Head of Client Experience - Wealth, Managing Director

Citi • New York, NY

1d

About The Position

We are seeking a visionary and highly strategic Managing Director to serve as the Global Head of Client Experience. This leader will be responsible for defining, architecting, and delivering the transformative future of how clients engage with Citi Wealth across all digital and emerging channels. Operating within a dynamic hub-and-spoke model, where specialized product teams deliver core capabilities, this role is critical for orchestrating these components into a seamless, highly personalized, and AI-powered client experience. This individual will be at the forefront of Citi’s evolution toward a next-generation digital wealth platform. They will drive the integration of cutting-edge technology to ensure insights, bespoke content, superior servicing, and proactive advice are delivered intelligently and contextually across online, mobile, voice, and future immersive interfaces. This role demands a deep understanding of luxury client expectations, digital innovation, and the strategic application of advanced analytics and artificial intelligence. Team Citi Wealth’s Intelligence team is at the core of our transformation into a data- and AI-powered wealth platform. We unify data, analytics, and digital experience to deliver personalized, proactive advice at global scale. We connect client data, market insights, and AI to generate real-time intelligence - powering advisor decisions, client engagement, and growth. Operating across investments, lending, banking, and technology, we build the intelligence layer that drives next-best actions, automation, and a seamless end-to-end experience. This is where data becomes action - and where the future of wealth management is being built.

Requirements

• Deep Wealth Management & Digital Expertise: 15+ years of progressive executive experience within wealth management, private banking, or leading digital platforms in financial services, with a demonstrable track record in transforming client experience.
• Global Digital Leadership: Proven track record at the Managing Director level in building, launching, and scaling complex, client-facing digital experiences and platforms across a global organization.
• Client-Centric Acumen: Profound understanding of the sophisticated needs, preferences, and digital engagement behaviors across diverse wealth segments (Affluent, HNW, UHNW) and their interactions with both digital channels and human advisors.
• AI/Data-Driven Transformation: Extensive experience leveraging advanced AI, machine learning, behavioral economics, and robust data analytics to drive client engagement, personalize journeys, and enhance satisfaction.
• Strategic Vision to Execution: Exceptional strategic mindset with the ability to conceive a compelling future vision and meticulously translate it into actionable, large-scale execution with measurable results.
• Executive Influence & Collaboration: Demonstrated ability to thrive in highly matrixed, global environments, exerting significant influence across senior business, product, technology, legal, and compliance teams to achieve complex objectives.
• Passion for Innovation: Unwavering passion for cutting-edge innovation, user-centric design, and a relentless pursuit of delivering best-in-class, emotionally resonant client experiences that exceed expectations.
• Regulatory & Compliance Awareness: Strong understanding of regulatory requirements and compliance considerations within global wealth management, ensuring innovative solutions are deployed responsibly.
• Digital Product & Platform Leadership: Proven ability to define product strategy, roadmap, and execution for complex digital platforms, including mobile applications, web portals, and emerging interfaces.
• UX/UI Design Leadership: Expert-level understanding of user experience (UX) research, information architecture, interaction design, and visual design principles, with the ability to guide and critique design teams.
• Personalization & Behavioral Science: Deep expertise in personalization engines, A/B testing, client segmentation, and applying behavioral science principles to drive desired client actions and satisfaction.
• AI/ML Product Management: Practical experience in conceptualizing, developing, and deploying AI/ML-driven features (e.g., recommendation engines, natural language understanding, predictive analytics) within client-facing applications.
• Data Strategy & Analytics: Strong capabilities in defining data strategy, leveraging analytics platforms, and deriving actionable insights from large, complex datasets to inform experience design and business decisions.
• Change Leadership & Adoption: Demonstrated ability to lead significant organizational and technological change, fostering adoption of new digital tools and processes across a large client base.
• Ecosystem & Partnership Management: Experience identifying, evaluating, and managing external technology partners, fintechs, and vendors to accelerate digital innovation and broaden platform capabilities.
• Global Market Acumen: Understanding of global wealth management markets, competitive landscapes, and cultural nuances impacting client experience design and delivery.
• Bachelor’s degree in Business, Finance, Computer Science, Human-Computer Interaction, or a related quantitative field is required.

Nice To Haves

• An MBA or other advanced degree in a relevant discipline (e.g., Design Thinking, Data Science, Digital Innovation) is highly preferred.
• Certifications in Product Management (e.g., Pragmatic Institute), Agile methodologies (e.g., SAFe, PSM), UX/UI, or AI/ML principles are a significant advantage.

Responsibilities

• Global Client Experience Vision & Strategy: Own the end-to-end client experience globally across online, mobile, and emerging digital channels. Define and evangelize the overarching client experience vision and strategy, ensuring unparalleled consistency, hyper-personalization, and emotional connection across every touchpoint.
• Horizontal Experience Leadership: Establish, champion, and meticulously manage the horizontal experience layer. This includes defining best-in-class client journeys, setting rigorous design standards, developing advanced personalization frameworks, and ensuring seamless cross-product integration that anticipates client needs.
• Strategic Product Partnership: Collaborate intensely with core product teams (the “spokes”) to ensure all underlying capabilities are not only robust but also meticulously integrated and presented as part of a cohesive, intuitive, and delightful client experience.
• AI-Powered Platform Innovation: Lead the strategic development and continuous evolution of an AI-powered, insight-driven digital wealth platform. This encompasses integrating sophisticated capabilities such as predictive portfolio intelligence, proactive intelligent alerts, self-service digital servicing tools, and dynamically personalized content delivery.
• Engagement, Satisfaction & Adoption Metrics: Drive aggressive targets for increasing client engagement, satisfaction (NPS/CSAT), and digital platform adoption, establishing clear metrics, reporting frameworks, and accountability for measurable business outcomes.
• Data-Driven Iteration & Personalization: Champion a culture of continuous improvement by incorporating granular client behavioral data, qualitative feedback, and market insights to iteratively refine and deeply personalize the client experience at scale.
• Advanced AI & Conversational Experiences: Partner closely with data science and AI innovation teams to embed real-time insights, proactive recommendations, and sophisticated conversational AI (chatbots, virtual assistants) into client interactions, driving efficiency and enhancing personalized advice.
• Future-Proofing & Trend Leadership: Proactively monitor and assess emerging market trends, disruptive technologies (e.g., Web3, metaverse, advanced biometrics), and evolving client expectations to ensure Citi maintains a leading and differentiated position in digital wealth experiences.
• Governance & Brand Stewardship: Serve as the ultimate steward of the Citi Wealth client experience brand, establishing rigorous governance, design principles, and quality standards that resonate with affluent and HNW client segments.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Director