Senior Group Manager, Customer Experience and Insights (US)-CCUL Partnerships

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Group Manager, Customer Experience and Insights (US)-CCUL Partnerships based in the United States. This senior marketing leadership role oversees a customer experience and consumer insights function supporting strategic business and marketing decisions. You’ll lead a team of marketing research and insights professionals while serving as a trusted advisor to senior leaders and business partners. The role combines customer research, data synthesis, strategic planning, and executive-level storytelling to translate complex information into actionable business outcomes. You’ll shape research strategies, identify emerging trends, and develop insights that influence customer engagement, brand, and business priorities. The position requires strong cross-functional leadership, financial and operational discipline, and the ability to navigate ambiguous, complex initiatives. You’ll work in a collaborative environment with opportunities to develop high-performing teams and influence strategy across a large organization.

Lead a large and complex customer experience, marketing research, and consumer insights function with responsibility for strategy, execution, and business impact. Hire, develop, coach, and retain high-performing marketing insights professionals with strong subject-matter expertise. Establish team goals, performance expectations, development plans, and priorities aligned with broader business and marketing strategies. Provide thought leadership and strategic guidance to senior executives, business leaders, marketers, and other internal stakeholders. Develop customer, brand, and experience research programs using primary and secondary research methodologies. Own the end-to-end insights process, from defining business objectives and research questions through research design, execution, analysis, and executive presentation. Translate complex research findings, data, and market information into compelling narratives and actionable strategic recommendations. Develop strategic roadmaps, frameworks, and short- and long-term objectives based on customer and consumer insights. Identify emerging market, customer, industry, and business trends and assess their potential implications. Partner with internal marketing, business, analytics, and other functional teams to address strategic business questions and opportunities. Build and maintain strong relationships with external research partners and approved vendors, leveraging their expertise to deliver high-quality insights. Drive innovation in research methodologies and identify opportunities to improve efficiency by aggregating and synthesizing existing information sources. Oversee project planning, timelines, budgets, stakeholder communications, and alignment at key decision points. Evaluate the effectiveness of marketing insights solutions and ensure initiatives remain aligned with customer experience and brand objectives. Support integrated marketing planning and collaborate across marketing disciplines to develop cohesive business solutions. Resolve escalated project issues, manage changes, and ensure initiatives remain on strategy, on time, and within budget. Evaluate existing marketing processes and services and champion improvements that enhance effectiveness, efficiency, and scale. Partner with business leaders on annual and long-term planning, resource allocation, budgets, and operational priorities. Identify opportunities for new or improved processes with medium- to long-term organizational impact. Monitor business, industry, and regulatory developments and assess potential implications for the area of responsibility. Promote effective risk management and controls while ensuring adherence to organizational policies and applicable requirements. Build a collaborative, inclusive, and high-performing team environment that encourages knowledge sharing and open escalation of challenges. Contribute to enterprise-level strategic priorities and influence plans beyond the immediate area of responsibility. Requirements: Undergraduate degree, relevant professional certification, designation, or equivalent experience required. Master’s degree in marketing research or a related discipline is an advantage. 10+ years of professional experience in consumer insights, marketing research, brand or product management, management consulting, business analysis, or a related field. Strong business acumen and consulting capabilities, with the ability to connect customer insights and data to measurable business impact. Demonstrated ability to operate strategically while remaining comfortable with detailed research analysis and execution. Experience developing strategic plans and clear roadmaps for initiatives with limited definition or established processes. Strong self-starter mentality with the initiative to identify opportunities and turn ideas into actionable programs. Excellent aggregation, synthesis, and analytical skills, with the ability to transform complex data into clear, evidence-based narratives. Strong understanding of qualitative and quantitative research approaches and customer or consumer insights methodologies. Demonstrated ability to lead and influence cross-functional initiatives involving multiple stakeholders. Strong project management skills, including the ability to manage multiple initiatives, priorities, budgets, and deadlines simultaneously. Excellent executive communication and presentation skills, with confidence engaging stakeholders and partners at all levels. Ability to distill research findings and insights into clear business decisions and strategic outcomes. Experience creating compelling visual reports and presentations that effectively communicate research findings and recommendations. Strong people leadership experience, including hiring, coaching, performance management, talent development, and team capability building. Ability to build productive relationships with internal business partners, analytics teams, marketing functions, and external vendors. Comfortable working in ambiguous environments and adapting strategies as business priorities evolve. Financial services experience is an asset. Strong understanding of customer experience, marketing strategy, brand considerations, and how different marketing disciplines work together. Ability to identify operational efficiencies and translate insights into practical improvements. Strong communication, collaboration, organization, and multitasking skills, with the ability to perform effectively under pressure. Benefits: Base salary range of $115,440–$186,160 USD . Eligibility for variable compensation and/or incentive awards, including potential cash or equity-based incentives depending on the role and plan eligibility. Health and well-being benefits. Savings and retirement programs. Paid time off, including vacation, flexible, and holiday PTO. Banking benefits and discounts. Career development and learning opportunities. Regular career, development, and performance conversations with managers. Access to online learning resources and mentoring programs. Training and onboarding support for new colleagues. Opportunities to develop expertise and pursue varied career paths. Respectful and inclusive workplace focused on equitable opportunities and diverse perspectives. Remote work arrangement associated with the Wilmington, Delaware location. Full-time schedule with a standard 40-hour work week. Occasional domestic travel; no international travel expected. Support for applicants requiring workplace accommodations.

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