Lead Customer and CX Researcher
3.
6 5 hours ago Full Job Description WE OFFER Responsible for the process of uncovering unmet customer needs (end insured, agents and brokers, client company partners and alternative distribution partners) and trends to create effective, engaging experiences that deliver tangible value for the customer within HSBs evolving product and service landscape.
Accountable for the execution of market and customer research in support product and service innovation opportunities; by determining the customer problem to be solved, assessing market and consumer appetite, concept testing and defining the customer measurements of HSB success.
Serves as the second in command, applying deep research expertise to recommend and design the tests-to-be-done, conducting those tests, interpreting the results, translating those results into actionable and compelling insights, allthewhile advocating for the customer perspective in all of their engagements.
Understands user wants, needs, and pain points to identify opportunities for innovation (net-new and enhancements to existing products/services.
Serves as a coach - guiding the organization on how to apply a customer first mentality, conduct basic user testing and infuse customer insights themselves.
WE EXPECT Education and
Experience:
Bachelor's degree required in business, marketing, economics or related field, or equivalent work experience.
Master's 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) Multivariant 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.
The Hartford Steam Boiler Inspection and Insurance Company (HSB), a part of Munich Re since 2009, provides equipment breakdown and other specialty coverages, inspection services and engineering consulting that set the standard for excellence worldwide.
One of the world's leading equipment breakdown insurers, HSB helps clients reduce risk through a unique combination of specialty coverages, engineering-based risk management strategies and loss prevention services.
A.
M.
Best Company awarded the HSB Group of companies its highest financial rating, A+
(Superior).
We look ahead, anticipate risk and leverage our knowledge and experience to develop new solutions to help our clients meet tomorrow's challenges.
To see the future we see check out our LinkedIn page:
http:
//www.
linkedin.
com/company/hsb.
Estimated Salary: $20 to $28 per hour based on qualifications.
6 5 hours ago Full Job Description WE OFFER Responsible for the process of uncovering unmet customer needs (end insured, agents and brokers, client company partners and alternative distribution partners) and trends to create effective, engaging experiences that deliver tangible value for the customer within HSBs evolving product and service landscape.
Accountable for the execution of market and customer research in support product and service innovation opportunities; by determining the customer problem to be solved, assessing market and consumer appetite, concept testing and defining the customer measurements of HSB success.
Serves as the second in command, applying deep research expertise to recommend and design the tests-to-be-done, conducting those tests, interpreting the results, translating those results into actionable and compelling insights, allthewhile advocating for the customer perspective in all of their engagements.
Understands user wants, needs, and pain points to identify opportunities for innovation (net-new and enhancements to existing products/services.
Serves as a coach - guiding the organization on how to apply a customer first mentality, conduct basic user testing and infuse customer insights themselves.
WE EXPECT Education and
Experience:
Bachelor's degree required in business, marketing, economics or related field, or equivalent work experience.
Master's 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) Multivariant 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.
The Hartford Steam Boiler Inspection and Insurance Company (HSB), a part of Munich Re since 2009, provides equipment breakdown and other specialty coverages, inspection services and engineering consulting that set the standard for excellence worldwide.
One of the world's leading equipment breakdown insurers, HSB helps clients reduce risk through a unique combination of specialty coverages, engineering-based risk management strategies and loss prevention services.
A.
M.
Best Company awarded the HSB Group of companies its highest financial rating, A+
(Superior).
We look ahead, anticipate risk and leverage our knowledge and experience to develop new solutions to help our clients meet tomorrow's challenges.
To see the future we see check out our LinkedIn page:
http:
//www.
linkedin.
com/company/hsb.
Estimated Salary: $20 to $28 per hour based on qualifications.
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