Remote Customer Insights Manager: Shape Strategy & Growth

First Citizens Bank; Raleigh (NC); Remote; USD 108,000 - 180,000; Full time

Job summary

First Citizens Bank is seeking an experienced Manager, Customer Insights role to translate customer and market knowledge into clear business implications and strategic actions. You will lead cross-functional teams, partnering with Marketing, Product, and Customer Experience to drive customer-centric decisions.

The role emphasizes quantitative and qualitative research expertise, stakeholder influence, and strong presentation skills, with the expectation to inform senior leadership decisions and

Qualifications

• Bachelor's Degree and 8 years' experience in Financial Services
• High School Diploma or GED with 12 years' experience in Financial Services

Responsibilities

• Lead 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

Qualitative research

Quantitative research

Stakeholder influence

Storytelling

Presentation skills

Ambiguity tolerance

Cross-functional collaboration

Education

Bachelor's Degree

High School Diploma or GED

Job description

First Citizens Bank is seeking an experienced Manager, Customer Insights role to translate customer and market knowledge into clear business implications and strategic actions. You will lead cross-functional teams, partnering with Marketing, Product, and Customer Experience to drive customer-centric decisions.

The role emphasizes quantitative and qualitative research expertise, stakeholder influence, and strong presentation skills, with the expectation to inform senior leadership decisions and