Manager, Customer Insights

First Citizens Bank • Sacramento, CA

3d • Remote

About The Position

First Citizens Bank is hiring an experienced Manager, Customer Insights to help business leaders understand customers and make informed, customer-centric decisions. The role sits at the intersection of market research and voice of customer insights at a large top 20 bank. The successful candidate will translate customer and market understanding into clear implications, strategic recommendations, and meaningful business action.

This highly collaborative position supports stakeholders across the organization, including senior leaders. The manager will build strong relationships, understand business objectives, appropriately challenge assumptions, and serve as a trusted advisor who helps stakeholders make customer-informed decisions. The position is remote and may be hired in California, North Carolina, or Washington.

Requirements

• Bachelor's degree and 8 years of experience, or high school diploma/GED or equivalent and 12 years of experience in Financial Services.
• Strong qualitative and quantitative research expertise.
• Demonstrated ability to influence stakeholders and decisions without direct authority.
• Strong business acumen and ability to connect customer insights to business outcomes.
• Exceptional analytical thinking, synthesis, storytelling, and presentation skills.
• Experience presenting findings and recommendations to senior leaders.
• Comfort operating with ambiguity, prioritizing competing demands, and independently driving work forward.

Nice To Haves

• 8 or more years of experience in market research, customer insights, Voice of Customer, customer experience, strategy, consulting, or related fields.

Responsibilities

• Lead and execute qualitative and quantitative research across customer experience, brand, awareness, messaging, competitive positioning, and strategic business priorities.
• Partner with stakeholders to define business questions, select appropriate methodologies, and translate needs into actionable research plans.
• Analyze customer and voice of the customer feedback, research studies, market intelligence, and business data to identify opportunities, risks, and emerging needs.
• Translate findings into clear business implications, recommendations, and prioritized actions.
• Create executive-ready presentations focused on business impact and recommended next steps.
• Serve as a trusted thought partner across Marketing, Product, Customer Experience, Sales, Strategy, and business leadership teams.
• Champion customer-informed decision making and increase the adoption and impact of research across the organization.

Benefits

• Competitive benefits program designed to meet associates' needs.
• Total compensation may include variable incentives, bonuses, benefits, and/or other awards, as outlined in the offer of employment.

What This Job Offers

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