Senior Vice President – Communications and Culture

SVP, Communications and Culture Champion, US Consumer Digital and Customer Experience

Business Overview:

For the past 200 years at Citi, we have a drive to help clients move from ambition to achievement. Our company has been one of the foundational components of today’s modern financial infrastructure—this gives us a level of unmatched expertise in tackling the world’s most complex challenges and connecting across capabilities to enable lasting progress for our clients.

We attract and nurture local talent from all over the world, ensuring our people are both deeply attuned to regional needs but also bring a global mindset to help clients, communities and nations move forward. Our culture is fueled by men and women with the passion to push beyond borders and boundaries, and the wisdom and courage to do what’s right.

The US Consumer Digital (USCD) and Customer Experience (CX) Teams are the foremost customer advocate within the Global Consumer Bank (GCB) at Citi. We harness the full power of our people, data, and resources to maximize prospect & customer engagement in support of our strategic priorities. Our global team is responsible for driving all aspects of customer experience, targeting and engagement across the franchise. We take a disciplined, data-driven approach to enhancing the customer experience across the full lifecycle, with digital and mobile as priority channels for acquisition, servicing and engagement. We are focused on delivering sustained, long-term business benefit to the Global Consumer Bank by accelerating our progress towards being an industry-leading digital bank.

The USCD COO and Strategy Team manages a wide range of responsibilities in support of the Digital Experience and Chief Customer Experience Officers. Key priorities for the team include providing strategic support to the leadership team in the development, communication, and implementation of its long-term vision, strategy, and key initiatives to deliver against ambitious digital and customer experience goals. The COO and Strategy team is also responsible for managing business routines and management communications to enable coordination, alignment, and decision making at the leadership team level. In addition, the team is responsible for driving project management discipline across the team and ensuring leadership has clear line of sight into the health of the team’s breadth of initiatives and investments. Finally, the team is responsible for developing internal team communications and managing other efforts to increase employee engagement and instill a customer-centric culture. This position will require working across all levels and functions across USCD and CX to develop and execute an employee engagement plan that will make these organizations a destination group in which to work, develop, grow and advance across all responsibilities, locations and organizational levels. The role will also help educate the USCD and CX teams on our progress towards our goals and strategic priorities, as well as help foster a customer-centric culture.

Key Responsibilities

The SVP, Communications and Culture Champion will be responsible for the development of critical communications on behalf of the Digital Experience and Chief Customer Experience Officers, will lead all employee engagement efforts to improve employee NPS and Voice of the Employee (VOE) scores, and will provide support to USCD and CX leadership across a number of key business management routines and activities.
Key responsibilities of the role include:

Internal Communications: The Business Manager will develop communications for various internal audiences on behalf of the Digital Experience and Chief Customer Experience Officers, including managing the end to end process of developing team Newsletters; developing quarterly accomplishment communications and documents for senior leadership; and planning, organizing, and developing content for Town Halls and other speaking engagements. Voice of the Employee (VOE): The Communications and Culture Champion will develop and execute the USCD and CX team’s VOE vision and plan, ensuring we identify and tackle key issues and make measurable success in employee engagement metrics. This role will require actively engaging and leading members of the team to ensure employee engagement remains a consistent priority that we are working to improve at all levels and in a comprehensive and effective manner. Key Culture/VOE activities include: Lunch & Learn series (both career/talent/development topics and business topics); Leading Culture/VOE task force composed of Culture Sub-leads from across the organization; Developing and executing feedback surveys; Developing, maintaining, and executing a comprehensive annual VOE plan and scorecard, and providing regular updates to leadership on progress; Managing and evolving Employee Recognition programs; Developing and managing a new employee onboarding and “buddy” program; Planning and executing all social and community events for the team; and Evolving our Culture/VOE plan to incorporate new culture and employee engagement activities based on feedback and employee needs and interests. The Communications and Culture lead will support critical COO and Strategy activities, for example working across USCD and CX leadership to ensure attendance at key meetings, and managing and executing plans for leadership team site visits. This role will also provide coverage to the rest of the COO and Strategy team as needed, supporting activities such as: HR-related responsibilities (Recruiting efforts, Site Strategy, Headcount), Contractor management / tracking, Liaising on media inquiries, actively participating in the Citi Mobile Tour execution, and planning of USCD and CX leadership business reviews.

Qualifications

• Preference for candidates with experience working in an internal communications position, supporting senior management teams
• Prior credit card or financial services experience preferred, as well as deep understanding of customer experience and digital/mobile landscape and trends in financial services / payments and adjacent industries
• Ability to influence team to rally behind strategies that are aimed at maintaining a strong, positive culture
• Excellent English written communication skills required – Proven ability to autonomously create clear written communications (Samples of prior work will be requested).
• Management experience required
• Strong track record of creating and delivering proactive and strategic communications programs
• Strong communication and influencing skills at executive level; able to work effectively at all levels in an organization and establish and maintain strong relationships
• Highly self-motivated, proactive, responsive and organized, able to quickly prioritize, respond to, and act on leadership requests
• Track record of success in delivering high quality work in a fast paced and dynamic environment.
• Creative and forward thinking, with strategic mindset to integrate business strategy into all communications.
• Integrity, maturity, dependability, and a positive professional attitude.
• A team player who will implement initiatives effectively and motivate others to carry out their work.
• Strong organizational and project management skills.
• 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
• Attention to detail – ability to proactively manage opportunities and challenges in an effective and detail orientated manner
• Flexibility and adaptability to work in ambiguous situations, while having the resilience and tenacity, with a propensity to persevere in a resistive environment.

Education:

• Bachelor’s/University degree, 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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Grade :All Job Level – All Job FunctionsAll Job Level – All Job Functions – US

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