Remote Customer Insights Manager — Strategic CX & Impact

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

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,