Remote Senior Manager, Customer Insights & Strategy

First Citizens Bank; Olympia (WA); 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. This remote role collaborates with Marketing, Product, and Leadership to drive customer-centric decisions across the bank.

You will lead qualitative and quantitative research, analyze customer feedback, and create executive-ready presentations that highlight business impact and actionable next steps for senior leaders across multiple states.

Qualifications

• Bachelor's Degree and 8 years' experience OR High School Diploma or GED/Equivalent and 12 years' experience in Financial Services.
• 8+ years of experience in market research, customer insights, Voice of Customer, customer experience, strategy, consulting, or related fields.
• Strong analytical thinking, synthesis, storytelling, and presentation skills.

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

Presentation skills

Stakeholder influence

Analytics

Education

Bachelor's Degree

High School Diploma or GED

Job description

First Citizens Bank is seeking an experienced Manager, Customer Insights to translate customer and market understanding into strategic recommendations. This remote role collaborates with Marketing, Product, and Leadership to drive customer-centric decisions across the bank.

You will lead qualitative and quantitative research, analyze customer feedback, and create executive-ready presentations that highlight business impact and actionable next steps for senior leaders across multiple states.