Strategic Manager, Customer Insights & Voice of the Customer – Remote Leadership Role in Financial Services

About brighthush – A Legacy of Trust and Innovation

For more than 125 years, brighthush has been a cornerstone of the financial services landscape, delivering reliable banking solutions to individuals, families, and businesses across the nation. Our enduring success is built on a culture that values deep, authentic relationships—both with our customers and with the communities we serve. At brighthush, we believe that meaningful careers are forged through collaboration, continuous learning, and a shared commitment to long‑term prosperity.

Why This Role Matters

In today’s fast‑evolving marketplace, understanding the voice of the customer is no longer a nice‑to‑have—it’s a strategic imperative. As the Strategic Manager, Customer Insights & Voice of the Customer, you will sit at the critical intersection of market research, analytics, and business strategy within a top‑20 financial institution. Your insights will shape product roadmaps, marketing campaigns, and service designs, ensuring that every decision made at brighthush is rooted in a deep, data‑driven understanding of our customers’ needs, aspirations, and pain points.

Role Overview

This is a fully remote position open to candidates residing in California, North Carolina, or Washington. You will partner directly with senior leaders across Marketing, Product, Customer Experience, Sales, and Strategy, translating complex data sets into clear, actionable recommendations that drive growth, mitigate risk, and enhance the overall customer experience.

Key Responsibilities

• Research Leadership: Design, lead, and execute both qualitative and quantitative research initiatives covering customer experience, brand perception, awareness, messaging effectiveness, competitive positioning, and strategic business priorities.
• Strategic Partnership: Collaborate with cross‑functional stakeholders to define business questions, select optimal methodologies, and develop research plans that align with organizational objectives.
• Data Synthesis & Insight Generation: Analyze voice‑of‑customer feedback, market intelligence, and internal business data to uncover emerging trends, opportunities, and potential risks.
• Actionable Recommendations: Translate research findings into concise business implications, prioritized action items, and strategic recommendations that are easily digestible for senior leadership.
• Executive Communication: Craft executive‑ready presentations that focus on the “so what,” business impact, and next steps, ensuring insights drive tangible outcomes.
• Thought Partnership: Serve as a trusted advisor to Marketing, Product, CX, Sales, and Strategy teams, championing a customer‑centric mindset throughout the organization.
• Change Advocacy: Promote the adoption of research‑driven decision making, increasing the visibility and impact of insights across all business units.
• Project Management: Manage multiple research projects simultaneously, balancing competing priorities while maintaining high standards of quality and timeliness.

Essential Qualifications

• Education & Experience: Bachelor’s degree with at least 8 years of relevant experience, or a high school diploma/GED with a minimum of 12 years of progressive experience in financial services.
• Research Expertise: Proven track record in both qualitative (focus groups, in‑depth interviews, ethnography) and quantitative (surveys, statistical modeling, advanced analytics) research methods.
• Stakeholder Influence: Demonstrated ability to influence senior leaders and drive decisions without direct authority.
• Business Acumen: Strong understanding of how customer insights translate into revenue growth, cost efficiencies, and risk mitigation.
• Analytical & Storytelling Skills: Exceptional ability to synthesize complex data into compelling narratives and visualizations.
• Presentation Excellence: Experience delivering findings and strategic recommendations to C‑suite audiences.
• Adaptability: Comfortable navigating ambiguity, prioritizing competing demands, and independently advancing projects from concept to execution.

Preferred Qualifications & Skills

• 8+ years of experience specifically within market research, customer insights, Voice of Customer (VoC), customer experience, strategy consulting, or related fields.
• Advanced proficiency with research platforms (e.g., Qualtrics, SurveyMonkey), statistical software (e.g., SPSS, R, Python), and data visualization tools (e.g., Tableau, Power BI).
• Experience in the financial services sector, with a solid grasp of regulatory considerations and industry‑specific customer behaviors.
• Demonstrated success in building and scaling research functions within large, matrixed organizations.
• Strong project management credentials (e.g., PMP, Agile certifications) are a plus.

Core Competencies for Success

• Strategic Thinking: Ability to see the big picture while drilling down into granular data.
• Collaboration: Proven skill in building strong, trust‑based relationships across diverse functional teams.
• Curiosity: A relentless desire to ask “why” and uncover the underlying motivations of customers.
• Communication: Clear, concise, and persuasive written and verbal communication tailored to varied audiences.
• Problem‑Solving: Proactive identification of gaps and formulation of innovative solutions.
• Ethical Judgment: Commitment to data privacy, confidentiality, and ethical research practices.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. In this role you will:

• Gain exposure to senior leadership and influence strategic direction at a national financial institution.
• Lead high‑visibility research initiatives that directly impact product development, marketing strategy, and customer experience.
• Access a robust learning ecosystem, including tuition reimbursement, industry certifications, and internal mentorship programs.
• Participate in cross‑functional innovation labs where you can prototype new research methodologies and emerging analytics techniques.
• Position yourself for future advancement into Director‑level roles, Chief Customer Officer pathways, or broader strategy leadership positions.

Work Environment & Culture at brighthush

Our remote‑first philosophy empowers you to work from anywhere within the eligible states while staying deeply connected to the brighthush community. We foster a culture that values:

• Collaboration: Regular virtual “insight cafés,” cross‑team workshops, and open‑door leadership forums.
• Inclusivity: Diverse perspectives are celebrated, and every voice is encouraged to contribute to the conversation.
• Innovation: A sandbox environment for testing new research tools, AI‑driven analytics, and experimental design approaches.
• Work‑Life Balance: Flexible scheduling, generous paid time off, and wellness resources to support mental and physical health.

Compensation, Perks & Benefits

While exact base salary will be determined by experience, location, and market factors, candidates hired in California or Washington can expect a competitive range typically between $108,477 and $180,000 annually. In addition to base pay, brighthush offers:

• Performance‑based bonuses and variable incentive plans.
• Comprehensive health, dental, and vision coverage.
• Retirement savings options with company matching contributions.
• Paid parental leave, adoption assistance, and flexible work arrangements.
• Employee assistance programs, wellness stipends, and access to virtual fitness classes.
• Professional development budgets for conferences, certifications, and continuing education.

How to Apply

If you are ready to shape the future of customer‑centric decision making at a leading financial institution, we invite you to submit your application through the brighthush careers portal. Please include a resume that highlights your research leadership experience, a cover letter that tells your story, and any relevant work samples or case studies that demonstrate your impact.

Apply To This Job

Join brighthush – Make Insightful Decisions That Matter

At brighthush, your expertise will not only inform strategy—it will transform the way millions of customers experience banking. We are looking for a passionate, analytical, and collaborative leader who thrives on turning data into decisive action. If you are excited about influencing senior leadership, championing a customer‑first mindset, and growing your career in a forward‑thinking organization, we want to hear from you.

Take the next step in your professional journey. Apply today and become a catalyst for meaningful change at brighthush.