• Competitive
  • Singapore
  • Permanent, Full time
  • Citibank NA
  • 2019-07-23

Senior Digital Channels Experience Lead

Senior Digital Channels Experience Lead

  • Primary Location: Singapore,Singapore,Singapore
  • Education: Bachelor's Degree
  • Job Function: Marketing
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 19024441


Description

Job Description:

Responsible for the Business side ownership and management of Citi APAC & EMEA digital wealth platforms. This will include vendor management of 3 rd party applications & relationships, developing, driving & implementing platform requirements, functionality and capability strategies across Citi's existing applications stack, as well as identification and development of new initiatives or tools to maintain a continuous pipeline of digital innovation within Citi APAC & EMEA.

Key responsibilities:
  • Lead Digital Channels and Customer Experience digital wealth strategy pillar to deliver on Citi's global Digital Banking strategy
  • Day-to-day management of business owned digital platforms, including incident response management and escalation resolution point of contact
  • Vendor management of business owned 3 rd party applications and platforms
  • Business Project Management of respective digital channel related projects at both a Regional and Country level, for multi-market initiatives.
  • Review all Regional and Country initiatives relating to owned digital channels to ensure alignment with Regional digital channels orchestration stack and strategy
  • Key point of contact between Citi Technology teams, Data Analytics and Product Teams for orchestration, development and implementation of journeys relating to utilization requirements of digital wealth platforms and tools
  • Key point of contact for Citi NAM and Citi Mexico for APAC & EMEA best practice, strategy, platforms and tools insights
  • Drive business and technology process improvements through continued innovation of existing wealth technology stack, as well as evaluate new tools/opportunities to further enhance Citi's capabilities to more effectively engage with customers and enhance the customer experience across all channels
  • Develop, manage and implement APAC & EMEA digital application wealth strategy, including management of functionality release roadmap for markets based on Product team requirements and prioritisation
  • Consistently manage communications with APAC & EMEA GCB markets on release management and strategic road map items
  • Compile and present to Senior Management, frequent insights into new industry trends, KPIs and competitor analysis as relates to digital wealth applications
  • Conduct frequent reviews of existing and new deployments with Citi Technology, Data Analytics and Product team key stakeholders to ensure flexibility, effectiveness and scalability of platforms is achieved and maintained


Qualifications

  • Bachelor's Degree
  • 5-7 years' experience in managing, developing and implementing digital wealth applications and/or marketing technologies in medium to large size organization/s
  • Project management experience
  • Ability to handle stakeholders across multiple geographies and levels of seniority
  • Demonstrable experience in creating, driving and delivering a Digital Communications or CX strategy within medium to large size organization/s
  • Experience in technology release cycle management
  • Analytical ability to identify process improvements across multiple business functions and accurately capture benefits in comprehensive business case