Project Info:

As a Director of user experience for Citi Retail Services (CRS), I lead the UX strategy and execution for a portfolio of credit card and digital lending products serving 30+ major retail partners, including Home Depot, Best Buy, Costco, and American Airlines. Our work bridges the gap for retailers seeking to offer financing without building their own infrastructure, delivering custom-branded credit card solutions that drive sales, customer retention, and brand loyalty. By crafting bespoke digital and in-store credit experiences, we deepen client relationships and enable measurable business growth.

• Key Achievements:
  • Delivered acquisition and lending flows generating 3.7M+ new accounts and $8.1B in new credit sales in 2024.
  • Developed AI/ML-powered prequalification tools, reducing customer complaints by 660K+ annually.
  • Scaled design operations in-house, producing $500M+ in annual savings.

Project Details:

• Category:UX Strategy & Design Leadership
• Problem To Solve:Provide merchant clients with credit offerings in the form of custom-branded cards for their customers.
• Company:Citi Retail Services (Citi Bank)
• Industry:Financial
• Technologies:Figma
• View Project:
  Best Buy
  Home Depot
  Costco
  American Airlines
  Wayfair
  This is just a sampling of the clients I lead teams to manage.