U.S. Consumer Cards Chief of Staff, Director (Hybrid)

About U.S. Consumer Cards
Citi's U.S. Consumer Cards (USCC) business is one of the largest card issuers in the United States, serving more than 70 million customers. We offer a range of products across General Purpose Cards (Branded and Co-Branded), Private Label Cards, and Digital Installment Loans — with iconic partnerships including American Airlines and Costco. As one of Citi's five core businesses, USCC sits at the center of Citi's transformation agenda: building a digital-first, client-obsessed franchise with national scale, best-in-class products, and a relentless focus on growth and profitability.
Role Overview
The Chief of Staff (CoS) for U.S. Consumer Cards is a senior Director-level position serving as a critical partner and trusted advisor to the Head of U.S. Consumer Cards. The Chief of Staff is the connective tissue of the USCC leadership operation — ensuring the business runs with strategic clarity, operational discipline, and organizational cohesion across a complex, matrixed environment.
This is a high-visibility, high-impact role that requires a leader who can simultaneously operate at the level of long-term strategy and immediate execution. The CoS is responsible for shaping the leadership agenda, driving the most critical cross-functional priorities, and ensuring the Head of USCC and the broader leadership team are focused on what matters most. The role demands exceptional judgment, deep business acumen, and the credibility to influence and align senior stakeholders across the organization.
The Chief of Staff organizationally reports to the Head of Business Execution for U.S. Consumer Cards, serves as a core member of the USCC Executive Leadership Team, and works in direct, day-to-day partnership with the Head of U.S. Consumer Cards.
Key Responsibilities
Strategic Planning & Business Management
Own the development and execution of USCC's strategic agenda, including preparation of CEO and Board-level business reviews, the annual Operating Plan, investor presentations, and key regulatory engagements.
Drive integration and coordination of USCC's strategic priorities across General Purpose Cards, Private Label Cards, and Digital Installment Loans, ensuring cross-business alignment on shared goals and clear accountability.
Proactively identify emerging business opportunities, competitive threats, and organizational risks — synthesizing complex information into clear, actionable recommendations for the Head of USCC and the Executive Leadership Team.
Lead the annual strategy and planning cycle, coordinating inputs across Finance, Risk, Technology, and Business lines to produce a coherent, executable Operating Plan.
Executive Office & Operating Cadence
Manage the operating rhythm of the USCC leadership team, including preparation and facilitation of Leadership Team meetings, Monthly Operating Reviews, Quarterly Business Reviews, and on/offsites — setting clear agendas, driving accountability on follow-ups, and ensuring decisions are documented and actioned.
Serve as the principal liaison between the Head of USCC and key functional partners across Finance, Risk, HR, Compliance, and Technology; work in close coordination with the Head of Business Execution to ensure seamless alignment across the broader USCC operating model.
Represent the Head of USCC in internal forums, working groups, and cross-firm initiatives where appropriate, ensuring the business's interests and priorities are consistently reflected.
Prepare the Head of U.S. Consumer Cards for external meetings, regulatory engagements, and public appearances — ensuring comprehensive briefings and effective positioning of the business.
Financial Oversight & Performance Management
Partner closely with Finance and the USCC CFO to maintain a rigorous understanding of the business's P&L, including key revenue and credit drivers, expense management, and investment priorities across the cards and lending portfolios.
Oversee tracking of key performance indicators and business health metrics — including purchase sales, receivables, net interest margin, credit losses, and customer acquisition — providing regular, candid reporting to senior leadership on progress against strategic and financial objectives.
Support the Head of USCC in evaluating business cases, investment proposals, and tradeoff decisions, bringing a strong financial lens to strategic choices.
Lead productivity, simplification, and cost savings initiatives in partnership with Finance and the senior management team, identifying sustainable opportunities to improve organizational efficiency.
Organizational Effectiveness & People Strategy
Partner with HR and the USCC senior leadership team to drive the people agenda — including talent planning, leadership development, workforce strategy, and culture and engagement initiatives.
Develop and execute internal communications strategies in partnership with Public Affairs, including Town Halls, organizational announcements, leadership messaging, and employee engagement programs.
Mentor and guide junior team members within the Chief of Staff office, fostering a collaborative and high-performance work environment.
Effectively influence and build consensus among cross-functional teams, driving alignment toward common goals across a large, matrixed organization.
Special Projects & Cross-Firm Initiatives
Lead or co-lead high-priority special projects assigned by the Head of USCC, spanning strategic, operational, regulatory, or organizational dimensions — often with short timelines and significant business impact.
Coordinate with other Citi business and function CoS Offices to ensure horizontal alignment on firm-wide transformation programs, consent order remediation, and enterprise initiatives.
Partner with Public Affairs, Investor Relations, and Government Affairs teams on matters affecting the USCC franchise, including regulatory engagement, legislative priorities, and external stakeholder management.
Appropriately assess risk in all business decisions, demonstrating a strong understanding of regulatory compliance, reputational risk, and Citi's control environment — safeguarding Citigroup, its clients, and assets.
Qualifications
Required
10+ years of progressive experience in financial services, strategy, or business management roles, with demonstrated ability to operate effectively in a complex, senior leadership environment.
Exceptional written and verbal communication skills, with demonstrated ability to distill complex, ambiguous information into clear executive-level narratives and recommendations.
Proven track record of operating alongside senior executives — influencing outcomes, building consensus, and driving alignment across a large, matrixed organization.
Strong financial acumen with a solid working understanding of P&L mechanics, key business drivers, and investment planning processes; ability to engage credibly with Finance partners on budgets, forecasting, and performance reporting.
Outstanding organizational judgment, with the ability to prioritize across competing demands, manage sensitive information with discretion, and make sound decisions under pressure.
High emotional intelligence and interpersonal effectiveness; ability to build trusted relationships at all levels of the organization.
Bachelor's degree required; MBA or advanced degree strongly preferred.
Highly Desired
Experience in the card and payments industry, or strong working knowledge of the credit card business — including an understanding of card economics, product structures, competitive landscape, and regulatory environment across General Purpose Cards, Private Label, and Installment Lending.
Prior experience in strategy consulting (top-tier firm) or in an in-house corporate strategy function, with a demonstrated ability to structure complex problems, develop strategic frameworks, and drive recommendation-based outcomes.
Demonstrated financial fluency in consumer card P&L drivers — including purchase sales, net interest income, credit loss rates, customer acquisition costs, and portfolio yield — with the ability to quickly identify risks and opportunities within business performance data.
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Job Family Group: Business Strategy, Management & Administration
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Job Family:Business Execution & Administration
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Time Type:Full time
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