Cincinnati-based Fifth Third Bancorp has appointed Citi veteran Melissa Stevens to the newly created role of chief digital officer and head of omni-channel banking.
Stevens most recently served as managing director and chief operating officer for Citi Fintech and was also head of the bank's consumer innovation labs. Prior to that, she was global consumer digital banking head with responsibility for all digital properties and apps in Citi’s markets throughout North America, Latin America, Europe and Asia.
Reporting to head of consumer banking Chad Borton, at Fifth Third she will be responsible for creating the strategic plan for an integrated omni-channel customer experience, including both sales and service, for all lines of business. She will also direct tactical execution in implementing new functionality, processes and systems.
Fifth Third president and CEO Greg Carmichael says: "Fifth Third Bank is committed to placing the customer at the center of all we do. Melissa Stevens will help drive a seamless, integrated customer experience to help our customers do business where, when and how they want."
Stevens' appointment comes on the heels of another big digital signing at Fifth Third, which last month lured Steve D’Amico, a 24-year Procter & Gamble veteran, to lead a new pioneering team responsible for creating an embedded innovation capability throughout the company.