In a multi-year engagement, executed international UX design, usability research, and user engagement optimization programs for Citibank online services. Reported to the highest levels of the bank including Office of the Chairman. Developed primary interaction framework for Citibank home banking utilized on a global basis. Conceptualized and developed large internal teams of subject matter experts, HFE staff, and related testing facilities. Citibank online customer experience rated number one on a global basis during the period of involvement.