Citi Names New Digital, Client Experience Head

Heather Cox will be responsible for implementing the strategy and execution of a common client experience and leading digital, marketing and decision management for the bank's global consumer banking unit.

Citi this week announced that Heather Cox has been named Chief Client Experience, Digital and Marketing Officer for its global consumer banking unit.

In this position, Cox will be tasked with developing and implementing the strategy and execution of a common client experience and leading digital, marketing and decision management across the unit. She will report to Global Consumer Banking CEO Manuel Medina-Mora.

Cox joins Citi from Capital One where she developed, led and delivered a comprehensive customer experience strategy, leveraging digital innovations and customer data insights designed to help improve customer engagement and operating efficiency. She also 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 said.

"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," said Medina-Mora in a statement.

Bryan Yurcan is associate editor for Bank Systems and Technology. He has worked in various editorial capacities for newspapers and magazines for the past 8 years. After beginning his career as a municipal and courts reporter for daily newspapers in upstate New York, Bryan has ... View Full Bio