Customer Insights & Experience Manager

Crum & Forster, through its subsidiary Travel Insured International, is seeking a Customer Insights & Experience Manager to lead customer insights initiatives. This role involves managing the research cycle, collaborating with cross-functional teams, and translating customer insights into strategic actions.

Responsibilities:

• 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
• 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
• Support ad hoc research projects with external vendors, including vendor selection, project management, and activation
• Field analytics requests from key stakeholders across the organization, providing data-driven insights and recommendations to inform strategic decision-making
• 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.)
• 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
• Support the activation of insights by translating customer insights into key strategies for our internal stakeholders
• Provide training and support to internal teams on utilizing customer insights tools and methodologies effectively
• Other duties as assigned

Requirements:

• A Bachelor's degree in Business, Marketing, Statistics, or related field or equivalent experience is required
• 6+ years of experience in customer insights, market research, or analytics roles is required
• High proficiency in Excel and PowerPoint is required
• Proficiency in a survey platform such as SurveyMonkey, Qualtrics, etc., is required
• Strong analytical skills with the ability to interpret data, identify trends, and extract actionable insights is required
• Experience with survey design, deployment, and analysis techniques is required
• A Master's degree is preferred
• Proficiency in Salesforce CRM system is preferred