VP, Competitive Intelligence Insights

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 join the Research and CX Insights team to design and lead critical research initiatives that support growth and enhance customer service in North America. This role focuses on providing the bank with a deep understanding of the competitive CX landscape, including benchmarking current experiences.

Responsibilities

• Identify and analyze competitive trends and strategies of key players; author executive-level presentations to share business implications.
• Thoroughly map and benchmark customer journeys; recommend areas for improvement.
• Own and manage outside vendor relationships that support the competitive intelligence function.
• Analyze internal and external research data to build compelling, insightful storylines that highlight business opportunities and threats. Must be able to dive deep into secondary data and reports to uncover key trends, craft actionable recommendations, and create detailed CX narratives across channels.
• Determine when to leverage different tools and techniques, including when direct consumer input is required for analysis.
• Lead multiple ongoing projects in an organized manner, developing clear project plans and delivering strategic insights on time.
• Engage and influence cross-functional partners across the organization to share insights and advance projects and recommendations.
• Ensure all project engagements meet Citi’s principles, policies, and standards. Assess risk in business decisions, demonstrating consideration for the firm’s reputation and safeguarding Citigroup, its clients, and assets by complying with applicable laws, rules, and regulations, adhering to Policy, applying sound ethical judgment, and escalating, managing, and reporting control issues transparently.

Requirements

• 7+ years of work experience.
• 4+ years in competitive intelligence, research/insights, or consulting.
• Deep understanding 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 collaborate effectively across teams and business partners.
• Strong written and verbal communication skills with the ability to influence effectively.
• Proven ability to synthesize, prioritize, and drive results with a strong sense of urgency.

Qualifications

Bachelor’s degree required; Master’s degree a plus.

Pay

Full-time salary range: $114,720.00 – $172,080.00. In addition to salary, eligible employees may receive discretionary and formulaic incentive and retention awards.

Benefits

• Medical, dental, and vision coverage.
• 401(k) retirement plan.
• Life, accident, and disability insurance.
• Wellness programs.
• Paid time off, including vacation, sick leave, and holidays.

Available offerings may vary by jurisdiction, job level, and date of hire. For additional information, visit citibenefits.com.

Schedule

Full time.

Location

Schaumburg, Illinois, United States.