Consumer Research & Insights Lead

Capitol Federal Savings Bank•Topeka, KS

22h•Onsite

About The Position

The Customer Research & Insights Lead builds and manages Capitol Federal Savings Bank’s Voice of the Customer (VoC), customer research, and continuous improvement capabilities. The 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. It also conducts customer research, selects qualitative and quantitative methods, leads priority studies, and turns findings into decisions for Product Management and other areas of the Bank. This is a fluid player-and-coach role. The position performs hands-on work, establishes methods and standards, coaches others, influences work delivered by partners, and may manage direct reports as needed. It partners with Product Managers and other business areas on discovery, problem validation, concept evaluation, launch learning, and post-launch measurement. It also helps establish practical continuous-improvement methods and supports process reviews and structured problem-solving efforts.

Requirements

Bachelor’s degree in business, Marketing, Psychology, Behavioral Science, Statistics, Data Analytics, or a related discipline.
Typically, 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.
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.
Regular in-office attendance is required.
Ability to work extended hours when business needs require.

Nice To Haves

Experience with Qualtrics or a comparable enterprise experience management platform.
Experience in a complex, regulated, or service-oriented organization.
Familiarity with structured process improvement.

Responsibilities

Design and execute qualitative and quantitative customer research using methods appropriate to business needs, such as interviews, surveys, concept testing, usability testing, focus groups, and diary studies.
Translate business objectives and research questions into research plans, appropriate methods, actionable findings, and practical recommendations.
Partner with Product Managers and other business areas on discovery, problem validation, concept evaluation, launch learning, and post-launch measurement.
Connect research findings with behavioral, operational, and business data where practical, and maintain a usable repository of customer research and insights.
Own the enterprise listening program and serve as business owner and administrator of Qualtrics, including listening strategy, survey architecture, feedback channels, dashboards, workflows, user access, standards, and lifecycle management.
Own the Bank-wide VoC measurement framework and customer experience score, including metric definitions, methodology, data quality, reporting, trend analysis, driver identification, and progress toward established goals.
Identify key score drivers and influence business and process owners to address them through analysis, recommended priorities, measurable goals, recurring progress reporting, and escalation of material barriers.
Analyze structured and unstructured feedback to identify recurring issues, emerging needs, and opportunities, and establish closed-loop practices to route material feedback to appropriate teams.
Maintain a prioritized view of customer friction and experience-improvement opportunities with problem statements, recommended ownership, expected outcomes, and success measures.
Help leaders distinguish isolated feedback from recurring or material customer issues and quantify customer and business impact where practical.
Provide research and analysis to support journey mapping and customer-experience work so priorities reflect customer behavior, feedback, and business impact.
Help establish continuous-improvement methods for intake, prioritization, process mapping, problem definition, root-cause analysis, measurement, and follow-through.
Evaluate and structure improvement opportunities arising from cost, cycle time, rework, employee observations, operational performance, risk or control findings, service issues, customer feedback, and other business inputs.
Partner with process owners and subject-matter experts to document current-state processes, define future-state outcomes, reduce unnecessary complexity or handoffs, and establish success measures.
Facilitate selected process reviews and structured problem-solving efforts in support of approved priorities.
As capacity grows, help guide or manage dedicated continuous-improvement support while continuing to perform selected continuous-improvement work directly.
Perform other duties as assigned and participate in proactive team efforts to achieve departmental and company goals.
Comply with applicable laws, regulations, bank policies, and safety procedures; report unsafe activities to a supervisor or Human Resources.