Head of Channels & Platforms – Digital & Client Experience

Head Of Channels & Platforms – Digital & Client Experience

Citi's U.S. Consumer Cards (USCC) business is one of the largest card issuers in the United States, serving millions of customers across a broad portfolio of branded, co-brand, and retail services card products. The Digital & Client Experience (DCX) team sits at the heart of Citi's consumer strategy — our digital experience is Citi's strategy. DCX manages digital channels that generate over 2 billion annual mobile sessions.

With a mandate to run the channel like a channel — balancing service, engagement, and commercial outcomes — DCX is investing in platform modernization, data infrastructure, and AI to deliver faster, smarter, and more personalized experiences at scale.

The Head of Channels & Platforms is a senior leadership role responsible for managing the core of the digital experience and orchestrating the shared elements that the vast majority of Citi's customers interact with every day. This leader will own the product strategy and delivery for Dashboards, Communications Digital Platforms (including Content Management), and Authentication — with accountability for channel availability, performance, and the platform infrastructure that enables the entire DCX portfolio to move faster.

Key Responsibilities

• Own the strategy, roadmap, and delivery for core digital channel experiences, including the Citi Mobile app and  Dashboards, Communications, and shared digital platform capabilities (e.g., Content Management Systems) across the full consumer franchise.
• Run the digital channel like a channel — establishing constrained forecasts by outcome (Digital, mobile app, ) on a monthly, quarterly, and annual basis, managing supply and demand of digital real estate, and ensuring placements reflect Citi's strategy and account for interaction effects.
• Lead platform modernization and technical debt reduction, including platform migrations, login speed optimization, and the build-out of a scalable CX data foundation that enables faster delivery and platform-level solutions over point solutions.
• Drive channel availability, stability, and security, partnering with Technology and Cyber/Fraud teams to ensure the digital channel meets the highest standards of reliability, speed, and customer protection.
• Establish and own channel performance metrics, including Good Login Rate (GLR), Biometric Adoption, channel availability, and session quality — with a focus on removing friction and improving the baseline experience for all customers.
• Champion a platform-first investment philosophy, driving accountability for shared infrastructure solutions (e.g., data, personalization, content management) that enable the broader DCX portfolio to deliver faster and at greater scale.

Qualifications

• 15+ years of digital product or platform experience in financial services, with deep knowledge of digital channel management, platform architecture, and large-scale consumer-facing application delivery.
• Demonstrated experience managing high-traffic digital channels (web and mobile) with accountability for availability, performance, and customer experience at scale.
• Strategic thinking and ability to frame platform investment decisions analytically, balancing short-term delivery with long-term scalability and technical health.
• Superior analytical and practical problem-solving abilities, with comfort navigating complex technical and business trade-offs.
• Strong communication skills with the ability to engage effectively across technical engineering teams, product managers, and senior business leaders.
• A strong collaborator with demonstrated ability to influence cross-functional partners across Technology, Cyber, Fraud, Marketing, and LOB teams to drive toward shared platform goals.
• Highly capable in change management with proven experience driving platform modernization and technical transformation in complex, matrixed organizations.
• Comfortable operating in ambiguity, with the ability to manage competing priorities and deliver efficiently in a fast-paced environment.
• Strong people manager with recognized ability to attract, develop, coach, and retain top digital and platform talent.
• Ability to build strong networks and relationships across USCC and Citigroup to drive platform adoption and alignment.
• Bachelor's degree (BA/BS) required;
  Master's degree (MS/MBA) preferred.