Consumer Product Sales Sr Lead Analyst, Senior Vice President (Hybrid)

Consumer Product Sales Sr Lead Analyst, Senior Vice President (Hybrid)

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.

Job Overview

Citi US Branded Cards and Lending (US Cards) is a market leader in the credit card industry. With a pre-eminent global brand and distribution, US Branded Cards maintains its leadership position by delivering industry-leading products, advanced services and payment systems that address clients' evolving needs.

This position is part of the Branded Cards Rewards and Loyalty Programs team, within the larger US Cards organization. We are focused on delivering world-class products to drive customer loyalty, revenue and bottom-line growth. Our mission is to drive profitable, sustainable growth in the Proprietary Card portfolio by leading in mass market borrowing, growing share of affluent spending and utilizing relevant, high impact marketing.

Cash back rewards is one of the most popular forms of rewards currency among credit card consumers, and a category that's growing overall. Citi has multiple legacy cash back credit card portfolios, in addition to Double Cash and Custom Cash. This is a key role to help the team refine the Cash customer loyalty and retention strategy to help accomplish product-specific and portfolio level goals. This role will also evaluate additional opportunities to fine tune the rewards experience for each of the products, while leveraging partnerships to deepen customer engagement and profitability. This is a high impact role, requiring collaboration with managers across Product, Marketing, ThankYou Rewards, Decision Management and Risk on a regular basis. The successful candidate will be in charge of the Cash portfolio existing cardmember rewards and loyalty strategy. This will require assessing the performance of existing cardmember treatments impacting Cash products, looking at efficiency and productivity of each treatment. It will also require assessing which approaches work across the portfolios, versus approaches that need to be tailored to each individual Cash product.

Key Responsibilities :

The specific responsibilities for this role are as follows :

• Drive optimal rewards structure across the Cash portfolio, considering needs / wants of customers against financial goals.
• Determine fit for early and ongoing customer loyalty programs across the Cash portfolio, to help drive appropriate customer behaviors.
• Define best practices for rewards experience for Cash back earn and redemption within Citi digital properties, collaborating with the ThankYou Rewards team.
• Formulate medium- and long-term strategy for Cash customer loyalty and retention, while managing successful execution of margin enhancement initiatives for Cash products.
• Partner with the marketing teams to deliver on the Cash customer strategy and track metrics to make adjustments / enhancements as needed.
• Monitor customer experience across rewards and loyalty touchpoints and continually surface opportunities for improving experience and deepening share of wallet.
• Contribute to achievement of product financial performance, revenue performance, and expense management goals as well as oversee identification and execution of opportunities to business plans.
• Be the Cash customer advocate, while balancing the needs of other products across US Branded Cards, e.g., early engagement, primary card treatment, etc.
• Track customer complaints regarding cash rewards and collaborate with team to conduct regular call listening to focus on customer needs and experience improvement opportunities.
• Oversee client and competitor market research as it pertains to loyalty and cash back rewards and assist product managers in addressing product commoditization to create an advanced set of solutions.
• Appropriately assess risk when business decisions are made, demonstrating 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.

Qualifications :

Education :