Customer and CX Research Lead

Company

HSB

Location

Hartford , United States

Who we are looking for:

This role is a critical player in driving HSB’s charge to ‘bring the outside in’. This role is accountable for uncovering unmet customer needs (end insured, agents and brokers, client company partners and alternative distribution partners) through the execution of market and customer research; determining the customer problem to be solved, assessing market and consumer appetite, concept testing and defining the customer measurements of HSB success.

What you will be doing:

You will leverage your own expertise and integrate the expertise of your teammates to thoughtfully and strategically identify tests-be-done, recommend research approaches, conduct those tests, interpret the results, and translate and present those results into actionable and compelling insights for a range of audiences within the organization.

Throughout these activities, you will act as an advocate for the customer perspective articulating user wants, needs, and pain points and identifying opportunities for innovation (net-new and enhancements to existing products/services). Additionally, you will serve as a coach – guiding the organization on how to apply a customer first mentality and make optimal use of customer experience insights. Ultimately you will be a creative problem solver willing to roll up your sleeves and execute research in a wide variety of contexts to deliver information that truly has impact.

This role manages others. As a leader within Global Customer Experience, you will be accountable for modeling leadership qualities within the broader group, as well as driving your direct team’s performance.

Education and Experience:

• Bachelors degree required in business, marketing, economics or related field or equivalent work experience

• Masters degree or equivalent in research, statistics, economics or another quantitative field preferred

• 7+ years in research experience

• Management and/or team leadership experience preferred

• Experience in product development, product lifecycle management, innovation strongly preferred

• Experience working in or with the P&C insurance industry preferred, but not required

• Experience in both primary and secondary research approaches, including experience with wide range of research methodologies, quantitative, qualitative, ethnographic, attitudinal and behavioral research, usability testing

• Minimum of 5 years in customer experience research or related work experience

• Fluent in wide range of customer experience measurements including (NPS, cSAT, CES, trackers)

• Multivariate techniques, conjoint analysis, driver analysis

• Expert skills in Excel, PowerPoint

Knowledge and Skills:

• Insurance industry expertise a plus

• B2B research expertise

• Experience with Qualtrics or similar research platform is desired

• Deep experience in collaborating and consulting internal teams, building and maintaining effective relationships

• Highly skilled in planning analytical decision making, communication and project management

• Vendor management – Existing relationships with research vendors including sample partners to shorten execution a plus

• Highly skilled in creating visually engaging, digestible reports

• Strong storytelling skills to bring audiences closer to the experiences of our customers, agents, employees, and/or end insureds

• Coaching of non-CX users in basic customer testing methodologies

At The Hartford Steam Boiler, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. The work environment characteristics, and any physical and mental requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.