Customer Insights & Experience Manager

Crum & Forster Company Overview

Travel Insured International, a Crum & Forster company, is hiring for a Customer Insights & Experience Manager.

 

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.

 

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!

 

This role reports to the AVP, Customer Insights & Experience and manages a Summer Intern.

Job Description

What you will do:

• 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.

 

What YOU will bring to C&F:

• Deep experience in market research (both qualitative and quantitative methodologies) is necessary. The following areas are considered a plus:
  • Segmentation, particularly activation,
  • Journey mapping research as well as development and maintenance of maps, and
  • Brand health research
• Strong attention to detail and a passion for driving customer-centric strategies and initiatives.
• Excellent communication and presentation skills, with the ability to communicate complex findings to non-technical audiences. Ability to tell a story with data.
• Proven ability to manage multiple projects simultaneously and meet tight deadlines.
• Collaborative mindset with the ability to work effectively in cross-functional teams.
• Experience and ability to thrive in a fast paced, growth-oriented organization.

 

Requirements:

• A Bachelor’s degree in Business, Marketing, Statistics, or related field or equivalent experience is required.
• A Master's degree is preferred.
• 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.
• Proficiency in Salesforce CRM system is preferred.
• 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.

What C&F will bring to you

What C&F will bring to YOU