Customer Experience Insights Manager

First National Bank•Omaha, NE

3d•Hybrid

About The Position

The Customer Experience Insights Manager serves as a strategic insights partner who transforms customer feedback into meaningful intelligence that drives business decisions. This role combines analytical rigor with consultative skills to conduct trend analysis, manage complex research initiatives, and deliver actionable VOC insights to key leaders. The role supports the execution of the CX roadmap while managing day-to-day reporting, survey design, and advanced analytics across the customer feedback ecosystem.

Requirements

Experience working in Customer Experience (CX), Voice of the Customer (VOC), Insights, Analytics, or Research functions within a complex organization
Proven ability to synthesize quantitative and qualitative customer feedback into actionable insights for senior leaders
Hands-on experience designing and analyzing surveys, including sampling strategies, segmentation, and statistical validation
Demonstrated experience with advanced analytics techniques such as driver analysis, regression modeling, and text analytics
Practical experience leveraging NLP, AI, or automation to scale customer insight generation and improve insight velocity
Experience managing CX or research platforms (e.g., Qualtrics or similar enterprise tools) across multiple feedback channels
Strong storytelling and executive communication skills, with the ability to translate data into clear narratives and recommendations
Experience integrating customer feedback with operational, behavioral, or customer profile data to deepen insight quality
Track record of monitoring CX initiatives over time and measuring the impact of improvements on business outcomes
Comfort partnering cross‑functionally with Product, Marketing, Data, Technology, and Business leaders to influence decisions
Experience supporting vendor evaluations, onboarding, or capability testing within an insights or analytics ecosystem
Strong data governance mindset, with experience working alongside data management or compliance partners
Candidates must possess unrestricted work authorization and not require future sponsorship.

Responsibilities

Run monthly reporting, business line summaries, and comprehensive trend analysis
Design surveys with appropriate sampling methodologies and customer segmentation strategies
Deliver VOC insights and strategic updates to leadership while supporting ad-hoc research needs
Manage driver analysis, regression modeling, and qualitative insights synthesis
Own NLP, language models, AI capabilities, and workflow automations for customer segments
Support end-to-end CX efforts within the Qualtrics platform, coordinating and owning customer data to drive insights
Generate periodic reports of key customer insights and maintain real-time customer dashboards
Monitor for emerging trends and measure results of actioned CX improvements against business outcomes
Analyze customer feedback appended with customer data, conducting periodic deep dives on key feedback efforts
Acquire and integrate data from multiple sources to perform analysis and identify patterns that answer business questions
Assist in creating business cases for recommended CX improvements
Ensure customer feedback data is stored in formats that enable cross-organizational leverage
Validate survey populations are representative of target audiences and monitor daily survey file transmissions
Support onboarding and testing of new customer insights vendors and capabilities
Partner with Enterprise Data Management (EDM) to ensure compliance with data protocols for acquisition, storage, and sharing