VP, Market Research Sr Manager - C13

Citi is one of the leading banks and card issuers in the US, serving millions of customers every day.  As part of the US Personal CX organization the VP/ Market Research Sr Manager will be part of the Research and 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 individual contributor role will specifically focus on driving insights from primary research to support the Citi Retail Services business. This role requires an experienced, strategic research professional who can guide and influence partners with data driven insights and ensure we keep the customer at the center of all we do. As part of the CX organization, this person will also connect the dots across CX initiatives and recommend research that will ensure an elevated customer experience. In addition, this person will stay abreast of developments across Financial Services areas of credit cards to further inform the insights they create. 

Responsibilities:

• Conceptualize, lead and manage key consumer insights projects across multiple lines of business including work to support new product development, marketing communications, and omni channel customer experience.
• Act as the research and insights subject matter expert - articulate a deep understanding and knowledge of various research methodologies to partners, including qualitative, quantitative and mixed method approaches.
• Fluently speak to how research and customer insights impacts business decisions, and translate insights into clear, actionable recommendations.
• Own and manage the research process from end to end (e.g. objectives, survey/guide development, analysis plan, reporting, etc.). 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.
• Work closely with vendors, internal partners, and agencies to ensure research is executed on schedule and within budget.
• Ensure Citibank 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:

• 6-10 years of overall work experience
• Preferred 5-7 years customer insights and research background with either a research supplier or in house at corporation.
• Must be a passionate advocate for the customer and a champion for change, willing to speak up and challenge the status quo in order to build a truly customer-centric organization and culture.
• Demonstrates a deep understanding and insight of consumer behaviour, 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.
• Passionate about delivering high quality customer experiences and insights.
• Strong written and verbal communication skills with the ability to influence effectively.
• Strong project management experience.
• Proven ability to drive results while managing multiple projects and business partners (internal and external).
• 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.
• Ability to work in a fast-paced environment and able to juggle several projects at a time.
• Demonstrates ability to synthesize, prioritize and drive results with a strong sense of urgency.

Education:

• Bachelor's degree required, 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.

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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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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.

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