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Citizens Bank CMK Sr Market Research Manager in Westwood, Massachusetts


Research Team Leader

Research & Customer Insights Team

The Research and Customer Insights team leads custom research for both Citizens’ consumer and commercial banks and manages two key data platforms – the Citizens Listens (VoC) customer experience platform and the Customer Complaints and Issues platform. The data we collect and analyze are essential for making sure we communicate effectively with our customers, offer the right products and services and continuously improve our business to deliver the best customer experience possible.

Our team is looking for an experienced research team leader to manage our researchers and the analyses/projects they complete for our colleagues across the bank.

Primary responsibilities:

  • Manage and mentor a small but mighty team of researchers and analysts.

  • Partner with colleagues across the bank to identify key issues/opportunities and design research solutions to address those opportunities.

  • In addition to conducting your own research, assist the team with project design, execution and analysis.

  • Build a process for expanding the distribution of research insights, so colleagues across the bank learn from our customers.

  • Enhance reporting and data visualizations to improve the look, feel and impact of delivered projects.

  • Manage 3rd party research partners to design and deliver impactful research studies.

  • Assist other team leaders with projects/data analysis as possible.


Beneficial skills and qualifications:

  • 10+ years of experience conducting research on the client or research partner side, with significant experience managing a team.

  • Skilled at analyzing data, including unstructured/open-ended customer feedback.

  • Experience with brand research including brand tracking and ad testing.

  • Experience managing 3rd party research partners.

  • Experience using survey tools such as Qualtrics.

  • Experience using voice-of-the-customer (VoC) platforms such as Medallia, Qualtrics or others (not required, but helpful).

  • Flexible with daily tasks/responsibilities.

  • Ability to manage multiple priorities simultaneously.

  • Strong project management skills.

Why Work for Us

At Citizens, you'll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

Equal Employment and Opportunity Employer/Disabled/Veteran

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.