Citi VP, Voice Product Manager in Irving, Texas
Primary Location: United States,Texas,Irving
Education: Bachelor's Degree
Job Function: Product Management
Shift: Day Job
Employee Status: Regular
Travel Time: Yes, 10 % of the Time
Job ID: 18039546
The NAM Digital Channels & Services team is responsible for setting the vision, strategy, and roadmap to deliver best in class customer experiences for Citi web and mobile properties. The team’s primary focus is to innovate across digital "container" experiences whereby we create products that support the broader web and mobile ecosystem and the specific customer journeys that sit within these containers. To achieve our objectives, the team has established a customer first design approach that puts our customers at the center of everything that Citi does as well as leverage agile operating models to accelerate development progress to drive innovation.
The NAM Digital Channels & Services team is seeking an innovative, results-oriented, customer experience focused individual who is passionate about designing the future of voice-powered connected devices to join the team as VP, Voice Product Manager. This individual will report into the SVP, Head of NAM Mobile Product Management on the team who is responsible for mobile innovation and cross platform (iOS & Android) capabilities.
This person will manage the voice-powered connected device strategy and lead the organization in adoption and optimization of voice enabled platforms. In order to be successful, this person will need to be immersed in third party capabilities, challenges, and innovations related to voice and provide leadership to a diverse set of stakeholders to include governance teams, marketing, search, acquisitions, servicing, and support, as well as research and define requirements, work with development teams to scope, plan, and build new features and workflows.
The VP, Voice Product Manager will also take on other product responsibilities relating to strategic initiatives as time and workload allow.
Partner with VP Journey Owners to identify, consolidate, and integrate of customer and business needs, market trends, and customer insights to prioritize needs and create buy-in for evolving product roadmap.
Interface with Legal, Compliance, Risk, and ensure strategies and execution for the set of features under their control are delivered flawlessly and meet key compliance, risk, and control need to protect both our business and customer interests.
Partner with Market Research to define and implement customer research/customer co-creation, prototyping and testing to gain insights and identify customer needs and solutions.
Partner with Agile Scrum teams to support and implement the build of a best in class digital experience and ensure progress is being made against the journey backlogs.
Partner with Digital & Consumer Insights team to build a dashboard to monitor and track KPIs and send out to Sr. Leadership on an on-going basis as well as hosting monthly meetings to keep management informed on our progress
Study the digital industry and lead the strategy for the future of emerging mobile channel experiences to create, test, and prepare for a 5 to 10-year outlook.
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
Citi’s Mission and Value Proposition at http://www.citigroup.com/citi/about/mission-and-value-proposition.html explains what we do and Citi Leadership Standards at http://www.citigroup.com/citi/about/leadership-standards.html explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.
Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.
Passion and knowledge of and customer experience best practices for voice enabled platforms/Internet of Things and mobile devices
Customer Centric and an engineering mindset. Significant experience using customer centric research and customer analytic tools (i.e., Voice of the Customer, NPS, Opinion Lab, Usability labs, Market Research) to identify customer mindsets and solutions
Innovative thinker with the ability to challenge the status quo and come up with creative solutions to solve problems and overcome hurdles
Solid product management background, with the ability to concurrently manage and assess broad strategies and execute against multiple priorities in rapidly evolving, often ambiguous and complex situations
Strong technical acumen, mobile channel knowledge specifically required
Strong team player, with excellent interpersonal skills and ability to influence, collaborate and communicate across all levels and across lines of business, internal resources and external vendors
2+ years experience in digital product strategy role, digital product development, or technology role
2+ years experience in financial services
1+ years experience in mobile/voice enabled platforms
Bachelor’s degree required, Master’s degree preferred