Senior Crisis and Customer Communications Specialist

Company

Federal Reserve Bank of Chicago

We are expanding our team to include a senior communications specialist who will lead our crisis communication strategy and support customer communications.

This role consults with senior FRFS leaders on best-in-class protocols that support a strong customer experience.

Must be able to work in a fast-paced, collaborative environment where you will leverage crisis communications and business continuity expertise to build a foundation of templates, r materials, playbooks and practice exercises to help FRFS respond quickly and appropriately when an incident arises.
The level of work required is considered advanced and staff must be able to work under minimal supervision.

This position does not have direct reports.

About Us

We are an inclusive, innovative marketing team with responsibility for strategic brand management and integrated communications strategies for a range of Federal Reserve Financial Services payments products and services.

We support the Federal Reserve System’s critical role in the economy of operating a nationwide electronic payments and information delivery network that has over 10,000 financial institution customers and transacts more than 70 million payments daily, valued at more than $4 trillion.

Your Responsibilities:


* Build, implement and manage the strategy that supports a strong crisis communications framework including communications templates, marketing playbooks and tabletop exercises.


* Maintain annual crisis preparedness plan, incorporating insights and enhancements to ensure the plan reacts to industry best practices and changes in FRFS.


* Track, measure and report on crisis communication protocols and customer feedback after service incidents.


* Manage external consultant responsible for FRFS reputational management activities including on-call issues support, tabletop exercises and/or communication templates. 


* Develop and implement comprehensive project plans and resource requirements to achieve objectives. 


* Collaborate with cross-functional teams to align with FRFS business continuity and incident management functions.


* Conduct all FRFS marketing business continuity activities including business impact analysis and business recovery program.


* Lead or support customer communication activities as assigned, including planning, development and execution.

 

Your Background:


* Bachelor’s degree in Marketing, Communications, Business or related field or equivalent experience


* Five or more years of relevant work experience building and managing a comprehensive crisis communications strategy or business continuity plan with external communications components.


* Experience evaluating business continuity protocols and effectively implementing enhancements to the strategy or plan.


* Strong written, oral and presentation communication skills including PowerPoint presentations to socialize strategy.


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