Citi is hiring: Head of Wealth Design & UX in New York

Brief Description of the Organization

Citi, the leading global bank, has approximately 200 million client accounts and does business in nearly 160 countries and jurisdictions. We are leading the next era of global business by undertaking a massive effort to simplify and modernize in this digital age while empowering our clients and customers to address the challenges of an ever-evolving world. We strive to earn and maintain our clients’ and the public’s trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve.

Wealth brings together the full power of Citi to serve the entire continuum of wealth clients, from affluent to ultra-high net worth to family offices. Citigold clients have a dedicated team, complimentary financial planning, world-class investing capabilities, preferred pricing on select products and exclusive travel and lifestyle benefits. Citigold Private Client is for clients with more than $1 million and offers an elevated financial relationship with a higher level of service and wealth management. Citi Private Bank is dedicated to serving the world’s wealthiest individuals and their families. From 52 locations across 20 countries, we offer our services to more than 14,000 ultra-high net worth clients from nearly 100 nations. Wealth at Work supports the world’s busiest professionals including lawyers, consultants, accountants, asset managers, and more, to provide tailored wealth solutions to help them achieve their unique goals.

Overview of the Role

As a Design & UX executive supporting our Wealth business lines, you’ll lead a team that designs industry and market leading client solutions that are poised to exceed client expectations and push Citi as the brand leader. The role requires a hands-on, experienced, client obsessed and results-oriented leader to drive strategic direction and execution of design across the business. You are adept in market trends, design best practices, and competitor insights, and how these factors impact our customers and our business results. You are passionate about building solutions that drive client loyalty, engagement and are relentless on simplification. You operate with the highest standards of integrity and have business strategic and financial acumen to understand the impact of decisions on economics. You know how to apply design thinking and agile product design and combine the art and science of design to create world class experiences, validating solutions through research and testing. Running effective design maintenance and operations with an eye on quality, analytics and ROI is part of the puzzle. The role is equal parts design engineer, artist, strategist, execution driver, and change agent, with a focus on marketing, product development, digital acquisition, onboarding, servicing, and end to end service design and experience strategy. This senior leader will be responsible for defining and driving our long-term design vision and strategy, defining the client and colleague experiences across the spectrum of Wealth platforms and products. The role will report directly to Citi’s Head of Design and UX, and will closely collaborate with business, product & engineering senior leaders to design and develop best in class client experiences and products. This executive will lead a global diverse team of creative professionals based in our technology sites.

Key Function

This is an executive leadership role, with overall responsibility for all aspects of Design & UX for a significant business group or division. The User Experience executive partners with Product and Technology colleagues to create innovative and intuitive digital products that deliver best-in-class user experience and usability to our clients, both internally and externally. We undertake a wide spectrum of activities, from discovery and research, through definition, ideation and design, to the management of design systems and the delivery of interactive prototypes and high-fidelity designs to our development partners. The Design & UX group’s primary goal is to design products and solutions that are streamlined, intuitive, consistent, accessible, inclusive, great-looking, and easy-to-use, which perfectly suit (or even anticipate) our clients’ needs.

Responsibilities

• Overall responsibility for all aspects of UX for an Organization
• Promote UX as a key driver for the overall product and technology strategy for organization
• Build, develop and retain a high quality team, coaching and developing managers and senior designers effectively
• Work as a highly effective "manager of managers" providing guidance and opportunities for junior managers to grow and thrive
• Provide close partnership for senior business stakeholders and development heads to deliver world-class experiences
• Budget and resource management, and overall program management for the group
• Create an effective team structure, engaging 3rd party partners if needed, to provide scalability and flexibility to cope with fluctuations in demand
• Establish governance to ensure quality and consistency of work, and a joined-up approach for all teams in the business group/division.
• Hands-on design and thought leadership with your teams, coaching, mentoring, and developing their design skills and practices to ensure the highest quality designs.
• Direct engagement with clients whenever necessary and possible
• Regular, transparent communication of status and metrics to management and stakeholders
• Continuous seeking of opportunities to make improvements to team efficiency and process
• Keep up to date with the latest UX practices, innovations and tools
• Ensure all designs comply with ADA/WCAG standards for accessibility
• Deliver on-time, identifying and managing risks to ensure timelines are met, and escalating where needed
• Identify and articulate design and technical conflicts between senior stakeholders and partners, and drive resolutions, always championing the user
• Evangelism to get broad and strong buy-in to the benefits of UX
• Contribute to the wider UX community of practice
• Work as a figurehead to promote Citi's UX capabilities and achievements externally to raise Citi's profile and attract top talent
• 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards

Qualifications

• 15+ years of experience leading design-led technology-enabled change projects / programs that crossed functional and business area siloes, and which incorporated process, technology, and organization change. Experience within the Financial Services or another regulated industry is preferred
• Deep expertise as a hands-on design leader working on complex products in a large organization, structuring, establishing, and leading multiple customer-centric engineering teams
• Experience in digital, client experience strategy and operating model transformation
• Deep experience in building client experience, persona development, client journey evolution development
• Proven track record in leading transformation and change, and ability to materially change business trajectory
• Demonstrated ability to build internal relationships with broader stakeholders across a franchise to drive to common goals and outcomes with specific focus on connecting dots across global clusters and regions
• Effective leader in defining and presenting the strategies to C-level executives
• Ability to utilize available tools and resources to accomplish end goals
• Open, transparent, and highly collaborative leader who builds trusted relationships across teams and geographies
• Proven leadership skills and ability to work in a matrixed environment
• Strategic, analytical, and systematic thinker who consistently challenges the status quo and constructively challenges the team to drive change and continuous improvement
• Demonstrated track record of positively impacting organizations and transitioning work, processes, and employees to higher value business models
• Specific subject matter expertise regarding transformation and program management disciplines and a strong business understanding of the products and services Citi offers
• Exceptional communicator who loves working with people, confident communicating at all levels from an individual team to the entire enterprise
• The ability to succeed in a cross-matrixed organization that relies on building support in other groups
• 10+ years strong leadership of design teams
• Excellent time and project management skills
• Ability to partner directly with senior business stakeholders or clients, and “speak their language”
• Exceptional communication and presentation skills
• Strong skills in professional design tools e.g. Figma, Adobe Suite, Sketch, Invision, Axure
• Experience working with agile methodology
• Skilled at working with third party service providers
• Experience in affecting large culture change
• Strategic organization and service design experience
• Financial services knowledge or experience
• Practical knowledge of software development

Desired Additional Skills:

• Vision and Strategy Definition
• Strategic Roadmap Development
• Client Experience (CX) Analytics & Management
• Research – Qualitative and Quantitative
• Software & Product Engineering delivery lifecycle experience
• Business Transformation
• Technology & Digital Thought Leadership
• Operating Model Design
• Quality Assurance
• Program Management & Governance
• Business Case Development

Job Family Group: Technology

Job Family: Technology Management

Time Type: Full time

Primary Location: New York, New York, United States

Primary Location Full Time Salary Range: $250,000.00 - $500,000.00

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.

Anticipated Posting Close Date: Nov 19, 2024

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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