Head of Customer Marketing Insights

The US Consumer Card Marketing organization drives all aspects of the customer lifecycle, from Acquisition to Engagement to Retention, across proprietary, co-brand, private label, and personal loan products across the business. The Customer Marketing (CM) team within this organization is a critical driver of Marketing, with a vision to deepen and expand the relationships our customers have with Citi – increasing their usage of our products and services, promoting behaviors that create long-term loyalty, and thoughtfully communicating new benefits, features and products that can strengthen our relationship. The Head of Customer Marketing Insights is responsible for developing the next generation of Customer Marketing strategies for Citi, taking into account competitive views, deep analysis of performance and results across all channels and the needs of each business. In addition, this role will lead and champion critical initiatives and detailed annual plans that deliver on that strategy and that are designed to transform ECM Marketing.

Develop transformational strategies to consistently improve the Customer Marketing function, touching on best practices, competitive views and deep insight into customers Drive deep analyses to aid in strategy development, including finding new ways to frame program profitability, customer engagement, developing compelling business cases for strategies, and partnering with Analytics on major analyses and opportunities Develop and drive strategic insights to transform all areas of Customer Marketing, focusing on understanding customer behavior for "real-time" marketing strategies, customer-level segmentation strategies, refining digital channel marketing approaches, mapping customer journeys for various segments, and identifying areas for efficiency gains through process optimization and automation. Design and drive the annual strategic planning process for Customer Marketing organization, ensuring that overall and within each business that we are advancing key transformation initiatives Establish, monitor and track performance of Customer Marketing against commitments to each business (e.g., KPI’s, key metrics) and provide clear reasons for results, as well as plans and roadmaps to mitigate any under-delivery Required Qualifications & Skills 10 or more years of progressive experience in marketing strategy, analytics, strategic initiatives, and / or management consulting, with a clear record of building strategies from the ground up using data, competitive intelligence, and customer insight. Structured problem-solving capability, including root cause analysis and hypothesis-driven thinking to diagnose performance issues and identify strategic opportunities. Comfort with financial and quantitative analysis, including scenario development, P&L drivers for consumer card and lending products, and the ability to scope and direct analysis across direct and indirect reports. Ability to define, build, and track KPI frameworks and metrics dashboards that connect marketing activity directly to business performance outcomes. Experience preparing and delivering executive-level presentations on marketing strategy and results, with the ability to structure and execute with limited direction. Expertise in designing and scaling planning processes for large, complex organizations, translating ambiguous challenges into structured frameworks and delivering clear, actionable outputs. Bachelor's and / or Master's degree in marketing, economics, finance, accounting, engineering, mathematics, statistics, business, computer science, or a related quantitative field, plus 10 or more years of post-graduate experience.   ------------------------------------------------------ Job Family Group: Marketing ------------------------------------------------------ Job Family: Marketing Program Management ------------------------------------------------------ Time Type: Full time