Heather Cox, Citi

Chief Client Experience, Digital and Marketing Officer for Global Consumer Banking

Citi does business in more than 160 countries and has approximately 200 million customer accounts.  Heather Cox’ role is formidable. She is responsible for developing and implementing the vision, strategy and execution of a common client experience, while also driving global customer satisfaction efforts.  Plus, she leads Digital, Marketing and Decision Management across Global Consumer Banking, and reports to CEO Manuel Medina-Mora.

Although a number of large organizations have recently appointed digital leaders to oversee all the electronic channels, Ms. Cox is working to deliver a client experience that is consistent the world over, yet differentiated from other bank brands, as consumers raise their expectations of banking as they rely more on personal devices from tablet to mobile phones.

Heather Cox is certainly up to the task.  She joins Citi from Capital One where she developed, led and delivered a comprehensive customer experience strategy that leveraged digital innovations and customer data insights to help position the company for further growth, customer engagement, and operating efficiency.  She also served as the company’s Head of Card Operations, and in that role she lead the integration of the HSBC portfolio into Capital One. She was honored as one of the Most Powerful Women in Banking in 2013 while at Capital One.

Prior to joining Capital One, Ms. Cox worked for E*Trade for nine years in various operational leadership roles including Senior Vice President of Operations, supporting all North American businesses and focused on driving customer experience through online channels.

Before joining E*Trade, Ms. Cox worked in a variety of financial services and banking positions with Advanta Finance Corporation, New Century Mortgage, and Household International. In 2010, Virginia Governor Bob McDonnell appointed Ms. Cox to the Commission on Government Reform and Restructuring, charged with creating efficiencies in state government and examining ways for government to be more transparent and accountable. Two years later, Governor McDonnell appointed her as a member of the Council on Virginia’s Future, which was established to develop a Roadmap for Virginia's Future and to assess the Commonwealth’s progress toward long-term goals.