Marilena Lakoumentas's Email Addresses & Phone Numbers

Senior Vice President, Customer Experience Strategy - Optum @ UnitedHealth Group New York, New YorkVice President, Individual Solutions Group, Head of Marketing Strategy @ Prudential Financial From September 2017 to April 2019 (1 year 8 months) Newark, New JerseySenior Vice President, Digital Strategy and Customer Experience @ Citi Drive digital strategy of on-line and mobile capabilities with...

Senior Vice President, Customer Experience Strategy - Optum @ UnitedHealth Group New York, New YorkVice President, Individual Solutions Group, Head of Marketing Strategy @ Prudential Financial From September 2017 to April 2019 (1 year 8 months) Newark, New JerseySenior Vice President, Digital Strategy and Customer Experience @ Citi Drive digital strategy of on-line and mobile capabilities with focus on improving customer experience of key customer journeys to improve NPS and JD Powers scores. Leverage customer research, customer pain point data as well as key MIS such as NPS scores, call volume into operations, etc. to inform and create optimal digital experiences and drive improvements in customer satisfaction scores. Key focus on development of forward-looking 3 year digital roadmap to drive innovation for on-line and mobile capabilities. Built new Cards KPI analytic framework to measure success of digital efforts and effect on the customer experience, revenue and expense. Developed overall strategies to drive usage of all digital capabilities leveraging all channels including email, statements and on-line. From November 2014 to September 2017 (2 years 11 months) New YorkSenior Vice President, Consumer Bank Digital Partnerships @ Citi Responsible for the digital partnerships of the Global Chief Marketing Office. Created and launched the fully integrated marketing campaign for the Google Wallet, a new digital wallet working cross functionally with Google, Mastercard and First Data. Launched integrated digital campaign for Manilla, an online bill aggregator. Responsible for developing the framework for all customer communications in the Citi Consumer Bank to make written communications simpler and clearer with more of a human and authentic tone. From January 2010 to September 2011 (1 year 9 months) New York, New YorkVice President, Product Marketing @ Citi Selected to help new start-up business in Card division selling additional credit products to credit card customers. Responsible for developing and executing fully integrated marketing plan of new credit products. Responsible for the development of a new telephony credit card product for the AT&T portfolio and full scale marketing plan to drive usage and awareness of the new card and it's features. From September 2003 to October 2006 (3 years 2 months) New York, New YorkSenior Vice President, Retail Bank Marketing and Business Development @ Citi Created and executed B to B and B to C marketing and sales strategies to drive sales of Citi's consumer banking products to employees of key target companies. Created business development strategies to effectively target key decision makers at target organizations partnering with Citi's Institutional Clients group to develop overall value proposition and close partnership deals. Launched digital marketing strategies, including new consumer value proposition website for key target companies and first ever Retail Bank online appointment calendar so employees can set up appointments with Citi bankers. From September 2011 to November 2014 (3 years 3 months) New York, New YorkVice President, Retail Bank Marketing and Operations @ Citi Created and launched first ever data-driven targeting strategy for Operations to drive call center cross-sell, increasing consumer bank sales for target population by 25%. Drove Retail Bank's first foray into social media launching discussion board aimed at communicating and solving Citi customer issues. Championed frequent caller strategy developing business case to educate customers about on-line capabilities that can do routine transactions that while short term increased average handle time expense, longer term drove permanent improved customer satisfaction and bottom line revenue and expense. From October 2006 to January 2010 (3 years 4 months) New York, New YorkDirector, Risk Management @ American Express Responsible for underwriting new credit card acquisition and driving usage of the Starwood and Hilton credit card portfolios, leveraging the hotel's loyalty programs to drive acquisition and usage. From September 1998 to September 2003 (5 years 1 month) New York, New YorkSenior Consultant, Business Turnaround Services @ Price Waterhouse Assisted companies in distress with business turnaround services and reorganization plans. Developed statistical framework in employment discrimination cases to drive judgments in high profile litigation cases. From September 1992 to September 1997 (5 years 1 month) New York, New York