Head of Product Strategy, Research & Partner Engagement | U.S. Consumer Cards

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Job Overview

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, cobrand, and retail services card products. The Digital & Client Experience (DCX) team sits at the heart of USCC's strategy. DCX has two mandates. Firstly, we are committed to creating exceptional digital experiences that drive customers to choose digital-first engagement, deepen satisfaction, and fuel commercial growth. With over 2 billion annual mobile sessions and an ambitious roadmap spanning AI-powered servicing, digital acquisition, and channel excellence, DCX is transforming how customers discover, apply for, and engage with Citi's products across the full consumer franchise. Secondly, the CX team within DCX has horizontal accountability for the overall client experience of USCC customers—driving meaningful change cross-functionally.

The Head of Product Strategy, Research & Partner Engagement is a senior leadership role responsible for defining the strategic direction of DCX. This leader serves as a key strategic advisor to DCX leadership, translating consumer needs, competitive trends, emerging technologies, and product performance data into actionable priorities that drive product innovation, investment decisions, and business growth. This role shapes Citi’s digital and CX roadmaps.

Additionally, this leader serves as the senior relationship owner for DCX's key stakeholders. They and their Partner Engagement team act as the connective tissue between DCX and Citi's Card portfolios, Wealth and Retail businesses, as well as functional partners across Marketing, Risk and Operations. This team is responsible for aligning priorities, investment decisions, roadmaps, performance metrics, and business outcomes across a highly matrixed organization.

Key Responsibilities

• Lead the Product Strategy, Research & Partner Engagement function (approximate team size of 15-20), integrating customer research, market intelligence, competitive analysis, business performance metrics, and digital product insights into a cohesive strategic narrative that informs roadmaps, investment decisions, and executive priorities.
• Develop and maintain a forward-looking product strategy framework that identifies emerging customer needs, market opportunities, technology trends, competitive threats, and innovation opportunities.
• Evaluate emerging technologies, including AI-enabled capabilities, and assess their potential impact on customer experience, product innovation, operational effectiveness, and business performance.
• Serve as the primary strategic interface between DCX and key business partners, including Branded Cards, Co-Brand teams, Marketing, Risk, Operations, Wealth, and Retail Bank fostering alignment around priorities, investments, roadmap decisions, and business outcomes.
• Lead executive engagement routines and governance forums that facilitate transparent decision-making, strategic alignment, and resolution of competing priorities across the organization.
• Lead customer research and insight programs, leveraging quantitative and qualitative methodologies to identify unmet customer needs, emerging behaviors, friction points, and opportunities for innovation.
• Oversee competitive intelligence and market monitoring capabilities, ensuring leadership maintains a clear understanding of industry trends, digital innovations, fintech disruption, customer expectations, and best practices across the market.
• Support executive communications, business reviews, board-level materials, and strategic presentations by synthesizing complex information into clear recommendations and compelling narratives.

Qualifications

• 15+ years of experience in product strategy, digital product management, customer insights, business strategy, consulting, portfolio management, or related functions within financial services, technology, fintech, or consumer-facing businesses.
• Demonstrated success leading strategic planning efforts and influencing investment decisions through a combination of customer insights, market intelligence, financial analysis, and business performance evaluation.
• Proven experience managing senior executive relationships and driving alignment across large, complex, matrixed organizations.
• Strong strategic thinking capabilities with a track record of translating customer needs, market trends, competitive intelligence, and data-driven insights into product priorities and measurable business outcomes.
• Superior analytical and problem-solving skills, with experience evaluating complex business challenges, developing business cases, prioritizing investments, and influencing executive decision-making.
• Experience leading customer research programs and leveraging both qualitative and quantitative methodologies to inform product and business strategy.
• Strong understanding of digital products, customer journeys, modern product development practices, and emerging technology trends, including AI-enabled capabilities.
• Exceptional communication and storytelling abilities, with experience presenting complex concepts, strategic recommendations, and business cases to executive audiences.
• Excellent interpersonal and organizational skills, with demonstrated success managing competing priorities and influencing stakeholders without direct authority.
• Proven ability to collaborate with and influence cross-functional partners across Product, Technology, Marketing, Analytics, Risk, Operations, and Line of Business teams.
• Strong people leadership skills, with a demonstrated ability to attract, develop, coach, and retain high-performing talent.
• Comfortable operating in ambiguity and building structure, clarity, and alignment within rapidly evolving environments.
• Bachelor's degree (BA/BS) required; Master's degree (MBA/MS) preferred.

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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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Automated Processing and AI

We use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.

Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.

Illinois residents – AI Notice and Right

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