US Retail Bank - Branch Enablement Sr. Lead Analyst - Senior Vice President (Hybrid)

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Job Overview

The Mass and Emerging Affluent Segments team is part of the Segments & Product Development within Citi's US Retail Banking group. The Mass and Emerging Affluent Segments team is responsible for designing and delivering differentiated and competitive value propositions to defined client segments with a multichannel focus.

The Branch Enablement Senior Lead is a crucial role focused on driving digital adoption and customer satisfaction within our branch network, ultimately improving our cost to serve by reducing reliance on high-touch transactions and empowering customers to self-serve through digital channels. This involves collaborating with various stakeholders to identify, prioritize, and implement strategic enhancements, leveraging data analysis, customer feedback, and market insights to create a seamless and efficient customer journey. This role is also responsible for ensuring effective communication and execution of Citi's value proposition within the branch network, highlighting the benefits of digital tools and resources for both customers and branch staff.

Responsibilities:

• Strategic Partnership: 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, with a focus on reducing operational costs and increasing customer self-service capabilities.
• Data-Driven Insights: Analyze customer behavior data surveys, feedback from frontline branch employees, and competitive industry trends to prioritize opportunities and inform strategic decisions.
• Cross-Functional Collaboration: 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.
• Value Proposition Champion: Execute client value propositions, including positioning, segmentation, pricing, targeting, channel strategies, and competitive differentiation, to establish Citi as the preferred financial partner for our clients.
• Communication & Training: 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.
• Risk Management & Compliance: Appropriately assess risk when business decisions are made, demonstrating particular 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:

• 8-10 years of experience in branch banking, digital banking, or a related field, with a 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, with the ability to influence and collaborate effectively with stakeholders at all levels.
• Proven ability to analyze data, identify trends, and develop actionable insights to drive strategic decisions.
• 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.

Education:

• Bachelor's degree/University degree. Master's degree preferred