Consumer Research & Insights Lead

The Consumer Research & Insights Lead builds and manages the Bank's Voice of the Customer (VoC), customer research, and continuous improvement capabilities. This position owns the listening program, the business use and administration of Qualtrics, survey and feedback standards, measurement methodology, data quality, analysis, and the Bank-wide customer experience score.

What You Will Do

Design and execute qualitative and quantitative customer research, partner with Product Managers and other business areas, and connect research findings with behavioral, operational, and business data.

Why It Might Be a Fit

The ideal candidate will have 7 or more years of progressive experience in customer research, customer insights, Voice of the Customer, product research, user research, customer experience, market research, or a related field.

Requirements

• 7 or more years of progressive experience in customer research, customer insights, Voice of the Customer, product research, user research, customer experience, market research, or a related field
• Demonstrated experience conducting mixed-method research and translating findings into actionable business recommendations
• Experience leading or materially building a VoC program, including measurement, analytics, reporting, and cross-functional use of customer feedback
• Experience with Qualtrics or a comparable enterprise experience management platform preferred
• Experience in a complex, regulated, or service-oriented organization and familiarity with structured process improvement preferred
• Bachelor's degree in business, Marketing, Psychology, Behavioral Science, Statistics, Data Analytics, or a related discipline required
• Strong knowledge of qualitative and quantitative research methods, survey design, and research synthesis
• Strong analytical skills, including the ability to interpret customer metrics, structured data, and unstructured feedback
• Working knowledge of VoC measurement, scorecards, driver analysis, and data quality
• Working knowledge of process mapping, root-cause analysis, prioritization, and outcome measurement
• Ability to communicate complex findings clearly and translate evidence into practical recommendations
• Strong facilitation, influence, organization, and stakeholder-management skills

Benefits

• Medical, dental, life, and disability insurance
• Retirement and savings plans
• Flexible Spending Accounts
• Paid time off and holidays
• Parental leave
• Employee Assistance Program