Client Experience Insights Lead

Truist • Charlotte, NC

1d • Onsite

About The Position

This role is critical in delivering actionable, data‑driven insights that directly inform strategies to improve client satisfaction across the enterprise. As part of a dynamic CX/OPEX Operational Excellence team, this strategic leader will partner closely with cross‑functional business units to analyze complex data and translate it into clear, executive‑ready insights. The role provides high visibility with executive leadership and plays a key part in enabling senior leaders to monitor and influence client experience trends across complaints, incidents, and major business initiatives. You’ll build and scale high‑impact Tableau and Power BI dashboards, using automation to simplify workflows and accelerate insight. This role is built for a leader who pairs strong technical depth with standout PowerPoint storytelling—regularly distilling complex data into crisp, executive‑ready narratives that drive decisions. You’ll integrate complaints data with business transactional data to pinpoint the most impactful opportunities to improve the client experience and advance our strategic objective of deepening client loyalty. As a people leader, you’ll coach and inspire a high‑performing team, setting a clear vision, raising the bar, and creating an environment where top talent thrives. Your ability to turn complexity into sharp, strategic recommendations will directly shape outcomes and elevate operational performance.

Requirements

• Bachelor’s degree in a business-related field, or equivalent education and related training
• 10 years of experience in consulting, project management or process improvement related role.
• Excellent analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with demonstrated attention to detail and accuracy
• Strong communication skills, both written and verbal, with ability to influence others and facilitate difficult conversations with leadership
• Knowledge of the industry's competitive landscape and the factors that differentiate Truist and its competitors in the market
• Ability to interpret and explain complex information to a range of audiences and build consensus among different stakeholders
• Ability to provide direction, coaching and mentorship to experienced teammates
• Ability and willingness to learn and adapt as the needs of the job change
• Fluent in Excel and PowerPoint, preparing presentations for senior level teammates
• Demonstrated proficiency in business intelligence visualization tools (e.g. Tableau dashboards)

Nice To Haves

• Master's degree or MBA
• Five years of experience in the financial services industry or consulting
• Experienced in working with third parties (On or Offshore, Vendors, etc.).

Responsibilities

• Manages the analysis, reporting structure, and delivery of multiple executive-level reports across the enterprise.
• Establishes and maintains relationships with all stakeholders ensuring coordination across cross-functional teams and obtains leadership support
• Strong business acumen/knowledge, management experience, problem solving, critical thinking, influencing and sound decision-making skills.
• Demonstrates the ability to effectively prioritize.
• Explain and interprets complex, difficult, or sensitive information; view business challenges from diverse perspectives to effectively liaison between Client Experience and other stakeholders.
• Oversees and/or prepares and maintains necessary materials and artifacts to ensure reporting outputs have an appropriate level of traceability, tracking all impacts to completion and knowledge delivery to impacted audiences.
• Create and maintain interactive visualizations for business partner access, integrating data components from multiple data sources.
• Will serve as a leader, directly leading multiple analysts support data analysis, insights identification, and reporting.
• Will manage a team providing a cohesive, inclusive, team-oriented culture aligned with the Truist purpose, mission, and values

Benefits

• Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
• Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
• Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level