VP Payment Journey Owner

Citi - Long Island City, NY 11120

Please enter First Name Please enter Last Name
Please enter Message
Upload .PDF Resume (optional)

By clicking this button,
you agree to the terms of use

Are you passionate about the customer? Do you get frustrated when you see a bad customer experience? Are you looking to drive innovation across digital to meet customer needs?

As the VP, Card Journey Owner, you will be responsible for setting the vision and defining the strategic roadmap for transforming key service journeys that have the highest usage and emotional impact, thereby increasing customer engagement and revenue growth. Your primary focus will be on the omni-channel experience, while looking for opportunities to drive digital engagement. To achieve these 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 leverages agile operating models to accelerate development progress to drive innovation.

We are seeking a talented, imaginative, and experienced individual who is passionate about designing best in class experiences across all customer touch-points and channels. This individual will report directly into the SVP, Payment Journey owner and will support the Journey Owner in delivering best in class customer experience for the Citi cardmembers. Within the payment experience, this person will focus on the experience of missing a payment. S/he will serve as a champion and core Subject Matter Expert (SME) for these journeys across product, channel, process, and policies. The Journey Owner is the key liaison with other functional areas and will establish an interaction/engagement model and a meeting cadence with our cross-functional partners (Legal/Compliance, Fraud, Operations, Collections, Communications, etc.).

The Cards Journey Owner is accountable for succeeding against identified metrics and setting short and long term journey goals as well as ensuring the journey team is effectively working together. S/he must have strong business and leadership skills as well as enough experience with technology to understand what is possible and be able to articulate the business needs and objectives. S/he should be extremely passionate about the customer and be able to take customer insights and translate them into customer needs.

Specific responsibilities include:

- Leverage data, customer insights, and competitive/market research to identify and prioritize areas of opportunity where changes to processes and/or business rules would improve the experience of missing a credit card bill payment across any and all channels.
- Partner with SVP to define and develop the product roadmap strategy, to help justify the value of various enhancements to senior leadership and stakeholders across the business
- Focus on identifying and alleviating pain-points resulting from missed payments as well as refinements to making one-time payments
- Partner with key business stakeholders, including Fraud, Risk, Collections, Operations, Legal, and Compliance, to understand requirements to be incorporated into credit card bill payment journey work that will protect both the customer and the business, while avoiding any negative impact to the customer experience.
- Collaborate with Payment Journey work stream partners to define and track project-specific timelines, milestones, and KPIs, and ensure that project execution remains on track.
- Ensure all enhancements can be tracked, monitored, and share those KPIs across channels for Sr. Leadership and key stakeholders on an ongoing basis.
- Monitor customer feedback across multiple channels, identify customer pain points and help translate learnings into experience enhancements
- Work with creative agencies; to drive project schedules and ensure deliverables are being met for each launch release
- Act as liaison between business, creative agencies and technology teams to ensure that all deliverables are being met
- Participate in agile sprint planning/grooming sessions and assist with developing requirements, quality assurance and sprint demo planning
- 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
- Assist with the development of training materials for Customer Service Representatives so Operations has complete understanding of digital capabilities that are built and launched
- Partner with internal communication team to develop launch announcements and on-going servicing/marketing communications

Click Here to Apply

Listing ID

Please enter First Name Please enter Last Name
Please enter Message
Upload .PDF Resume (optional)

By clicking this button,
you agree to the terms of use

Related Adelphi Jobs Listings

Branded Cards Analytic Associate
VP Rewards Digital Product / Journey Owner
DB Marketing Project Manager
DB Marketing Sr Analyst
VP Servicing Communications Journey Lead



Receive recent Adelphi news and classifieds on your Facebook Feed. Click the button below and then click "Like"


Back to Top

Log In

or Sign Up
Post FREE Listings
Student Start Here
Post Jobs for Students
Employers Start Here
Housing Providers
Post Available Housing
Housing Start Here

Enter College Name to See Local Results


List job opportunities for students

Post a Job

Log In

Contact Us

Your new password has been sent to your email!

Logout Successful!

You just missed it! This listing has been filled.

Post your own housing listing on Uloop and have students reach out to you!

Upload An Image

Please select an image to upload
Note: must be in .png, .gif or .jpg format
Provide URL where image can be downloaded
Note: must be in .png, .gif or .jpg format

By clicking this button,
you agree to the terms of use

By clicking "Create Alert" I agree to the Uloop Terms of Use.

Image not available.
By clicking Get Started or Sign In you agree to our Privacy Policy and Terms of Service

Add a Photo

Please select a photo to upload
Note: must be in .png, .gif or .jpg format