VP, Digital PM Lead Analyst Conversational AI

Job Description

The Digital Product Manager is a senior level position responsible for managing a variety of activities in the Conversational AI environment. Primary areas of focus centers around conversational dialog strategies, roadmaps and backlogs based on customer analytics. Ensuring all products are keenly aligned with Citi’s Risk and Control best practices is a must. The development of detailed requirements / designs in coordination with the Product Owners and Technology partners is a key component of the role. The overall objective of this role is to deliver on digital strategies and provide self-service enhancements in the conversational AI space that creates world class servicing experiences. As a business representative the focus will be on expense reduction, and contact take out, while improving the customer experience across Voice / Chat bot, 2-way SMS. and directing to digital from phone.
Responsibilities:

• Develop detailed understanding of Citi's voice and/or chat applications and platforms to be able to provide operational assistance, support and insight into processes, functional expertise, best practices, and customer experience.
• Understanding of Agile use of scrum, creating use stories, design flows and sprint-based methodology.
• Create and tune Natural Language Processing (NLP) rules bringing up to date experience with the latest technologies that support machine learning and artificial intelligence in a servicing environment. Experience with Large Language Models (LLMs) and Generative AI is a definite plus.
• Provide Risk Management and Fair Lending Model teams with business problem details of any model-based technologies that are deployed by the PBWM Digital Self Service organization.
• Continuously evolve, understand, and embrace MRM, FL, Legal/Compliance model documentation requirements, and build expertise in working with model governance bodies to get models validated and approved within required timelines.
• Drive day-to-day product management for core products such as product delivery, client experience, and client communication strategies as well as help the team prioritize, negotiate, and remove obstacles to achieve business results.
• Contribute to the issue reporting process from identification through escalation and resolution.
• Create IVR / BOT detailed designs in various tools to support production changes to voice / chat applications across multiple lines of business within Citi
• Review competitor market research, help develop product innovation, roadmap, and assist product managers in addressing fundamental trials to create an advanced set of solutions.
• Appropriately assess risk when building solutions by demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients, and asset.

Qualifications:

• 6-10 years of relevant experience
• Working knowledge of Jira and roles within the agile life cycle methodology
• Strong analytical and quantitative skills with a deep understanding of NLP models
• Proficiency in programming concepts and data manipulation tools.
• Excellent written and verbal communication skills
• Attention to detail and a commitment to producing high-quality work.
• Ability to work collaboratively in a team environment and adapt to a dynamic, fast-paced work environment.
• Experience with both Natural Language Understanding and Natural Language Processing required. Exposure to advanced models (LLMs) and Generative AI a plus.
• Experience in documenting IVR / BOT experiences in a Voice User Interface format for large scale and complex environments.
• Relevant experience in the understanding of customer utterances, intents, and the design of conversational customer interactions in a self-service environment.
• Broad understanding of self servicing environments within financial institutions.
• Ability to collaborate and influence across functions and diverse partner portfolio, without direct seniority.

Education:

• Bachelor’s/University degree or equivalent experience , Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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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.

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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.

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