Overview:

This is a remote role that may only be hired in the following locations:  AL, AR, CT, DE, IA, ID, IN, KS, KY, LA, ME, MN, MS, NC, NE, OH, OK, PA, RI, SC, SD, VA, VT, WV

This position resides within the Customer Experience group at First Citizens Bank. This position is responsible to support the enterprise by providing customer research and insights to improve the overall customer experience and revenue for the organization.

This position is responsible for the profitability and growth of new and existing business products. Develops methodologies, collects, and analyzes customer feedback, including quantitative and qualitative analyses, and tracks market trends to facilitate development of a profitable product. Coordinates all stages of insights development from conception to implementation. Suggests enhancements, monitors customer experience, and ensures compliance with best practices.

Responsibilities:

Collaborate on Voice of the Customer (VOC) strategy for the bank. Help build the VOC program for the bank in partnership with key stakeholders across the enterprise to ensure VOC complements and is in alignment with division goals.

Proactively offer improvements and development ideas for the legacy VOC programs

Advocate for early engagement, providing the VOC Team with a seat at the table at the beginning of product/project development to ensure a coordinated business strategy.

Lead and Manage VOC projects to track customer experience through all stages of the customer journey.Understand customer journey touchpoints from the stakeholder perspective

Plan & Design new VOC programs and projects

Create and manage project plans

Monitor current and recurring project progress

Develop insightful reports and presentations with stories behind the data; incorporate operational and financial data for a more holistic picture

Market ResearchCollaborate on research projects for competitive evaluation (product, experience, value proposition, research for PR/marketing, etc.)

Qualifications:

Bachelor's Degree and 6 years of experience in Product Management -OR- High School Diploma or GED and 10 years of experience in Product Management

Additional Required Qualifications:

Practical experience in Voice of the Customer (VOC), customer experience programs and research methods

Hands-on, extensive experience with data analysis and data visualization using Excel (Access), SAS, Tableau, and/or other data analysis tools for research,

Hands-on experience with a survey software (Qualtrics experts preferred)

Strong communication and presentation skills, including building proposals, project plans, business cases and insightful reports with stories (not data dumps)

Strong analytical skills and drive for results.

Preferred:

Multiple database experience (e.g., joining SQL databases, financial databases, building Tableau dashboards/design skills)

Leading CX/VOC projects across various units in a matrix organization

If hired in North Carolina, the base pay for this position is generally between $96,341 and $118,000. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.

First Citizens benefits programs are designed to meet our associates where they are in life. Full-time associates (20+ hours) are offered a comprehensive benefits program, with customized offerings, including those designed to support families, however defined. More information regarding our benefits offerings can be found here: