Manager, Customer Insights

First Citizens Bank is hiring a Manager, Customer Insights to help business leaders make customer-informed decisions. The role leads qualitative and quantitative research, analyzes customer and market data, and turns findings into strategic recommendations and prioritized actions.

Responsibilities:

• Lead and execute qualitative and quantitative research across customer experience, brand, awareness, messaging, competitive positioning, and strategic business priorities
• Partner with stakeholders to define business questions, select appropriate methodologies, and translate needs into actionable research plans
• Analyze customer/voice of the customer feedback, research studies, market intelligence, and business data to identify opportunities, risks, and emerging needs
• Translate findings into clear business implications, recommendations, and prioritized actions
• Create executive-ready presentations focused on the so what, business impact, and recommended next steps
• Serve as a trusted thought partner across Marketing, Product, Customer Experience, Sales, Strategy, and business leadership teams
• Champion customer-informed decision making and increase the adoption and impact of research across the organization

Requirements:

• Bachelor's Degree and 8 years' experience OR High School Diploma or GED/Equivalent and 12 years' experience in Financial Services
• 8+ years of experience in market research, customer insights, Voice of Customer, customer experience, strategy, consulting, or related fields
• Strong qualitative and quantitative research expertise
• Demonstrated ability to influence stakeholders and decisions without direct authority
• Strong business acumen and ability to connect customer insights to business outcomes
• Exceptional analytical thinking, synthesis, storytelling, and presentation skills
• Experience presenting findings and recommendations to senior leaders
• Comfortable operating with ambiguity, prioritizing competing demands, and independently driving work forward