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CX Insights Lead
Company: Truist Financial
Location: Charlotte, NC
Employment Type: Full Time
Date Posted: 02/09/2026
Job Categories: Banking, Finance/Economics, Information Technology
Job Description
CX Insights Lead

The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check status.

Need Help?

If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).

Regular or Temporary:

Regular

Language Fluency: English (Required)

English

Work Shift:

1st shift (United States of America)

Please review the following job description:

This role is critical in delivering actionable, datadriven insights that directly inform strategies to improve client satisfaction across the enterprise. As part of a dynamic CX/OPEX Operational Excellence team, this strategic leader will partner closely with crossfunctional business units to analyze complex data and translate it into clear, executiveready insights. The role provides high visibility with executive leadership and plays a key part in enabling senior leaders to monitor and influence client experience trends across complaints, incidents, and major business initiatives.
Youll build and scale highimpact Tableau and Power BI dashboards, using automation to simplify workflows and accelerate insight. This role is built for a leader who pairs strong technical depth with standout PowerPoint storytellingregularly distilling complex data into crisp, executiveready narratives that drive decisions. Youll integrate complaints data with business transactional data to pinpoint the most impactful opportunities to improve the client experience and advance our strategic objective of deepening client loyalty. As a people leader, youll coach and inspire a highperforming team, setting a clear vision, raising the bar, and creating an environment where top talent thrives. Your ability to turn complexity into sharp, strategic recommendations will directly shape outcomes and elevate operational performance.

**On-site/5 days a week - Charlotte, NC**

Essential Duties and Responsibilities
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Manages the analysis, reporting structure, and delivery of multiple executive-level reports across the enterprise.

  • Establishes and maintains relationships with all stakeholders ensuring coordination across cross-functional teams and obtains leadership support

  • Strong business acumen/knowledge, management experience, problem solving, critical thinking, influencing and sound decision-making skills. Demonstrates the ability to effectively prioritize.

  • Explain and interprets complex, difficult, or sensitive information; view business challenges from diverse perspectives to effectively liaison between Client Experience and other stakeholders.

  • Oversees and/or prepares and maintains necessary materials and artifacts to ensure reporting outputs have an appropriate level of traceability, tracking all impacts to completion and knowledge delivery to impacted audiences.

  • Create and maintain interactive visualizations for business partner access, integrating data components from multiple data sources.

  • Will serve as a leader, directly leading multiple analysts support data analysis, insights identification, and reporting. Will manage a team providing a cohesive, inclusive, team-oriented culture aligned with the Truist purpose, mission, and values


Qualifications
Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelors degree in a business-related field, or equivalent education and related training

  • 10 years of experience in consulting, project management or process improvement related role.

  • Excellent analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with demonstrated attention to detail and accuracy

  • Strong communication skills, both written and verbal, with ability to influence others and facilitate difficult conversations with leadership

  • Knowledge of the industry's competitive landscape and the factors that differentiate Truist and its competitors in the market

  • Ability to interpret and explain complex information to a range of audiences and build consensus among different stakeholders

  • Ability to provide direction, coaching and mentorship to experienced teammates

  • Ability and willingness to learn and adapt as the needs of the job change

  • Fluent in Excel and PowerPoint, preparing presentations for senior level teammates

  • Demonstrated proficiency in business intelligence visualization tools (e.g. Tableau dashboards)


Preferred Qualifications:

  • Master's degree or MBA

  • Five years of experience in the financial services industry or consulting

  • Experienced in working with third parties (On or Offshore, Vendors, etc.).


General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truists generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truists defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

EEO is the Law E-Verify IER Right to Work

Contact Information
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Company Name: Truist Financial
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Website: https://careers.truist.com/us/en/jo...
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