Customer Experience Insights Manager

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.

Summary Of The Job

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.

About This Role

• 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
  
  

The Ideal Candidate For This Role

• 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.

Compensation

Compensation range (base pay): $81,662.00-$134,741.00

This role may have a specific starting pay within this range.

Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.

Work Environment

It is anticipated that the incumbent in this role will work in a hybrid capacity, balancing in-person collaboration three (3) days a week with remote flexibility two (2) days a week. As part of our team, you'll experience the energy and relationship-building of face-to-face collaboration while still enjoying the flexibility of remote workdays. We provide the tools and technology to ensure seamless transitions between work environments, supporting your productivity wherever you are. Please note that work location is subject to change based on business needs.

Benefits Overview

We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Time Off Programs
• Health Savings Account (HSA)/Dependent Care
• Employee Banking
• Growth Opportunities
• Tuition Assistance
• Short-Term/Long-Term Disability Insurance
  
  

Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/.

For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.

Job number: R-20260582

Equal Opportunity & Belonging

FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.

Learn more here.

FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.

Click here to download 'EEO is The Law' Self-Print Poster

Click here to download 'EEO is The Law' Supplement for Federal Contractors

Click here to download 'EEO is The Law' GINA Supplement

FNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC

FNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)

Application Deadline

All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.