Citi Group US Personal Banking Customer Experience Research Insights - SVP Hybrid 

United States, District of Columbia, Washington 

765020742

Responsibilities:

• Conceptualize, lead and manage the research and information agenda across multiple stakeholders including work to support new product development or refreshes, marketing communications, and omni channel customer experience for the Retail Bank
• Act as the research and insights subject matter expert and face of the consumer, demonstrating executive level presence and influence
• Articulate a deep understanding and knowledge of various research methodologies to partners, including qualitative, quantitative and mixed method approaches.
• Ensure the quality of research is best in class and employs the most rigorous and up to date methods
• Communicate and present findings in written and oral form to partners, including peers and senior leaders.
• As part of the Research and Insights leadership team, proactively contribute ideas and help execute the vision of how Insights are done at Citi, including integration of work across teams and providing insight behind NPS and other competitive benchmark metrics
• Ensure Citi bank principles, policies and standards are met for all project engagements. Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 10+ years of work experience
• 7+ years customer insights and research background with either a research supplier or in house at corporation
• Experience leading and executing qualitative and quantitative research across multiple methodologies including but not limited to consumer journey mapping, concept testing, segmentation, communication development and testing . Experience with NPS a plus.
• Demonstrates a deep understanding and insight of consumer behavior, needs and motivations.
• Excellent relationship management skills and the ability to work effectively across teams and business partners
• Strong communication and influencing skills; able to work effectively at all levels in an organization and establish and maintain strong relationships
• Experience successfully leading a team of research professionals
• Strong written and verbal communication skills with the ability to influence effectively
• Demonstrates creative thinking with ability to transform the business
• Ability to work enthusiastically with people outside of their immediate team to drive consensus and results
• Demonstrates ability to synthesize, prioritize and drive results with a strong sense of urgency

• Bachelor’s/Universitydegree in relevant field of study, Master’s degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Anticipated Posting Close Date:

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