader audience
  • Financial acumen to shape the economic implications of decisions driven by advanced analytical data models
  • Empathy and ability to collaborate with colleagues across multiple functions and levels of seniority. Growth mindset and commitment to influence without authority, demonstrating a willingness to listen and be a student while also shifting to a teacher when needed
  • Bias for action that measures value not in insights, but in translation of insights into actions – and manifestation of actions in measurable scale financial metrics
  • Demonstrable leadership acumen that inspires and challenges teammates to deliver positive change in complex, heavily-matrixed organizations is required. This leader must challenge boundaries and legacy processes to shape the culture of the micro and macro team

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Grade :All Job Level – All Job FunctionsAll Job Level – All Job Functions – US

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Time Type :Full time

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