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Customer Insight Manager
American International Group
Los Angeles, CA, United States
Job Details - this job has expired, please see similar jobs below
Estimated Travel Percentage (%): Up to 25%
Relocation Provided: No
This is a new position within one of AIG’s largest businesses. We are hiring this role to generate greater evidence-based insights across AIG Individual Retirement and to help balance the art of decision-making with science. Our plan leverages data, customer insights, and direct feedback about our clients’ experiences to improve our business strategies, systems and processes to drive customer loyalty. Customer-oriented loyalty leaders across a wide range of businesses grow faster and enjoy lower costs. By one measure, loyalty leaders grow twice as fast and hold a 15 percent cost advantage. In the insurance industry, they also experience superior profitability.
Customer Insight Manager Position Highlights:
We are seeking a thought leader responsible for supporting efforts to develop an in-depth understanding of the customer (including consumers and B2B), and lead key analysis in partnership with leadership teams.
The Customer Insight Manager will be responsible for:
• Developing an in-depth understanding of customer needs and desires through the use of data and survey tools
• Synthesizing findings and influencing strategic direction and tactical decisions for products, distribution channels, and other key business decisions
◦ Create and maintain predictive models (e.g. At Risk Advisor)
◦ Perform and model customer segmentation
◦ Create loyalty economics model
• Develop, implement and report key performance measurements
◦ Web utilization, new business net promoter score, etc
Performance Objectives:
Delivering projects (e.g. constructing/maintaining predictive models, new visualization techniques, applying external research to change practices, developing and reporting key performance measurements)
• Determine frameworks for addressing business problems, and collaborate with cross- functional partners to solve them
• Lead and review statistical / data / financial analyses
• Anticipate out-of-domain implications of current work; Understand the context in which it is embedded and make appropriate decisions
• Use internal and external resources in the most efficient and effective manner to provide market/customer insight that clearly links to priority business issues
• Other responsibilities as required
The Ideal Candidate Should Have:
• Capability to lead complex substantive analysis, including statistical models on large data sets
• Strong critical thinker
• Strong quantitative analysis skills
• Ability to extract, clean, and manipulate large structured datasets for statistical analysis
• Machine learning experience preferred but not required
• Demonstrated success in articulating customer insights from multiple sources beyond primary research (e.g., internal and external data and information), to make recommendations and drive business impact
• Must be experienced in the application of advanced research design, appropriate methodologies, and demonstrable results applying research results to business issues
• Strong communication skills including outstanding presentation skills, including presenting technical concepts to non- technical audiences
• Self-starter who can manage multiple initiatives from beginning to end with minimal supervision.
• Experience at a multi-channel company, with familiarity in multiple channels of distribution.
• Entrepreneurial spirit. Ability to creatively and independently design insights-gathering programs that draw on both qualitative and quantitative methods
• Willing and able to adjust to multiple demands, shifting priorities, and rapid change
• Ability to multi task and work well under pressure, to identify issues and work to resolve them in partnership with business leaders
• 5-10+ years of business leadership experience, such as through strategic management consulting with M.B.A. or Masters in a quantitative discipline.
• Experience working in the Insurance, Financial Services, Consumer Products industry or significant experience consulting with a major firm. Insurance and/or Retirement/Investments industry experience a plus.
It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.
At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.
We consider qualified applicants with criminal histories, consistent with applicable law.