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Senior Vice President, Consumer Insights and Market Research
2 months ago
Citi, a prominent financial institution and card issuer in the United States, is dedicated to enhancing customer experiences for millions daily. Within the US Customer Experience division, the Senior Vice President of Market Research and Consumer Insights will play a pivotal role in the Research and CX Insights team. This position is tasked with designing and spearheading essential research initiatives that bolster our growth and optimize our service delivery to customers across North America. The focus will be on establishing the research agenda and deriving insights from primary research to support the Retail Bank and strategic customer experience initiatives.
Key Responsibilities:
+ Develop, oversee, and manage the research and information strategy across various stakeholders, including efforts to support new product innovations, marketing communications, and comprehensive customer experiences for the Retail Bank.
+ Serve as the research and insights expert, representing the consumer perspective with executive presence and influence.
+ Demonstrate a profound understanding of diverse research methodologies to stakeholders, encompassing qualitative, quantitative, and mixed-method approaches.
+ Ensure that research quality meets the highest standards, employing the most rigorous and contemporary methods available.
+ Effectively communicate and present findings in both written and verbal formats to stakeholders, including peers and senior management.
+ Actively contribute to the Research and Insights leadership team, providing innovative ideas and executing the vision for how insights are generated at Citi, including the integration of efforts across teams and delivering insights related to NPS and other competitive benchmarks.
+ Uphold Citi's principles, policies, and standards throughout all project engagements. Assess risks appropriately when making business decisions, with a strong emphasis on the firm's reputation and safeguarding Citigroup, its clients, and assets. This includes ensuring compliance with applicable laws, rules, and regulations, adhering to policy, exercising sound ethical judgment in personal conduct and business practices, and transparently managing and reporting control issues.
Qualifications:
+ Over 10 years of professional experience.
+ More than 7 years of expertise in customer insights and research, either with a research provider or in-house at a corporation.
+ Proven experience in leading and executing qualitative and quantitative research across various methodologies, including consumer journey mapping, concept testing, segmentation, and communication development and testing. Familiarity with NPS is advantageous.
+ A deep understanding of consumer behavior, needs, and motivations.
+ Exceptional relationship management skills, with the ability to collaborate effectively across teams and with business partners.
+ Strong communication and influencing capabilities, able to engage effectively at all organizational levels and build robust relationships.
+ Experience in successfully leading a team of research professionals.
+ Excellent written and verbal communication skills, with the ability to influence effectively.
+ Creative thinker with the ability to drive business transformation.
+ Enthusiastic collaborator, capable of working with individuals outside their immediate team to foster consensus and achieve results.
+ Proven ability to synthesize, prioritize, and drive results with a strong sense of urgency.
Education:
+ Bachelor's degree in a relevant field; a Master's degree is preferred.
This job description provides a high-level overview of the types of work performed. Additional job-related duties may be assigned as necessary.
Job Family Group:
Marketing
Job Family:
Market Research
Time Type:
Full time
Primary Location:
New York, New York, United States
Compensation:
Competitive salary range with additional benefits, including medical, dental, and vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Paid time off packages are also available.
Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
