Internal Communications Specialist (Incident Communications)

The Incident Communications Management (ICM) team provides 24/7 support to business units across Navy Federal’s enterprise during critical system and service disruptions, ensuring stakeholders receive timely, clear, consistent, and decision relevant information. The Incident Communications Manager serves as the central communications authority for high impact incidents, acting as the liaison between business stakeholders (including non technical teams) and ETS.

The role governs the incident communications approach, including message content, timing, formatting, and delivery channels, and is accountable for how information is curated, coordinated, and communicated throughout the incident lifecycle.

Navy Federal Credit Union currently does not provide sponsorship for this role. Applicants must be authorized to work in the United States without the need for current or future sponsorship.

The Incident Communications Management (ICM) team provides 24/7 support to business units across Navy Federal’s enterprise during critical system and service disruptions, ensuring stakeholders receive timely, clear, consistent, and decision‑relevant information. The Incident Communications Manager serves as the central communications authority for high‑impact incidents, acting as the liaison between business stakeholders (including non‑technical teams) and ETS.

The role governs the incident communications approach, including message content, timing, formatting, and delivery channels, and is accountable for how information is curated, coordinated, and communicated throughout the incident lifecycle.

Qualifications

• 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, a related field, or an equivalent combination of education and relevant experience.
• Knowledge of current communication trends and best practices.
• Adeptness in communication strategies, tools, systems, and methodologies, including creating and implementing effective communication plans and tactics.
• Demonstrated ability to remain composed, clear, and decisive during high
• ‑ pressure, time
• ‑ sensitive situations.
• Proficiency with Microsoft 365 tools (e.g., Teams, SharePoint, Outlook) and collaboration platforms used to deliver, document, and optimize enterprise communications.
• Extensive experience in writing, editing and proofreading documents.
• Able to manage diverse tasks independently and within a team setting.
• Desired Qualifications
• Working knowledge of enterprise IT infrastructure components (e.g., Cloud, mainframe, networks).
• Experience with product and project management, including driving small to large-scale. cross‑functional initiatives from concept through execution.
• Proficient in cross-functional collaboration and fostering partnerships across various departments.
• Strong consulting mindset with the ability to assess needs, challenge assumptions, and recommend communication approaches tailored to audience and impact.
• Experience engaging with stakeholders at all levels of the organization.
• Professional certifications in the areas of product and project management.
• Exposure to or ongoing learning in AI‑assisted tools, automation, or analytics that support communications, reporting, or workflow optimization.
• Additional Information
• Hours: Monday - Friday, 8:00AM - 4:30PM (24/7 on-call rotation)
• Location: 820 Follin Lane, Vienna, VA 22180
• 141 Security Drive, Winchester, VA 22602

Responsibilities

• Develop, refine, and implement critical incident communications processes, procedures, and operational communication approaches.
• Initiate and manage timely, accurate incident communications across business stakeholders and the enterprise, leveraging 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 during high‑impact incidents, ensuring information is 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 judgment calls on message timing, content, escalation, and stakeholder alignment, while not 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 using incident, engagement, and performance data to articulate business impact, risk, trends, and readiness.
• Define, track, and apply KPIs and stakeholder feedback to continuously improve the effectiveness and maturity of incident communications.
• Promote awareness and utilization of Navy Federal’s Status Page and an understanding of the critical incident process throughout the enterprise.
• Conduct regular critical incident training (e.g., mock incidents, 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, such as eNet playbooks and procedures.
• Support the Major Incident Management (MIM) team in their incident activities.
• Stay current on industry best practices and trends to maintain excellent communication standards during incidents.
• Lead automation and integration efforts to improve the speed, accuracy, and consistency of incident communications across platforms and other collaboration tools.
• Identify opportunities to leverage automation, analytics, and emerging technologies (including AI) to enhance incident communications effectiveness and scalability.
• Drive long‑term incident communications maturity by leading enterprise alignment and executing initiatives that enhance ICM capabilities.
• Ability to scale incident communications capabilities and mentor others as the program and organization mature.
• Support other relevant duties as needed.