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

Accountabilities:

• • 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.