Crum & Forster · 3 weeks ago
Customer Insights & Experience Manager
United States
Full-time
Remote
Senior Level
$68K/yr - $120K/yr
6+ years expCrum & 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.
Property & Casualty InsuranceHealthcareCommercial InsuranceHealth CareInsuranceRisk Management
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
Qualification
Required
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
Preferred
A Master's degree is preferred
Proficiency in Salesforce CRM system is preferred
Benefits
Competitive compensation package
Generous 401K employer match
Employee Stock Purchase plan with employer matching
Generous Paid Time Off
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
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
A dynamic, ambitious, fun and exciting work environment
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
Company
Crum & Forster
Crum & Forster specializes in commercial insurance, claims, risk assessments as well as accident and health insurance.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
David Thomas
Senior Vice President - Head of Surety Claims
David Webb
Senior Vice President, C&F Stop Loss
Recent News
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