VoC & Insights Lead (Research, Qualtrics, CX)

Capitol Federal Financial, Inc.; Kansas; On-site; USD 100,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, life, disability

Retirement plans

Paid time off

Parental leave

Job summary

Capitol Federal Financial, Inc. seeks a Consumer Research & Insights Lead to own VoC, customer research, and continuous improvement initiatives.

You will manage listening strategies, Qualtrics dashboards, and the Bank-wide customer experience score, while guiding qualitative and quantitative studies for Product and other teams. The role combines hands-on research with coaching and collaboration across business areas to turn insights into actionable decisions.

Qualifications

• Bachelor’s degree required in a related field.
• Strong knowledge of qualitative and quantitative research methods.
• Experience with VoC measurement, scorecards, driver analysis, and data quality.

Responsibilities

• Design and execute qualitative and quantitative customer research.
• Own the enterprise listening program and Qualtrics administration.
• Identify key score drivers and influence business owners to address them.
• Maintain a prioritized view of customer friction and improvement opportunities.
• Support journey mapping and customer-experience work with data.

Skills

VoC research

Qualtrics administration

Qualitative & quantitative methods

Survey design & analysis

Stakeholder management

Education

Bachelor’s degree in business/Marketing/Psychology/Behavioral Science/Statistics/Data Analytics

Tools

Qualtrics

Excel

Job description

Capitol Federal Financial, Inc. seeks a Consumer Research & Insights Lead to own VoC, customer research, and continuous improvement initiatives.

You will manage listening strategies, Qualtrics dashboards, and the Bank-wide customer experience score, while guiding qualitative and quantitative studies for Product and other teams. The role combines hands-on research with coaching and collaboration across business areas to turn insights into actionable decisions.