Head of Client Experience - Wealth, Managing Director

For additional information, please review .## Head of Client Experience - Wealth, Managing DirectorWe 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.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.**Key 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. 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. Serve as the ultimate steward of the Citi Wealth client experience brand, **Qualifications** track record in transforming client experience. 15+ years of progressive executive experience within wealth management, private banking, or leading digital platforms in financial services, with a demonstrable Extensive experience ● **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. ability to thrive in highly matrixed, global environments, exerting ● **Regulatory & Compliance Awareness:** Strong understanding of regulatory requirements and compliance considerations within global wealth management, ensuring innovative solutions are deployed responsibly. **Skills & Competencies** ● **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. ● **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. Strong capabilities in defining data strategy, leveraging analytics platforms, and deriving actionable insights from large, complex datasets to inform experience design and business decisions. ability to lead significant organizational and technological Experience Understanding of global wealth management markets, competitive landscapes, and cultural nuances impacting client experience design and delivery.**Education & Certifications**
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