Consumer Research & Insights Lead

Capitol Federal® Savings Bank•Topeka, KS

1d•Onsite

About The Position

The Consumer Research & Insights Lead builds and manages Capitol Federal’s Voice of the Customer (VoC), customer research, and continuous-improvement capabilities. This role owns the listening program, business use and administration of Qualtrics, survey and feedback standards, measurement methodology, data quality, analysis, and the Bank-wide customer experience score. The position also conducts hands-on customer research, selects practical qualitative and quantitative methods, carries out priority studies, and turns findings into decisions for Product Management and other areas of the Bank. This is a fluid player-and-coach role that combines hands-on research and improvement work with establishing methods and standards, coaching others, influencing work delivered by partners, and potentially managing direct reports as needed. The role partners with product managers, business areas, process owners, and subject-matter experts to understand customer needs, identify friction and improvement opportunities, and recommend measurable actions. The position requires a bachelor’s degree in a relevant discipline and typically seven 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. Regular in-office attendance is required, and extended hours may be needed when business needs require. The position is located in Topeka, Wichita, or Kansas City.

Requirements

Bachelor’s degree in business, Marketing, Psychology, Behavioral Science, Statistics, Data Analytics, or a related discipline.
Typically seven 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, suitable 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 accountable 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; establish closed-loop practices to route material feedback to appropriate teams.
Maintain a prioritized view of customer friction and experience-improvement opportunities, including 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 for journey mapping and customer-experience work so priorities reflect customer behavior, feedback, and business impact.
Help establish practical 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 remaining able 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.