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JOB FUNCTION / SUMMARY:
The Manager, Client Insights is the senior leader responsible for assessing and delivering market research and insight about the client experience to the client experience team and other stakeholders throughout the enterprise.
ESSENTIAL DUTIES & RESPONSIBILITIES:
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Leads the overall team of internal and external resources to generate attitudinal insights about markets and clients.
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Maintains relationships with identified third party market research providers.
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Oversees the creation, development, and ongoing calibration of modern client experience assessment tools.
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Stays up to date on new techniques and best practices for monitoring the client experience as well as market research.
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Partners with the Director of Client Experience, sales leaders, and product leaders for the defined segments to understand overall business goals and set appropriate goals for monitoring the client experience and how the front-line bankers are delivering on our brand promise.
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Ensures that client experience and market research activities are executed well and positively reflect our core values.
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Works with regional, local, and channel leaders to understand the insights generated off of the client experience program and how to best apply those insights to continuously improve execution against goals.
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Recommends adjustments to resources and goals based on quantitative understanding of impact.
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Builds relationships across the company to maintain and enhance high standards of internal reputation.
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Acts as a thought leader and contributor to overall innovation at the company via creativity and actively learning about new trends.
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Ensures that all activities are managed to comply with applicable policies, procedures, and department workflows.
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Acts as a first line of defense to ensure that risks are identified, and applicable risk controls are applied.
SUPERVISORY RESPONSIBILITIES:
Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws; Provides guidance and oversight to and is responsible for the coordination and evaluation of the assigned team. Responsibilities may include interviewing, hiring and training associates; planning, assigning and directing work; performance management; associate compensation; approving expense reports; addressing concerns and resolving problems.
MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:
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Bachelor’s degree in business, Marketing, Finance, or a related discipline; master’s degree preferred.
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10 years of experience in relevant insight creation fields such as market research, client experience, consulting, strategic planning, market analysis, or database marketing
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5 years of management experience
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Regulated industry (i.e., Financial Services, Healthcare, Gaming, etc.) experience preferred.
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Experience working for or with a publicly traded company preferred.
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Quantified results from previous market research or client experience work
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Excellent writing and communication skills including proficiency with MS PowerPoint, Word, and Excel
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Demonstrated thought leadership as evidenced by presentations, public speaking, published whitepapers, articles, etc. preferred.
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Experience with more contemporary client experience assessment tools such as ratings and reviews and/or NPS preferred.
ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:
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Ability to work under stress and meet deadlines.
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Ability to operate a keyboard if required to perform the essential job functions.
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Ability to read and interpret a document if required to perform the essential job functions.
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Ability to travel if required performing the essential job functions.
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Ability to lift/move/carry approximately 25 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.
Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.
Top Skills
What We Do
We create opportunities for our clients and the communities we serve. We offer a wide array of banking and financial services at locations in Alabama, Florida, Louisiana, Mississippi and Texas.
Through a steadfast commitment to our century-old core values we’ve created a company culture built around respect, diversity and teamwork that recently landed Hancock Whitney on Forbes’ list of America’s Best Midsize Employers.
Our core values are lived out by the actions of our associates throughout our footprint. Commitment to service is not just something that we say on a poster. Its lived out in the actions of the women and men that seek to provide exceptional service every day in our local communities.
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