Manager, Customer Insights & Strategy (Remote)

First Citizens; Seattle, Olympia, Sacramento (WA, WA, CA); Remote; USD 108,000 - 180,000; Full time

Job summary

First Citizens Bank is seeking an experienced Manager, Customer Insights to translate customer and market understanding into strategic recommendations for Marketing, Product, and Customer Experience. This remote role supports a wide range of stakeholders across the organization, including senior leaders.

You will lead qualitative and quantitative research across CX, brand, and competitive positioning; define questions with stakeholders; analyze VOC data; and present executive-ready findings with

Qualifications

• Bachelor’s degree plus 8+ years in Financial Services.
• High school diploma with 12+ years in Financial Services.
• Experience in market research and customer insights.
• Ability to influence stakeholders without direct authority.

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.

Skills

Market research

Customer insights

Voice of Customer

Customer experience

Strategy

Consulting

Presentation

Stakeholder influence

Education

Bachelor's Degree

High School Diploma or GED/Equivalent

Job description

First Citizens Bank is seeking an experienced Manager, Customer Insights to translate customer and market understanding into strategic recommendations for Marketing, Product, and Customer Experience. This remote role supports a wide range of stakeholders across the organization, including senior leaders.

You will lead qualitative and quantitative research across CX, brand, and competitive positioning; define questions with stakeholders; analyze VOC data; and present executive-ready findings with