Internal Communications Specialist (Incident Communications)

Navy Federal Credit Union•Vienna, VA

1d•$79,200 - $124,500•Onsite

About The Position

The Incident Communications Management (ICM) team provides 24/7 support to business units across Navy Federal’s enterprise during critical system and service disruptions. The role serves as the central communications authority for high-impact incidents and acts as a liaison between business stakeholders, including non-technical teams, and ETS. It governs the incident communications approach—including message content, timing, formatting, and delivery channels—and is accountable for coordinating and communicating information throughout the incident lifecycle. The position owns and improves incident communications from preparedness through active response and post-incident analysis. It also governs Navy Federal’s Status Page as a communications product, develops executive-ready reporting, delivers incident training, and leads automation, integration, and enterprise initiatives that strengthen the speed, accuracy, consistency, and maturity of incident communications. During critical incidents, the role makes communications decisions but does not own business or operational decisions. The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., with participation in a 24/7 on-call rotation. Listed work locations are 820 Follin Lane, Vienna, Virginia, and 141 Security Drive, Winchester, Virginia. Applicants must be authorized to work in the United States without current or future sponsorship.

Requirements

Background in corporate or business communications, preferably in the banking or financial sector or multinational enterprises.
Ability to interpret and convey complex technical issues to a non-technical audience.
Bachelor’s degree in communications, business, technology, or a related field, or an equivalent combination of education and relevant experience.
Knowledge of current communication trends and best practices.
Adeptness with communication strategies, tools, systems, and methodologies, including creating and implementing effective communication plans and tactics.
Demonstrated ability to remain composed, clear, and decisive in high-pressure, time-sensitive situations.
Proficiency with Microsoft 365 tools, such as Teams, SharePoint, and Outlook, and collaboration platforms used to deliver, document, and optimize enterprise communications.
Extensive experience writing, editing, and proofreading documents.
Ability to manage diverse tasks independently and within a team setting.
Authorization to work in the United States without current or future sponsorship.

Nice To Haves

Working knowledge of enterprise IT infrastructure components, such as cloud, mainframe, and networks.
Experience with product and project management, including driving cross-functional initiatives of varying scale from concept through execution.
Proficiency in cross-functional collaboration and fostering partnerships across departments.
A strong consulting mindset, including the ability to assess needs, challenge assumptions, and recommend communication approaches tailored to audience and impact.
Experience engaging with stakeholders at all organizational levels.
Professional certifications in product and project management.
Exposure to or ongoing learning in AI-assisted tools, automation, or analytics supporting communications, reporting, or workflow optimization.

Responsibilities

Develop, refine, and implement critical incident communications processes, procedures, and operational approaches.
Initiate and manage timely, accurate incident communications across business stakeholders and the enterprise using Status Page notifications, the ICM incident bridge, and enterprise collaboration and alerting channels.
Develop and deliver fact-based technical and business impact summaries for senior leaders, suitable for executive and Board-level awareness and reporting.
Own the end-to-end incident communications lifecycle, including preparedness, active incident response, post-incident communications analysis, and continuous improvement.
Create post-incident reports for ETS leadership and business stakeholders.
Serve as a communications decision authority during critical incidents, making real-time decisions about message timing, content, escalation, and stakeholder alignment without owning business or operational decisions.
Own and govern Navy Federal’s Status Page as a communications product, including incident and maintenance content, templates, service onboarding, performance metrics, continuous improvement, and stakeholder enablement.
Develop executive-ready reporting and insights from incident, engagement, and performance data to articulate business impact, risk, trends, and readiness.
Define, track, and apply KPIs and stakeholder feedback to improve the effectiveness and maturity of incident communications.
Promote awareness and use of the Status Page and understanding of the critical incident process throughout the enterprise.
Conduct regular critical incident training, such as mock incidents and tabletop exercises.
Cultivate relationships across departments and proactively set, manage, and reinforce stakeholder expectations throughout the incident lifecycle.
Create, review, and update ICM support documentation, including eNet playbooks and procedures.
Support the Major Incident Management (MIM) team in its incident activities.
Stay current on industry best practices and trends to maintain high communication standards during incidents.
Lead automation and integration efforts to improve the speed, accuracy, and consistency of incident communications across platforms and collaboration tools.
Identify opportunities to use automation, analytics, and emerging technologies, including AI, to improve incident communications effectiveness and scalability.
Lead enterprise alignment and initiatives that enhance ICM capabilities and long-term incident communications maturity.
Scale incident communications capabilities and mentor others as the program and organization mature.
Support other relevant duties as needed.
Adhere to Navy Federal policies, procedures, and regulations pertaining to the Bank Secrecy Act.