Citi is looking for a Director of Premium Customer Experience & Wealth Integration to lead a high-impact team dedicated to elevating the experience of high-value card customers and deepening the connection between Citi's US Consumer Cards and Wealth businesses. In this senior leadership role, you will own the end-to-end strategy for premium customer experience across risk, onboarding, customer service, fraud, and retention, and lead initiatives to maximize customer growth and engagement between US Consumer and Wealth, playing a central role in shaping how Citi engages and grows its most valued customer relationships.

Responsibilities

• Lead the premium customer experience strategy across multiple functional areas — including risk, onboarding, customer service, fraud, and retention, delivering a consistent, high-quality experience for high-value card customers.

• Define and execute a multi-channel strategy that drives US Consumer Cards growth across Wealth and Retail customer segments, maximizing cross-sell and acquisition opportunities at key customer touchpoints.

• Partner across organizations to uncover future opportunities for premium customer experience enhancements, customer growth, and engagement.

• Establish processes and routines to address key customer pain-points and expedite escalations where required.

• Ensure all customer, partner, and regulatory interactions meet Citi's compliance standards, with clear accountability and transparency on control issues.

Required Qualifications & Skills

• 15 or more years of experience in customer experience management, product management, or  marketing management, with a track record of leading large, multi-layered teams to deliver measurable commercial outcomes.

• Demonstrated people leadership experience, including full accountability for performance management, hiring, compensation, and team development.

• Deep knowledge of consumer banking and card products, with the ability to translate product insight into sales strategy and customer experience improvements.

• Ability to operate effectively across multiple functions — including risk, operations, and compliance — to align strategy and deliver results through cross-functional collaboration.

• Strong commercial acumen, including experience owning budgets, managing expenses, and delivering sales performance against agreed targets.

• Skilled at building and sustaining relationships with senior internal stakeholders and external partners to drive shared business outcomes.

• Bachelor's degree or equivalent from an accredited university.

Beneficial Skills & Qualifications

• Master's degree or equivalent postgraduate qualification in a relevant field.

• Experience working at the intersection of consumer cards and wealth management, with familiarity in how premium or affluent customer segments are served.

• Exposure to new product launches, particularly within financial services, from commercial planning through to customer deployment.

What We Offer

At Citi, senior leaders have the opportunity to shape strategy at scale, working alongside talented teams across a global financial institution. This role offers the autonomy, resources, and organizational reach to make a genuine impact on how Citi serves its most valuable customers, while building your leadership legacy in one of the most dynamic areas of consumer banking.

• A hybrid working model that balances 3 days in the office with 2 days working remotely, giving you the flexibility to work effectively and sustainably.

• Significant strategic ownership, with the scope to influence product direction, customer experience, and commercial outcomes at the senior leadership level.

• Access to Citi's global network and cross-functional leadership community, enabling collaboration and learning at an international scale.

• Continuous learning and professional development resources tailored to senior leaders, including access to leadership programs and executive development opportunities.

• Competitive compensation and financial wellbeing benefits reflective of the seniority and impact of the role.

• Wellbeing and family support programs designed to help you maintain balance across professional and personal priorities.

Apply now to lead one of Citi's most strategically important customer experience and growth initiatives, and shape the future of premium banking for high-value customers.

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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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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.

Salary : $170,000 - $300,000