Manager - Customer Insights

Date: Oct 13, 2021

Location: New York, NY, US, 10004


Join the Popular Team!

Founded in 1893, Popular Inc. has been built upon strong institutional values while providing broad financial services within the United States, Puerto Rico, and the Caribbean.

We strive to create an extraordinary legacy with a passion for customer service, tremendous dedication to our employees, and strong partnerships in the communities where we reside. Come explore Popular - Our bottom line is you.

US Customer Analytics & Marketing

It’s an exciting time to join Popular Bank’s Customer Analytics & Marketing (CAM) organization. Under new leadership, we’re transforming to drive even better results: more highly engaged customers; increased customer loyalty; and a more customer-centric and data-driven approach.

The Popular CAM team is seeking a Customer Insights Manager to lead the Bank’s customer research efforts. You will partner with senior management across the Bank to design and define our research agenda and lead research projects that will help define our go-forward customer engagement strategy.

Your role will encompass the full lifecycle of customer research projects, from scope and design, to vendor selection and management, to analysis and socialization of results. Your job will be to craft a strategic research agenda as well as specific research projects that will directly impact the Bank’s ability to serve our customers more effectively through enhanced understanding of what they’re looking for and how we can deliver it.

In this position, you will:

Insights Development

  • Under the direction of the Head of Customer Analytics & Marketing, develop a research agenda that supports the Bank’s overall strategic priorities; fine tune this agenda as priorities shift
  • Develop research vendor partnerships to support this agenda; manage vendor relationships effectively and ensure full utilization of purchased research and other outsourced capabilities
  • Lead the redesign and implementation of the Bank’s customer experience research framework
  • Lead other research and analysis efforts, potentially including: customer loyalty, competitive benchmarking, brand tracking & brand attributes, customer segmentation, and other projects

Insights Delivery

  • Develop strong relationships with internal stakeholders across the Bank to understand business needs and develop approaches for supporting them with research
  • Deliver findings in compelling, relevant and timely presentations that enable stakeholders to leverage insights in ways that measurably improve business results

This is a fast-paced environment that will challenge you to grow your skills well beyond research. You will play a major role in supporting an enterprise-wide strategic focus on data, analytics, and putting our customers at the heart of all we do.

To be considered, you will need:

  • At least 7 years’ demonstrated success with increasing responsibilities in market research, customer insights, competitive analysis, or similar discipline
  • Exceptional analytic skills and a passion for telling compelling stories with data
  • Related academic or professional background, ideally including degree(s) in market research, statistics, marketing analytics, or similar
  • Familiarity with different research methodologies, both qualitative and quantitative; robust understanding of different sampling methodologies, statistical significance, and the art and science of interpreting results from differing sources and approaches
  • Familiarity with standard customer experience and customer loyalty metrics (NPS, CES, CXI, etc.) as well as experience developing custom metrics to address specific business use cases
  • Highly engaged, intellectually curious individual who seeks continuous learning and is comfortable with a test-and-learn environment
  • Ability to work independently, manage self and others to tight project deadlines
  • Financial services / banking background strongly preferred
  • Tableau and / or other BI tool experience a plus
  • Spanish language abilities a plus


Please consider joining our DYNAMIC, friendly team! It takes only a few minutes to check-out this great opportunity and apply!

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

To learn more about Popular, visit our website at

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We reaffirm our commitment to offer essential financial services and solutions for our customers at all times, including during emergency situations and/or natural disasters. Popular’s employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.


Nearest Major Market: Manhattan
Nearest Secondary Market: New York City

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