MD Head of Consumer Digital Technology - C16 - NEW YORK / DALLAS

Citi•New York, NY

About The Position

Overview of the Role: The Global Head of Consumer Digital Technology will be responsible for defining, driving, and executing the digital strategy across all Citi Consumer digital channels, encompassing Cards, Retail Banking, and Wealth Management. This critical leadership role will oversee a global engineering organization of 1000+ technologists, driving transformative digital experiences for millions of customers worldwide. The focus will be on North America for Cards and Retail Banking, with an international mandate for Wealth. This leader will be instrumental in increasing customer acquisition, deepening engagement, and enhancing the overall digital product platforms to foster Multi-Relationship Customers and drive significant business growth, all while navigating rapidly evolving consumer expectations and leveraging advanced technologies like AI to reshape consumer interactions, transform and drive efficiency in how we deliver, and combat digital fraud. This role will report directly to Citi's Chief Information Officer (CIO). This role requires a visionary technologist who can lead multiple agile teams of engineers to create feature-rich, efficient, scalable, and secure digital experiences across Citi's diverse consumer portfolio. This leader will be the primary technology partner, developing and implementing product growth strategies that differentiate Citi's financial offerings, owning technology product and service performance, and serving as the face of Citi Consumer Digital Technology. Objective: We are seeking a visionary "renaissance" leader with a profound entrepreneurial mindset, capable of creating, communicating, and executing a unifying digital vision across a global enterprise. The ideal candidate will be a senior technologist with exceptional technical acumen, proven leadership, extensive experience, and superior communication skills to influence change at all levels of the organization. This individual will serve as a disrupter within the industry, elevating requirements to drive our strategy throughout the organization, and shaping the future of global consumer digital banking. They must possess a deep understanding of how consumer expectations are changing in a digital-first world and how AI is transforming customer interactions, personalization, and threat detection. Developing and leading a large team of ambitious strategists and engineers (1000+), building strong collaborative relationships with senior leaders and key stakeholders, and driving the vision forward is essential. An ideal candidate will be comfortable not only leading and influencing but also diving into the technical details and rolling up their sleeves to ensure execution excellence.

Requirements

20+ years of experience, including 15+ years' managerial experience directly managing high-performing technology teams with demonstrable and measurable results, ideally within a large-scale global financial institution, with significant exposure to digital transformation and customer experience innovation.
Consistent record as a senior technology leader (e.g., Department Head, VP, Director), managing multi-functional and strategic enterprise projects involving 1000+ engineers.
Extensive experience in the Digital space, shaping technology strategy, driving customer adoption, managing balance sheet growth (assets under management), and long-term retention across Cards, Retail Banking, and Wealth Management in both North American and international markets. Demonstrated success in adapting strategies to changing consumer expectations and market dynamics.
Proven expertise and significant experience with digital cards, including payment technologies such as Apple Pay, Google Pay, and other mobile wallet solutions, as well as tokenization and card lifecycle management in a digital context.
Proven ability to influence decision-making at all levels within a global organization and influence non-direct reports through data and a compelling vision in a variety of contexts.
Deep technical knowledge, with the ability to break down complex technical challenges and understand the impact of those decisions on engineering at scale.
Brings a mix of entrepreneurial, startup/growth, and corporate-level scaled innovation leadership experience.
Demonstrates sound business judgment, analytical acumen, consumer-centric mindset, and superior communication skills (written and verbal) essential for leading a global team and engaging with senior stakeholders.
A proven track record of fostering a clear vision, translating that vision into actionable strategies, and delivering business-measurable outcomes at a global scale, with a strong focus on digital product delivery and customer satisfaction.
Deep consumer wealth knowledge and passion around emerging technologies (e.g., AI/ML, blockchain, cloud-native architectures) and how they will change consumer experience in financial services globally, including expertise in digital fraud detection and cybersecurity best practices.

Responsibilities

Define and execute a comprehensive global consumer digital technology strategy, covering Cards, Retail Banking (North America), and Wealth Management (International), that measurably increases digital customer acquisition, engagement, and product growth to foster Multi-Relationship Customers (MRC). This strategy must proactively address evolving consumer expectations for seamless, personalized, and secure digital experiences.
Drive continuous innovation and digital transformation across all consumer channels, leveraging cutting-to-edge technologies to create best-in-class customer experiences, including the strategic integration of Artificial Intelligence (AI) to enhance consumer interactions, provide predictive insights, and personalize offerings.
Lead, inspire, and grow a diverse global engineering organization of 1000+ technologists, fostering a culture of technical excellence, agility, and continuous improvement.
Collaborate closely with product, marketing, compliance, and other business partners to ensure that digital strategies, campaigns, targeting, pricing, and offer designs align with the overarching strategic vision and desired portfolio economics to optimize acquisitions and retention, with a strong emphasis on digital channels and customer journey optimization.
Work in close partnership with the Cards CIO and the Wealth CIO to ensure alignment and leverage expertise across these critical business lines.
Partner with business leaders to define the vision, mission, and focus for digital products that address the key needs of our customers across Cards, Retail Banking, and Wealth Management, keeping abreast of rapid shifts in digital behavior.
Set clear objectives, key results, and metrics to measure the success of new customer acquisitions, product development, and experiences delivered across the consumer digital ecosystem, including metrics related to digital engagement, AI-driven efficiencies, and fraud prevention effectiveness.
Drive new acquisitions and product usage to encourage customers to leverage Citi as a multi-relationship channel for their financial needs, emphasizing digital self-service and omni-channel capabilities.
Partner closely with various lines of business to fully align on overall strategy and prioritization in accordance with evolving P&L priorities and regulatory requirements.
Identify needs, validate pain points, and determine high-level value propositions/business cases for implementing innovative, relevant, and cost-effective technology solutions, including those leveraging AI for customer service automation, predictive analytics, and enhanced digital security.
Deploy advanced techniques such as hypothesis development, current state analysis, data analytics, AI/ML, and business case development to establish near-term and long-term technology priorities.
Conduct and incorporate research and competitive analysis as required, especially concerning emerging digital trends and AI applications.
Develop, in consultation with Engineering and Architecture teams, an approach to assess the productivity and value impact of new and emerging technologies, and lead implementation plans to drive successful adoption of these technologies across the consumer digital landscape, with a particular focus on scalable digital platforms and robust fraud detection systems.
Champion an inclusive and diverse global mindset, attracting a deep and diverse talent pool within the organization, including effective coaching and development programs.
Approach projects holistically by translating the global vision into detailed technology roadmaps, leading cross-functional teams (1000+ engineers) through ownership and delivery of end-to-end solutions for all Consumer Digital channels, ensuring agility in response to changing consumer demands and competitive digital landscapes.
Lead the execution of key technology initiatives by forming collaborative partnerships with colleagues across businesses and functional areas globally, prioritizing digital-first solutions. This includes strong collaboration with Cards and Wealth business stakeholders.
Partner with product teams to streamline and eliminate customer pain points, delivering easy and intuitive digital customer experiences across Cards, Retail Banking, and Wealth, while ensuring the highest standards of digital security and fraud prevention.
Maintain a high level of interaction and synergy with business, operations, design, and analytics functions across the globe.
Manage a massive team of technologists/engineers to oversee the transition from strategy to implementation: from roadmap to releases and sprints, from epics to stories, validating the experience along the way.
Cultivate an agile and results-driven culture where innovation and excellence are expected within a large-scale global technology organization.
Continuously focus on building and developing technology talent that possesses the business acumen and technical capability to deliver world-class products in a connected, mobile environment, adaptable to rapidly evolving digital technologies and consumer behavior.
Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets. This will be accomplished 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, as well as effectively supervising the activity of others and creating accountability with those who fail to maintain these standards. A critical aspect of this includes proactive fraud detection, prevention, and response strategies in all digital channels, leveraging advanced analytics and AI.
Build strong leadership skills and presence; can lead through influence without formal authority in a complex global matrix organization.
Be innovative and curious, readily able to think outside of the box, especially relative to disruptive technology and the transformative potential of AI in financial services.
Be comfortable with ambiguity and change in a fast-paced global environment.
Be passionate about improving employee and customer experience globally.

Benefits

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards.
Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs.
Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.
For additional information regarding Citi employee benefits, please visit citibenefits.com.
Available offerings may vary by jurisdiction, job level, and date of hire.

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