About The Position
Citi's US Personal Loans team is seeking a dynamic and customer-obsessed Product Manager to lead the digital transformation of our customer servicing experience for Personal Instalment loans. This is a strategic role that will redefine how our customers interact with their loans and how we support them in times of need. The ideal candidate is a seasoned product leader with a passion for using technology to solve complex customer problems. You will be responsible for developing a deep understanding of our customers' needs and pain points, and then translating those insights into a compelling product vision and a roadmap of innovative digital solutions. This role requires a "digital-first" mindset and a relentless focus on improving the customer journey.
Requirements
- 10 years of experience in product management, with a proven track record of launching and scaling successful digital products.
- Experience in financial services, fintech, or a related industry is strongly preferred.
- Deep expertise in customer-centric design and product development methodologies (e.g., Agile, Lean).
- Strong analytical skills and experience with data-driven decision-making.
- Demonstrated ability to identify and understand customer pain points and translate them into actionable product plans.
- Experience in digital servicing, collections, or payments is a significant plus.
- Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively at all levels of the organization.
- Strategic thinker with a passion for innovation and a desire to challenge the status quo.
- Bachelor’s degree required.
Nice To Haves
- MBA or other advanced degree is a plus.
Responsibilities
- Lead comprehensive customer research, including interviews, surveys, and data analysis, to uncover deep insights into customer behaviors, needs, and pain points throughout the personal loan lifecycle.
- Serve as the primary advocate for the customer, ensuring their voice is at the center of all product decisions.
- Continuously monitor industry trends and competitive landscape to identify opportunities for innovation.
- Develop and execute a multi-year strategy to digitize and enhance the end-to-end customer servicing experience.
- Identify key moments in the customer journey that can be improved through digital self-service capabilities, proactive communications, and personalized support.
- Partner with technology, design, and operations teams to build and launch seamless, intuitive digital servicing features.
- Champion a "digital-first" approach to problem-solving, identifying and addressing customer friction points with innovative and scalable technology solutions.
- Develop product requirements, user stories, and prototypes to guide the development of new features and capabilities.
- Manage the product backlog and prioritize initiatives based on customer impact, business value, and strategic alignment.
- Define the product vision and roadmap for building next-generation digital collections and recovery capabilities.
- Design and implement digital tools and communication strategies that provide customers with flexible, self-service options for managing delinquencies and hardship situations.
- Collaborate with the collections and risk teams to ensure that digital solutions are compliant, effective, and aligned with Citi's commitment to responsible banking.
- Work closely with cross-functional partners, including engineering, design, marketing, legal, risk, and operations, to ensure successful product delivery.
- Communicate the product vision, strategy, and progress to senior leadership and other key stakeholders.
Benefits
- medical, dental & vision coverage
- 401(k)
- life, accident, and disability insurance
- wellness programs
- paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Senior
