Internal Communications Specialist (Incident Communications)

Navy Federal Credit Union; Winchester (VA); On-site; USD 110,000 - 170,000; Full time

Job summary

Navy Federal Credit Union is seeking an Incident Communications Manager to lead the central communications authority for high-impact incidents. You will coordinate messages with business and non-technical teams, govern the Status Page product, and deliver executive‑ready reports on impact, risk, and readiness.

The role spans preparedness, active incident response, and post‑incident analysis, with a focus on scalable communications across platforms and alignment with enterprise stakeholders.

Qualifications

• Background in corporate or business communications, preferably in banking or multinational enterprises.
• Ability to translate complex technical issues for non-technical audiences.
• Bachelor’s degree in communications, business, technology or related field, or equivalent experience.
• Knowledge of current communication trends and best practices.
• Adeptness with communication strategies, tools, systems and methodologies.
• Composure and decisiveness in high-pressure, time-sensitive situations.
• Proficiency with Microsoft 365 tools and collaboration platforms used for enterprise communications.
• Strong writing, editing and proofreading capabilities.
• Ability to manage diverse tasks independently and in a team.

Responsibilities

• Develop, refine, and implement critical incident communications processes and procedures.
• Initiate timely incident communications across stakeholders using Status Page and escalation channels.
• Develop executive-ready summaries of incident impact for senior leaders.
• Own end-to-end incident communications lifecycle from preparedness to post-incident review.
• Create post-incident reports for ETS leadership and stakeholders.
• Serve as communications decision authority during incidents and govern Status Page as a product.
• Develop reporting and insights to convey business impact, risk, trends, and readiness.
• Define KPIs and drive maturity of incident communications across the enterprise.
• Promote awareness of Status Page and the incident process across the organization.
• Conduct regular incident training and tabletop exercises.
• Foster cross-department relationships and manage stakeholder expectations.
• Update ICM documentation and support Major Incident Management activities.
• Stay current on industry practices and explore automation/AI to enhance communications.
• Lead initiatives to scale capabilities and mentor others as the program grows.

Skills

Corporate communications

Non-technical storytelling

Crisis communication

Microsoft 365 proficiency

Written communication

Stakeholder management

Education

Bachelor’s degree in communications or related field

Tools

Microsoft Teams

SharePoint

Outlook

Office 365 suite

Job description

Overview

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.

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.

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

• Monday - Friday, 8:00AM - 4:30PM (24/7 on‑call rotation)

Location

• 820 Follin Lane, Vienna, VA 22180
• 141 Security Drive, Winchester, VA 22602

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

• FORTUNE 100 Best Companies to Work For® 2026
• Yello and WayUp Top 100 Internship Programs 2025
• Computerworld® Best Places to Work in IT 2026
• Most Loved Workplace – America’s Top Most Loved Workplaces® 2025
• 2025 PEOPLE® Companies That Care
• Newsweek Most Trustworthy Companies in America 2026
• Military Times 2025 Best for Vets Employers
• Forbes® 2026 America's Best Large Employers
• Forbes® 2025 America's Best Employers for New Grads
• Forbes® 2025 America's Best Employers for Tech Workers
• 2025 RippleMatch Campus Forward Award Winner for Overall Excellence
• Military.com Top Military Spouse Employers 2025
• 2026 Handshake Early Talent Award
• Newsweek America’s Greatest Workplaces for Culture, Belonging and Community 2026

From Fortune Magazine. © 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.

Equal Employment Opportunity

All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Accommodations

If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at [e-mail] or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.

Disclaimers

Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.

Bank Secrecy Act

Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.