Senior Vice President, Consumer Insights and Market Research
2 weeks ago
Company Overview:
Citi stands as a prominent financial institution and card issuer in the United States, dedicated to serving millions of clients daily. Within the US Customer Experience division, the Senior Vice President of Market Research and Consumer Insights plays a pivotal role in the Research and CX Insights team, tasked with spearheading essential research initiatives that bolster our growth and enhance our service delivery to customers across North America.
Role Overview:
This position emphasizes the formulation of strategic agendas and the extraction of insights from primary research to bolster the Retail Bank and key customer experience initiatives. The ideal candidate will possess extensive experience in strategic research, coupled with a robust business acumen, enabling them to conceptualize and oversee a comprehensive portfolio of work, influence partners and senior leadership, and mentor fellow researchers within a complex organizational structure.
Key Responsibilities:
- Design, lead, and manage the research agenda across diverse stakeholders, supporting new product development, marketing strategies, and omni-channel customer experiences for the Retail Bank.
- Serve as the subject matter expert in research and insights, demonstrating a strong executive presence and the ability to influence.
- Communicate a thorough understanding of various research methodologies, including qualitative, quantitative, and mixed methods, to stakeholders.
- Ensure that research quality meets the highest standards, employing the latest methodologies.
- Effectively present findings in both written and verbal formats to peers and senior leaders.
- Contribute proactively to the Research and Insights leadership team, aiding in the execution of the vision for insights integration across teams.
- Adhere to Citi's principles, policies, and standards throughout all project engagements, ensuring compliance with relevant laws and regulations.
Qualifications:
- Over 10 years of professional experience.
- A minimum of 7 years in customer insights and research, either in-house or with a research provider.
- Proven experience in leading qualitative and quantitative research across various methodologies, including consumer journey mapping and concept testing.
- Deep understanding of consumer behavior, needs, and motivations.
- Exceptional relationship management skills, capable of collaborating effectively across teams.
- Strong communication and influencing abilities, with the capacity to engage at all organizational levels.
- Experience in successfully leading a team of research professionals.
- Creative thinking skills with the ability to drive business transformation.
- Ability to synthesize information, prioritize tasks, and deliver results with urgency.
Education:
- Bachelor's degree in a relevant field; a Master's degree is preferred.
This job description outlines the primary responsibilities and qualifications for the role. Additional job-related duties may be assigned as necessary.
Job Family Group: Marketing
Job Family: Market Research
Time Type: Full time
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