Customer Insights & Experience Manager

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  "json_ld": {
    "url": "https://careers-cfins.icims.com/jobs/4954/customer-insights-%26-experience-manager/job",
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    "title": "Customer Insights & Experience Manager",
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    "datePosted": "2024-06-06T19:15:44.678Z",
    "description": "<h2>Crum & Forster Company Overview</h2>\n<p><strong>Travel Insured International</strong>, a Crum & Forster company, is hiring for a Customer Insights & Experience Manager.</p>\n<p> </p>\n<p>Travel Insured International is a leading travel insurance provider with more than 30 years in business. As a key component of our Specialty Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers.</p>\n<p> </p>\n<p>In this newly created role, the Customer Insights & Experience Manager will be the trailblazer, painting a vibrant picture of our customers' needs and desires. Imagine yourself as the detective of data, uncovering hidden gems of insights that will shape the future of our company. If you're excited about turning numbers into narratives and insights into impactful strategies, then this is the perfect role for you!</p>\n<p> </p>\n<p>This role reports to the AVP, Customer Insights & Experience and manages a Summer Intern.</p>\n<h2>Job Description</h2>\n<p><strong>What you will do:</strong></p>\n<ul>\n <li>Responsible for all aspects of the research cycle, including designing survey questionnaires or qualitative instruments, deploying research projects, conducting data analysis, creating reports with key insights, presenting virtual/live, and driving insights activation through work sessions and other solutions.</li>\n <li>Work closely with cross-functional teams, including marketing, sales, product development, customer care, claims, IT, and more, to ensure alignment and collaboration on customer insights initiatives. Deep relationship management with key stakeholders is necessary to drive activation of insights. </li>\n <li>Support ad hoc research projects with external vendors, including vendor selection, project management, and activation.</li>\n <li>Field analytics requests from key stakeholders across the organization, providing data-driven insights and recommendations to inform strategic decision-making.</li>\n <li>Develop and maintain dashboards and reports to track key performance indicators related to each initiative, including but not limited to Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction Score (CSAT). Also responsible for tracking insights across projects and their impact on the organization (e.g., KPI impact, ROI, etc.).</li>\n <li>Stay abreast of travel and travel insurance industry trends, competitor activity, insights best practices, and emerging technologies in customer insights and analytics. Succinctly communicate those industry/competitor trends to key stakeholders in a timely manner.</li>\n <li>Support the activation of insights by translating customer insights into key strategies for our internal stakeholders.</li>\n <li>Provide training and support to internal teams on utilizing customer insights tools and methodologies effectively.</li>\n</ul>\n<ul>\n <li>Other duties as assigned.</li>\n</ul>\n<p><strong> </strong></p>\n<p><strong>What YOU will bring to C&F:</strong></p>\n<ul>\n <li>Deep experience in market research (both qualitative and quantitative methodologies) is necessary. The following areas are considered a plus:\n  <ul>\n   <li>Segmentation, particularly activation,</li>\n   <li>Journey mapping research as well as development and maintenance of maps, and</li>\n   <li>Brand health research</li>\n  </ul></li>\n <li>Strong attention to detail and a passion for driving customer-centric strategies and initiatives.</li>\n <li>Excellent communication and presentation skills, with the ability to communicate complex findings to non-technical audiences. Ability to tell a story with data.</li>\n <li>Proven ability to manage multiple projects simultaneously and meet tight deadlines.</li>\n <li>Collaborative mindset with the ability to work effectively in cross-functional teams.</li>\n <li>Experience and ability to thrive in a fast paced, growth-oriented organization.</li>\n</ul>\n<p> </p>\n<p><strong>Requirements:</strong></p>\n<ul>\n <li>A Bachelor’s degree in Business, Marketing, Statistics, or related field or equivalent experience is required.</li>\n <li>A Master's degree is preferred.</li>\n <li>6+ years of experience in customer insights, market research, or analytics roles is required.</li>\n <li>High proficiency in Excel and PowerPoint is required.</li>\n <li>Proficiency in a survey platform such as SurveyMonkey, Qualtrics, etc., is required.</li>\n <li>Proficiency in Salesforce CRM system is preferred.</li>\n <li>Strong analytical skills with the ability to interpret data, identify trends, and extract actionable insights is required.</li>\n <li>Experience with survey design, deployment, and analysis techniques is required.</li>\n</ul>\n<h2>What C&F will bring to you</h2>\n<p><strong>What C&F will bring to YOU:</strong></p>\n<ul>\n <li>Competitive compensation package</li>\n <li>Generous 401K employer match </li>\n <li>Employee Stock Purchase plan with employer matching</li>\n <li>Generous Paid Time Off</li>\n <li>Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness including your physical, mental and financial wellbeing</li>\n <li>A core C&F tenant is owning your career development so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry related certifications and professional training to keep you progressing on your chosen path</li>\n <li>A dynamic, ambitious, fun and exciting work environment</li>\n <li>We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee driven corporate giving program that lets you participate and support your community</li>\n</ul>\n<p><strong>At C&F you will BELONG</strong></p>\n<p>We value inclusivity and diversity. We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you require a special accommodation, please let us know.</p>\n<p> </p>\n<p>For California Residents Only:  Information collected and processed as part of your career profile and any job applications you choose to submit are subject to our privacy notices and policies, visit https://www.cfins.com/onlineprivacypolicy/ca/noticeatcollection/ for more information.</p>\n<p> </p>\n<p>Crum & Forster is committed to ensuring a workplace free from discriminatory pay disparities and complying with applicable pay equity laws.  Salary ranges are available for all positions at this location, taking into account roles with a comparable level of responsibility and impact in the relevant labor market and these salary ranges are regularly reviewed and adjusted in accordance with prevailing market conditions. The annualized base pay for the advertised position, located in the specified area, ranges from a minimum of $67,900 to a maximum of $120,000. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee’s contribution (performance) in that role. To be considered within market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs.</p>\n<p> </p>\n<p>#LI-MU1</p>\n<p>#LI-REMOTE</p>",
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    "responsibilities": "What you will do:\r\n- Responsible for all aspects of the research cycle, including designing survey questionnaires or qualitative instruments, deploying research projects, conducting data analysis, creating reports with key insights, presenting virtual/live, and driving insights activation through work sessions and other solutions.\r\n- Work closely with cross-functional teams, including marketing, sales, product development, customer care, claims, IT, and more, to ensure alignment and collaboration on customer insights initiatives. Deep relationship management with key stakeholders is necessary to drive activation of insights. \r\n- Support ad hoc research projects with external vendors, including vendor selection, project management, and activation.\r\n- Field analytics requests from key stakeholders across the organization, providing data-driven insights and recommendations to inform strategic decision-making.\r\n- Develop and maintain dashboards and reports to track key performance indicators related to each initiative, including but not limited to Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction Score (CSAT). Also responsible for tracking insights across projects and their impact on the organization (e.g., KPI impact, ROI, etc.).\r\n- Stay abreast of travel and travel insurance industry trends, competitor activity, insights best practices, and emerging technologies in customer insights and analytics. Succinctly communicate those industry/competitor trends to key stakeholders in a timely manner.\r\n- Support the activation of insights by translating customer insights into key strategies for our internal stakeholders.\r\n- Provide training and support to internal teams on utilizing customer insights tools and methodologies effectively.\r\n- Other duties as assigned.\r\n \r\nWhat YOU will bring to C&F:\r\n- Deep experience in market research (both qualitative and quantitative methodologies) is necessary. The following areas are considered a plus:\r\n- Segmentation, particularly activation,\r\n- Journey mapping research as well as development and maintenance of maps, and\r\n- Brand health research\r\n\r\n- Strong attention to detail and a passion for driving customer-centric strategies and initiatives.\r\n- Excellent communication and presentation skills, with the ability to communicate complex findings to non-technical audiences. Ability to tell a story with data.\r\n- Proven ability to manage multiple projects simultaneously and meet tight deadlines.\r\n- Collaborative mindset with the ability to work effectively in cross-functional teams.\r\n- Experience and ability to thrive in a fast paced, growth-oriented organization.\r\n \r\nRequirements:\r\n- A Bachelor’s degree in Business, Marketing, Statistics, or related field or equivalent experience is required.\r\n- A Master's degree is preferred.\r\n- 6+ years of experience in customer insights, market research, or analytics roles is required.\r\n- High proficiency in Excel and PowerPoint is required.\r\n- Proficiency in a survey platform such as SurveyMonkey, Qualtrics, etc., is required.\r\n- Proficiency in Salesforce CRM system is preferred.\r\n- Strong analytical skills with the ability to interpret data, identify trends, and extract actionable insights is required.\r\n- Experience with survey design, deployment, and analysis techniques is required.",
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