SVP, User Research and Insights -- Citi
Citi – Long Island City, NY or Jacksonville, Florida
Insights and Usability Lab Director
SVP, User Research and Insights
This leader will be part of a team at that is critical to Citibank's efforts to transform to customer centricity. The SVP of User Research & Insights will become the voice of the customer in the Customer Experience roadmap synthesizing and syndicating all our primary, secondary, customer satisfaction and usability insights into a strong customer-driven experience vision. The overall mission of the Digital Customer Experience team is to ensure that 1) research and a customer focus lead projects and 2) design and quality of experience are consistent across all our digital channels including desktop, mobile and tablet.
The Insights & Usability Director plays a key role in driving the vision of customer centricity as he/she will be directly responsible for growing and executing our plan to embed user research & insights (NPS) more deeply into the Global Consumer Marketing and Internet Office (GCMIO) business development processour own creative development process. In addition, he or she will synthesize and syndicate findings across a broad audience to reach a shared view on the customer perspective. Specific deliverables may be scorecards, a robust library, & insights reports.
This leader will inspire, manage and eventually grow a team of four usability and NPS experts.
From an external perspective, this person will manage external partners, including developing contracts and formal scopes of work as well as ongoing reviews, monitoring and assessment and select new partners to conduct:
· NPS research and planning
· Competitive insights & Industry Analysis (Comscore, Forrester etc)
· Usability testing and user research
· Site and mobile/tablet satisfaction (OpinionLab)
This leader will partner with internal Market Research teams on qualitative and quantitative research studies that have insights or impact to digital channels.
This leader is the go to for insights on consumer behavior for online or for mobile. He/she is also responsible for partnering with the business and UX teams to ensure all relevant insights are brought to bear for projects. From an aspirational perspective, this leader will become the voice of the customer throughout CMIO and business partners, informing business strategy and making presentations frequently in partnership with other Digital Customer Experience team members.
This exceptional leader will be responsible for:
Representing the research driven voice of the digital customer when needed to determine business plans;
Roadmap for annual Insights plan - create and manage the different research streams to match Business needs. Partnering with business managers to understand product plans, competitive assessment to build insights and usability plans that match business objectives;
Driving the best in class simple & human design through competitive assessment, best practices reviews as well as partnering with UX and business teams;
Inserting insights into development process that are actionable and materially improve the customer experience;
Rapid and iterative usability testing to match agile development as well as proactive longitudinal efforts to optimize and quantify change across common user flows
Synthesizing and syndicating insights into executive level presentations, emails and merchandizing throughout CMIO and business partners.
Participating in efforts to define the global User Research and Insights structure and community
This person will lead the Insights & Usability team will be a leader in the Jacksonville or NYC Citi office. Partnering with delivery, business & IT teams, he/she will work to ensure that relevant customer insights are included in development whenever appropriate and that consumer insights drive development.
He/she will also help the team to transform to support truly Agile development to increase efficiency and speed to market by ensuring insights are both relevant and actionable within agile development timeframes.
The candidate will have 10 to 15 years of experience in the online space. . The ideal candidate will have had increasing experience assessing and leveraging market research, usability and industry reporting. Ideally, this person will have had experience within large corporate and/or financial industries. The person should have a passion for customer insights and be an experienced presenter and communicator. Strong analytic skills to link insights to business metrics are important.. An MBA or graduate degree is preferred but not required.
· Passion to understand and share what drives customer behavior
· Analytic and data-oriented - able to understand data, trends and assess impact for our business and CX plans
· Excellent communication and presentation skills.
· Entrepreneurial and energetic - engaged in new trends, ideas & new ways to explore usability
· Strong interpersonal skills.
· Strong internal marketer; able to win support of peers, seniors and juniors for projects.
· Gets hands dirty - enjoys rolling up sleeves and figuring things out!
Insights and/or Usability knowledge e - Ideal candidate will have managed insights/usability teams and vendors and have held functional roles/been trained and/or leveraged insights extensively in a business role.
Executive Communication - Strong competence in creating executive communications. Able to quickly distill information to its crispest, critical elements.
Analytical Skills - Has strong competency in providing analytical insight for marketing initiatives, brand planning and tracking, and budgeting.
Influencing Strengths - Experience leading in a matrix organization and motivating executive peer group and business unit leaders. Ability to influence and embed insights throughout business development processes in CMIO and business units.
People Management - Experience managing a team and allocating resources appropriately against business priorities. Able to adapt management style to meet individual team member's needs.