Truist is looking to optimize the client’s experience by driving the development of innovative improvement initiatives, collecting ongoing client/prospect feedback, and identifying actionable opportunities for improvement to increase client retention, advocacy and revenue.
Requirements
- High level of Qualitative and quantitative research experience
- Multiple levels of analytics techniques and competitive panel/benchmark 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
- Deep understanding and proven experience with Client Experience best practices and thought leader in the field of market and client experience research
- 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
- Strong ability to write and communicate requirement documents and project plans
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.
Other
- 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
- Ability to travel up to 25% per month, occasionally overnight
- Excellent communication and presentation skills
- Demonstrated ability to foster strong partnerships and influence leadership to make decisions and/or change based upon client feedback
