undefined Wooters

Rebecca Wooters

Chief Customer Experience Officer, Citi

Rebecca Wooters is the head of the Customer Experience Team responsible for leading digital experience and engagement for Cards, Retail and Mortgage lob’s through a cross-channel strategy with a focus on the shift to digital primarily mobile. Her role is responsible for leading the evolution of the Customer Journeys overall digital experience across mobile apps, browser, voice, bot, and messaging experiences. These key journeys include Rewards, Authentication, and overall digital servicing. Leveraging a customer-centric, data informed process, the team has several key areas of focus: digital analytics and performance, core digital and omni channel experiences, and setting the standards and practices that will accelerate digital and customer experience innovation. Implementation of projects, which influence progress, ensured through a team who leads governance standards, formal project prioritization and customer launch readiness informed by Customer insights and benchmarking as well as journey decomposition of Customer “moments of truth.”

Previous to joining Citi in 2008, Rebecca was the Director of Product Innovation for Experian and previous to Experian; Rebecca spent 11 years with MBNA. At MBNA, Rebecca held multiple management positions in Card Marketing, Call Center Operations, and Business Development including a role in Portfolio Management responsible for large Co-Branded programs such as the NFL, MLB and a number of large Colleges and Universities.

She earned her bachelor’s degree from Texas A&M University and her MBA from University of Texas at Dallas.

In 2014, Rebecca was named Dallas Top 25 Women in Business for her contributions both to the non-profit and corporate community.

In 2013, Rebecca was featured in Dallas Child’s Mom Next Door for her extensive volunteer work for the American Lung Association in addition to balancing the life of Mom and business woman.

Rebecca is the President of the leadership board for the American Lung Association. In 2009, Rebecca was honored as “Volunteer of the Year” for her volunteer efforts.

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