Customer & Market Insights Manager

Company: Zurich
Location: Schaumburg
Posted on: May 28, 2023

Job Description:

Zurich North America (ZNA) is hiring a Customer & Market Insights Manager to join our Customer Experience Team! The preferred location is our Schaumburg, IL Headquarters (hybrid - Wednesday in the office and as nesessary). Zurich is committed to becoming a world's leading customer centric organization and creating a brighter future together for our customers, employees, partners and communities. The Customer & Market Insights Manager will support the delivery of ZNA's customer-focused strategy by designing and managing a programmatic approach to customer and digital experience measurement-redefining our approach to and improving customer experiences to deliver a differentiated experience and drive brand engagement and loyalty. This role will help ZNA respond to ever-changing customer needs, refine and expand our digital presence, and continue our focus of instilling in our people a customer-centric mindset to deliver an enhanced customer and broker experience and advance our brand. Responsibilities of this role: Lead the design and management of new insight and feedback management programs Provide deep insights about experiences and trends across customer/distributor journeys, unmet needs, loyalty, and impact on business/marketing results Provide perspective on experience delivery relative to brand promises Proactively identify opportunities to improve or enhance customer and distributor experiences and business processes through understanding of evolving needs and expectations Partner with business and marketing partners to drive action from feedback to improve or enhance experiences and incorporate customer-centric goals and measures in the organization to quantify impact of actions and experience delivery Partner with User Experience Design leader to identify implications for current and future state experience designs Develop and execute experimental research and concept tests Develop and execute qualitative and quantitative research as needed to inform new or enhanced product and service offerings, go-to-market approaches, and digital tools Synthesize various sources of information and deliver story-driven reports/presentations with guidance and recommendations on which business partners can act Facilitate actionability workshops and other collaborative sessions Basic Qualifications: Bachelors Degree in Marketing or Mathematics/Statistics and 5 or more years of experience in the in customer and market research, analytics, and/or market/competitive intelligence area AND Experience with data structures, statistical analysis methodologies and tools including SAS, SPSS, Access and Tableau Experience in qualitative research and communication of insights Experience using secondary data sources in business to business environment Experience in the development of quantitative studies and the tools used to execute the researchPreferred Qualifications: MBA or Master's Degree in Market Research, Marketing, Psychology, Statistics, Mathematics, or Economics Experience designing and managing customer and digital experience measurement programs Skills to uncover needs and opportunities through research and develop actionable insights Advanced knowledge of marketing, customer experience, and statistical principles, methodologies, and techniques Experience in facilitating collaborative sessions/workshops, including remote Experience in stakeholder management and engagement at all levels; demonstrated ability leading projects and managing cross-functional teams with multiple internal and external stakeholders to deliver tangible results Experience in presenting story-driven insights and recommendations to senior leadership Strong influencing and problem-solving skills Strong verbal and written communications skills/storytelling skills Detail oriented Strong project management skills; strong budget management for projects Experience with survey software (e.g., Qualtrics), SPSS, community platforms, and user research and facilitation tools (e.g., UserZoom, Mural) Experience with market research agencies and finding the right partner to execute research Experience with B2B research and/or understanding of insurance, financial services, or other service industry Experience working in a market research supplier or marketing consultancy/agency in similar roleAs a condition of employment at Zurich, employees must adhere to any COVID-related health and safety protocols in place at that time (https://www.zurichna.com/careers/faq). A future with Zurich. What can go right when you apply at Zurich? Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 150 years of experience managing risk and supporting resilience. Today, Zurich North America is a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. We serve more than 25 industries, from agriculture to technology, and we insure 90% of the Fortune 500. Our growth strategy is not limited to our business. As an employer, we strive to provide ongoing career development opportunities, and we foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our colleagues, our customers and the communities we serve. Zurich maintains a comprehensive employee benefits package for employees as well as eligible dependents and competitive compensation. Please click here to learn more. As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers' expectations. Zurich does not discriminate on the basis of age, race, ethnicity, color, religion, sex, sexual orientation, gender expression, national origin, disability, protected veteran status or any other legally protected status. EOE disability/vet Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission. Location(s): AM - Schaumburg, AM - ChicagoRemote Working: HybridSchedule: Full Time Linkedin Recruiter Tag: #LI-AW1 PDN-992339d5-378a-446b-9fe1-1365656364b4

Keywords: Zurich, Schaumburg , Customer & Market Insights Manager, Executive , Schaumburg, Illinois