Senior Consumer Insights & VoC Lead

Capitol Federal® Savings Bank; Overland Park (KS); On-site; USD 120,000 - 150,000; Full time

Job summary

Capitol Federal Savings Bank seeks a Consumer Research & Insights Lead to own the VoC program and drive customer understanding across the bank. You will manage Qualtrics, build dashboards, and deliver insights that influence Product Management and other areas.

You will design mixed-method research, translate findings into actionable changes, and collaborate with product teams to embed customer experience improvements into roadmaps and initiatives.

Qualifications

• Bachelor’s degree in business, marketing, psychology, behavioral science, statistics, data analytics, or related discipline.
• Strong knowledge of qualitative and quantitative research methods, survey design, and research synthesis.
• Strong analytical skills, including interpreting customer metrics, structured data, and unstructured feedback.
• Working knowledge of VoC measurement, scorecards, driver analysis, and data quality.
• Ability to communicate complex findings clearly and translate evidence into practical recommendations.
• Regular in-office attendance required.
• Experience with Qualtrics or a comparable enterprise experience management platform preferred.

Responsibilities

• Design and execute qualitative and quantitative customer research using interviews, surveys, concept testing, usability testing, focus groups, diary studies, or other methods.
• Translate business objectives and research questions into clear research plans, methods, findings, and recommendations.
• Partner with Product Managers and other business areas on discovery, problem validation, and measurement.
• Own the enterprise listening program and administer Qualtrics, including dashboards, access, standards, and lifecycle management.
• Identify key score drivers and influence owners to address them through priorities and progress reporting.
• Analyze feedback to identify recurring issues and establish closed-loop actions with relevant teams.
• Maintain a prioritized view of customer friction and improvement opportunities with measurable outcomes.

Skills

Research methods

Survey design

Data analysis

VoC management

Stakeholder mgmt

Education

Bachelor's degree

Tools

Qualtrics

Job description

Capitol Federal Savings Bank seeks a Consumer Research & Insights Lead to own the VoC program and drive customer understanding across the bank. You will manage Qualtrics, build dashboards, and deliver insights that influence Product Management and other areas.

You will design mixed-method research, translate findings into actionable changes, and collaborate with product teams to embed customer experience improvements into roadmaps and initiatives.