Manager, Customer Insights

First Citizens Bank; North Carolina; Remote; USD 108,000 - 180,000; Full time

Job summary

First Citizens Bank is seeking an experienced Manager, Customer Insights to translate customer understanding into strategic actions. You will lead research across CX, brand, and product priorities, partnering with senior stakeholders to shape questions and methods.

Your work informs decisions and drives customer-centric outcomes across divisions. The role demands strong storytelling, executive communication, and the ability to influence without direct authority in a collaborative,

Qualifications

• Bachelor's Degree and 8 years' experience, OR High School Diploma or GED/Equivalent and 12 years' experience in Financial Services
• 8+ years in market research, insights, VOC, customer experience, strategy or related fields

Responsibilities

• Lead qualitative and quantitative research across customer experience, brand, awareness, messaging, competitive positioning, and strategy.
• Partner with stakeholders to define questions, select methodologies, and translate needs into actionable plans.
• Analyze customer feedback, research studies, and market data to identify opportunities and risks.
• Translate findings into business implications, recommendations, and prioritized actions.
• Create executive-ready presentations focused on impact and next steps.
• Serve as trusted partner across Marketing, Product, CX, Sales, Strategy, and leadership.
• Champion customer-informed decision making and increase research adoption.

Skills

Market research

Customer insights

Voice of Customer

Customer experience

Strategic thinking

Stakeholder influence

Analytical thinking

Presentation skills

Education

Bachelor's Degree

High School Diploma or GED

Job description

Overview

This is a remote role that may be hired in the following states: California, North Carolina and Washington.

At First Citizens Bank, we believe meaningful careers are built through meaningful relationships. For more than 125 years, we've supported our clients, communities and colleagues through a culture rooted in connection, collaboration and long-term success.

We're looking for an experienced Manager, Customer Insights professional who is passionate about understanding customers and helping business leaders make more informed decisions. Success on this role comes from translating customer and market understanding into clear implications, strategic recommendations, and meaningful business action.

This Manager, Customer Insight role sits at the intersection of market research and voice of customer insights at a large top 20 bank. The person in this role will help business leaders better understand customers, identify opportunities, solve problems, and make more informed customer-centric decisions.

This is a highly collaborative role that supports a wide range of stakeholders across the organization, including senior leaders. Success requires building strong relationships, understanding business objectives, appropriately challenging assumptions, and serving as a trusted advisor who helps stakeholders make customer-informed decisions.

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.

Qualifications

Minimum Required Education and Experience: Bachelor's Degree and 8 years' experience OR High School Diploma or GED/Equivalent and 12 years' experience in Financial Services

Preferred Skills

• 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

Additional Information

If hired in California, or Washington the base pay for this position is generally between $108,477.27 and, $180,000. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.