Citi announced today that Heather Cox has been named Chief Client Experience, Digital and Marketing Officer for Global Consumer Banking. In this position, Cox will be responsible for developing and implementing the vision, strategy and execution of a common client experience, driving global customer satisfaction efforts and leading Digital, Marketing and Decision Management across Global Consumer Banking. She will report to Global Consumer Banking CEO Manuel Medina-Mora.
“Heather has a unique blend of expertise in digital, customer data and insights, product development, marketing and a strong track record of success,” said Manuel Medina-Mora, CEO of Global Consumer Banking at Citi. “As we globalize our business, delivering a client experience that is differentiated and consistent across all channels and products, particularly in digital, will be critical to our success.”
Heather joins Citi from Capital One where she developed, led and delivered a comprehensive customer experience strategy, leveraging digital innovations and customer data insights to help position the company for further growth, customer engagement, and operating efficiency. Heather served as Head of Card Operations, including the leading the integration of the HSBC portfolio into Capital One. Prior to Capital One, she was Head of North America Operations at E*TRADE, focused on driving customer experience through online channels.
“Citi's history of innovation and unique global footprint together provide a powerful opportunity to shape the future of banking in an increasingly digital era,” said Heather Cox. “I am excited to join the Citi team and help them succeed in delivering a consistently remarkable global client experience.”