US Personal Banking, Customer Experience Research and Insights - SVP - Hybrid

Citi is one of the leading banks and card issuers in the US, serving millions of customers every day. As part of the US Customer Experience organization the SVP of Market Research/Consumer Insights will be part of the Research and CX Insights team responsible for designing and leading critical research initiatives to support our growth and ability to best serve our customers in North America. This role will specifically focus on setting the agenda and driving insights from primary research to support the Retail Bank and strategic CX initiatives. This role requires an experienced, strategic research professional with strong business acumen who has the vision and skill to create and oversee a significant book of work, guide and influence partners and senior leaders, and coach and develop other experienced researchers working in a highly matrixed complex organization. This person will play a key role in shaping how insights are created, as well as driving those insights into business decisions.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 urgencyEducation:• Bachelor’s/University degree in relevant field of study, Master’s degree preferredThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.------------------------------------------------------Job Family Group:Marketing------------------------------------------------------Job Family:Market Research------------------------------------------------------Time Type:Full time------------------------------------------------------Primary Location:New York New York United States------------------------------------------------------Primary Location Full Time Salary Range:$163,600.00 - $245,400.00In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.------------------------------------------------------Anticipated Posting Close Date:Sep 03, 2024------------------------------------------------------Citi is an equal opportunity and affirmative action employer.Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.View the "EEO is the Law" poster. View the EEO is the Law Supplement.View the EEO Policy Statement.View the Pay Transparency Posting