5 questions with Citizens’ head of communications Michelle Hecht

Welcome, dear readers, to the inaugural installment of what we hope will be an edifying, empowering series, in which we ask experienced and venerated communications pros a handful of pointed questions to help you succeed in your career.

First up in the hot seat is Michelle Hecht, executive vice president, head of communications of Citizens, one of the U.S.’ largest banks. Hecht has amassed more than 25 years’ worth of experience leading communications functions, during which time she’s helped companies protect their reputations and create high-performing cultures.

Here, she shares a bit of wisdom accumulated from an impressive career:

Ragan: How can communicators do a better job of ensuring consistent messaging across different platforms and departments?

Hecht: Given today’s environment—advancements in technology capabilities, ability to leverage data in more sophisticated ways, changes in human behavior impacting how we consume and retain information as well as the widespread impact of social media—I believe taking a “human centered approach” to communications is crucial.