Voice of Client Research Program Manager II

Truist Bank • Charlotte, NC

8d

About The Position

Through consultative leadership, a passion for client and teammate empathy and process thinking, drive the development of innovative improvement initiatives optimizing the client’s experience with Truist. Lead the design, management and evolution of multiple, complex Voice of the Client (VOC) programs in order to collect ongoing client/prospect feedback, deliver valuable insights used directly by all levels of leadership to inform business strategies and prioritization, measure the delivery of our enterprise and/or Business Unit’s desired client experiences, and to identify actionable opportunities for improvement to increase client retention, advocacy and revenue. Communicate and develop recommendations and action plans with Executive Leadership and key line of business partners to build a distinctive client experience.

Requirements

• Bachelor’s degree or Master’s degree in related field such as Business Administration, Psychology, Behavioral Economics with concentrations in Market Research
• Ten years of proven experience in market research and/or Voice of the Client program design or CX Leadership and/or management
• High level of Qualitative and quantitative research experience
• Multiple levels of analytics techniques and competitive panel/benchmark research
• Deep understanding and proven experience with Client Experience best practices and thought leader in the field of market and client experience research
• Experience working with large raw datasets, preferably in a SAS or SQL environment and ability to understand complex data sources and translate business needs into data logic
• Demonstrated high-level competency and/or subject matter expert in consulting internal clients and managing market research projects, including conceptualization and execution of complex projects requiring the management of multiple resources
• Ability to lead/manage multiple projects in a highly-complex environment
• Excellent communication and presentation skills
• Demonstrated ability to foster strong partnerships and influence leadership to make decisions and/or change based upon client feedback
• Self-directed with ability to implement long-term business client strategies
• Detailed-oriented and be able to identify, prioritize and execute initiatives and tactics to support achievement of goals and timelines
• Must have a proven ability to develop creative ideas that solve problems and strategic issues that arise
• Must have high energy, passion and a positive attitude
• Demonstrated ability to proactively educate and communicate results that will be used in making strategic decisions
• Strong ability to write and communicate requirement documents and project plans
• Proven ability to build and sustain positive productive relationships with business partners at all levels to achieve business goals
• Ability to travel up to 25% per month, occasionally overnight

Nice To Haves

• Master of Business Administration (MBA) or related degree
• Ten years of experience in Banking or Financial services industry
• Project Management Certification
• Six Sigma or other relevant Certifications (CCXP, Process Master, Principles of Market Research, etc.)

Responsibilities

• Lead and consult with Business Unit partners by identifying actionable insights from multiple feedback programs, interpreting/communicating the findings from client research, making recommendations to executive/senior leadership, and actively participating in development of Business Unit improvement strategies/action plans.
• Serve as subject matter expert on client feedback associated with aligned Business Units through continually monitoring results from VOC programs and syndicated/benchmarking studies.
• Lead VOC survey and dashboard design, training, and reporting requirements to support coaching and generation of actionable insights aligned with Business Unit strategy,
• Responsible for successful implementation or enhancements of VOC programs, managing to established timelines and budget.
• Lead VOC analytical efforts and root cause discovery and large scale communications in partnership with Business Unit and VOC third party vendor(s).
• Prepare concise and professional presentations to Senior and Executive Leadership that clearly express rational recommendations in order to address critical issues and pain point dissolution for our clients and teammates.
• Drive design and development for VOC research programs and its continuous evolution to align with business Work with internal technology teams and external VOC vendors to drive the enhancements of existing VOC programs and development of new ones.

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
• Number of Employees: 5,001-10,000 employees