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Alice Milligan is the Chief Digital Client Experience Officer for Citi’s U.S. Consumer Bank. Since Alice joined the bank in 2014, she has increasingly blurred the gap between technology and finance to reimagine Citi’s customer experience capabilities across digital platforms, centered on seamless simplicity.
In her role, Alice is responsible for driving the end-to-end strategy, design and delivery of the digital client experience within the bank’s U.S. Consumer Bank. Her team drives clarity, accountability and ownership of the digital client experience; facilitates the prioritization of investments; and fuels the agility, collaboration, and creativity of our digital talent. The team leverages customer experience analytics and data-driven decision making to enhance the overall customer experience, with digital and mobile as priority channels for customer acquisition, servicing and engagement.
As of Q4 2018, Alice’s leadership helped drive a 12% growth in active mobile customers across Citi’s North America Consumer Bank vs the prior year, helping cement Citi’s leadership position as a digital bank of tomorrow. Further, her team’s continuous stream of new feature launches culminated in Citi being ranked #1 for the most in-demand mobile features in the U.S. in 2018 by Business Insider.
Prior to joining Citi, Alice garnered more than 25 years of experience in curating the customer experience at leading brands like Coach, American Express and AT&T.
Alice has been recognized as one of Crain’s 2018 Notable Women in Finance and included on PaymentsSource’s Most Influential Women in Payments 2018 list. In addition, she has been widely quoted in media outlets including Business Insider, Forbes, American Banker, Huffington Post etc.