Collaborate with branch leadership and segment strategy to identify, analyze, and develop strategic initiatives and journeys that enhance digital adoption and improve the customer experience
Analyze customer behavior data surveys, feedback from frontline branch employees, and competitive industry trends to prioritize opportunities and inform strategic decisions
Partner and influence teams across the organization, including Branch Operations, Marketing, Digital, Technology, KYC, Fraud, and other Lines of Business, to ensure effective execution of proposed enhancements
Execute client value propositions, including positioning, segmentation, pricing, targeting, channel strategies, and competitive differentiation
Work closely with the Value Proposition SVP to develop and deliver clear and consistent messaging regarding Citi's value proposition to the branch network
Drive initiatives that continuously optimize and improve communication and training effectiveness
Assess risk when business decisions are made, ensuring compliance with laws, rules and regulations, Policy, and ethical standards
Requirements
8-10 years of experience in branch banking, digital banking, or a related field
Proven track record of driving digital adoption and improving customer experience
Strong understanding of retail banking products, services, operations, and customer needs
Knowledge of marketing principles, digital technologies, and customer analytics
Excellent communication, presentation, and interpersonal skills
Proven ability to analyze data, identify trends, and develop actionable insights
Strong project management skills, with experience leading and implementing complex initiatives
Ability to adapt quickly to changing priorities and work effectively in a fast-paced environment
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