Cx Operations Jobs in Montgomery, IL (NOW HIRING)

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.

• Identify & analyse 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.

• 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

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.

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs

Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays.

• planned time off (vacation)
• unplanned time off (sick leave)
• 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.

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.

Anticipated Posting Close Date: ago 26, 2026