Digital Banking Experience Manager — Customer Retention Strategy

🏢 ABOUT THE COMPANY

Established in 1873 as the City Bank of New York, Citibank has grown into one of the largest and most respected financial institutions globally. With over 200,000 employees across 160 countries, Citibank provides a wide range of financial services to individuals, corporations, and governments. Our mission is to empower our customers to achieve financial freedom by delivering innovative solutions and exceptional customer experience. We pride ourselves on our commitment to diversity, equity, and inclusion and have received numerous awards for our efforts. As a leader in the financial industry, Citibank has consistently demonstrated its ability to adapt and thrive in an ever-changing environment.

🎯 ROLE OVERVIEW

As a Digital Banking Experience Manager — Customer Retention Strategy, you will play a critical role in developing and executing strategies to retain Citibank's digital banking customers in Germany. Reporting to the Head of Digital Banking, you will work closely with cross-functional teams to analyze customer behavior, identify areas for improvement, and implement data-driven solutions to enhance customer experience. Your goal will be to increase customer engagement, reduce churn rates, and drive revenue growth.

📋 KEY RESPONSIBILITIES

Develop and execute customer retention strategies across digital banking channels, focusing on personalized experiences, content optimization, and seamless navigation.

Collaborate with data analytics teams to analyze customer behavior, preferences, and feedback to inform business decisions.

Work with product development teams to design and implement enhancements to digital banking platforms, ensuring compliance with regulatory requirements.

Design and deliver customer journey mapping exercises to identify pain points and opportunities for improvement.

Develop and maintain relationships with key stakeholders, including business leaders, product owners, and customer support teams.

Stay up-to-date with the latest trends and technologies in digital banking and share best practices with the team.

Develop and track key performance indicators (KPIs) to measure the success of customer retention initiatives.

Provide regular reporting and insights to senior leadership on customer retention trends and opportunities.

✅ REQUIRED QUALIFICATIONS

5+ years of experience in digital banking, customer experience, or a related field.

Bachelor's degree in Business Administration, Marketing, or a related field.

Proven track record of developing and executing customer retention strategies that drive business results.

Excellent analytical, problem-solving, and communication skills.

Experience with customer journey mapping, customer experience design, and data analytics tools.

⭐ PREFERRED QUALIFICATIONS

Master's degree in Business Administration, Marketing, or a related field.

Certification in customer experience or data analytics.

Experience with agile project management methodologies.

Fluency in German and English.

💰 WHAT WE OFFER

We offer a highly competitive salary range of €60,000 - €80,000 per year, dependent on experience, plus additional benefits.

We provide a comprehensive health insurance package and a retirement plan to ensure your financial well-being.

You will receive 25 days of paid vacation, plus 10 public holidays, to recharge and pursue your passions.

Our learning and development budget is €1,000 per year, allowing you to pursue continuous education and professional growth.

As a remote worker, you will enjoy flexibility and autonomy in your work arrangements, while staying connected with the team through collaboration tools.

Our team culture is built on collaboration, innovation, and a passion for delivering exceptional customer experiences. You will have opportunities to contribute to company-wide initiatives and develop new skills.

👥 ABOUT THE TEAM

Our Digital Banking Experience Team is a dynamic and inclusive group of professionals passionate about delivering exceptional customer experiences. We are approximately 10 people strong, working collaboratively across multiple countries and time zones.

We prioritize open communication, active listening, and mutual respect in our team interactions. We celebrate individual differences and strive to create a workplace where everyone feels valued, supported, and empowered.

📨 HOW TO APPLY

To apply for this exciting opportunity, please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you within the next 2 weeks.

📋 Job Details

Job Type	🌐 Remote
Location	Remote, DE
Address	Friedrichstraße 194-200, 10117
Salary	EUR 60,000 – 80,000 / year
Industry	General
Company	Citibank
Valid Until	2026-09-13

📨 How to Apply

Submit your updated CV and a brief cover letter to Citibank. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.