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 VP of Competitive Intelligence 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 powering the bank with a deep understanding of the competitive CX landscape, including benchmarking our current experiences. This role requires an experienced, strategic competitive insights professional with strong business acumen who has the vision and skill to create and oversee a significant book of work, partner with teams across the bank (including Digital, CX, Operations) and guide and influence partners and senior leaders.
Responsibilities:
- Identify & analyze competitive trends and strategy of key players and author executive level presentations to share implications to our business
- Thoroughly map and benchmark different customer journeys and recommend areas to improve
- Own and manage outside vendor relationships to support the competitive intelligence function
- Analyze internal and external research data to build compelling, insightful storylines that illuminate opportunities and threats for the business. Must be able to go deep into secondary data and reports to understand key trends and build out compelling recommendations, as well as do the legwork to create detailed CX stories across channels
- Understand when to leverage different tools and techniques including when direct consumer input is required for analysis
- Lead multiple ongoing projects in an organized manner including the development of clear project plans and developing and delivering strategic insights in a timely manner.
- Engage and influence cross functional partners throughout the organization to share insights and move projects and recommendations forward.
- 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:
- 7+ years of work experience
- 4+ years competitive, research/insights or consulting background
- Demonstrates a deep understanding and insight of consumer journey frameworks, competitive intelligence techniques and a keen interest in consumer behavior, needs and motivations.
- Excellent relationship management skills and the ability to work effectively across teams and business partners
- Strong written and verbal communication skills with the ability to influence effectively
- Demonstrates ability to synthesize, prioritize and drive results with a strong sense of urgency
Education:
- Bachelor’s/University degree, Master’s degree a plus
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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Job Family Group: Marketing------------------------------------------------------
Job Family:Market Research------------------------------------------------------
Time Type:Full time------------------------------------------------------
Primary Location:Schaumburg Illinois United States------------------------------------------------------
Primary Location Full Time Salary Range:$114,720.00 - $172,080.00
In 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.
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Most Relevant Skills Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.------------------------------------------------------
Anticipated Posting Close Date:------------------------------------------------------
Automated Processing and AIWe use automated processing, including artificial intelligence, for our legitimate business interests (or our reasonable and appropriate business purposes) to identify and align the candidate's skills and abilities with a specific job opening. Additionally, if you so choose, or consent, we can match your skills and abilities to other suitable roles at Citi.
Importantly, all our hiring processes and decisions, including determining your suitability for a role, are conducted, checked, and decided by individuals. Our automated processing and AI do not involve relying on automatic or autonomous decision-making. Please refer to any Jurisdictional Considerations, with specific provisions for your country (where relevant) for further details.
Illinois residents – AI Notice and Right
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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
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 Citi’s EEO Policy Statement and the Know Your Rights poster.
Skills Required
- 7+ years of work experience
- 4+ years of experience in competitive intelligence, research and insights, or consulting
- Deep understanding of consumer journey frameworks and competitive intelligence techniques
- Strong interest in consumer behavior, needs, and motivations
- Excellent relationship management skills
- Ability to work effectively across teams and business partners
- Strong written and verbal communication skills
- Ability to influence effectively
- Ability to synthesize, prioritize, and drive results
- Strong sense of urgency
- Bachelor's or university degree
- Master's degree
Citi Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Citi and has not been reviewed or approved by Citi.
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Healthcare Strength — Health coverage is presented as comprehensive, including free in-network preventive care, mental-health resources, and the Be Well Program. Materials also state new hires have access to health and insurance benefits from the outset.
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Retirement Support — The retirement plan offers a $1-for-$1 match up to 6% of eligible pay. New employees are eligible for the plan, with automatic enrollment after 90 days if they do not enroll themselves.
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Inclusive Benefits Coverage — Benefits highlight fertility treatment coverage, adoption/surrogacy reimbursement up to $30,000, and disability coverage. Coverage extends to spouses and domestic partners regardless of gender identity or sexuality, with gender-affirming care-related support noted.
Citi Insights
What We Do
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