Digital Servicing Journeys Product Manager - Personal Loans, Senior Vice President (Hybrid)

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. Key Responsibilities Customer Insights and Research: 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. Digital Servicing Strategy: 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. Digital-First Solutioning: 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. Digital Collections and Recoveries: 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. Stakeholder Management: 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. Qualifications 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. Education Bachelor’s degree required. MBA or other advanced degree is a plus. Job Details Job Family Group: Consumer Sales Job Family: Consumer Product Sales Time Type: Full time Primary Location: Wilmington Delaware United States Salary & Benefits Primary Location Full Time Salary Range: $156,160.00 – $234,240.00. In addition to salary, Citi’s offerings may also include 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: May 13, 2026 Equal Opportunity Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi’s EEO Policy Statement and the Know Your Rights poster. #J-18808-Ljbffr Citigroup Inc.