Remote Customer Insights Leader

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

Job summary

First Citizens Bank is seeking an experienced Manager, Customer Insights for a fully remote role to support customers and business leaders across the organization. The position combines market research, voice of the customer, and strategic insights to drive customer-centric decisions.

You will partner with Marketing, Product, CX, and Sales to translate findings into actionable plans, present to senior leadership, and champion data-informed decisions while navigating a dynamic, collaborative

Qualifications

• 8+ years of experience in market research, customer insights, Voice of Customer, 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.

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

Stakeholder influence

Analytical thinking

Storytelling

Presentation skills

Education

Bachelor's Degree

High School Diploma or GED

Job description

First Citizens Bank is seeking an experienced Manager, Customer Insights for a fully remote role to support customers and business leaders across the organization. The position combines market research, voice of the customer, and strategic insights to drive customer-centric decisions.

You will partner with Marketing, Product, CX, and Sales to translate findings into actionable plans, present to senior leadership, and champion data-informed decisions while navigating a dynamic, collaborative