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Head of Customer Insights
Zurich Insurance Group
Chicago, IL, United States
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Zurich North America is looking a Head of Customer Insights to work out of our North American Headquarters in Schaumburg, IL. The ideal candidate will manage our Net Promoter Score (NPS) program by applying customer insights and competitive intelligence to inform Zurich’s propositions; oversees analysis and interpretation of data; and present compelling insights that align the organization to effectively deliver on our customer strategy and become an Insurer of Choice.
This leader will work closely with Business Unit leaders and subject matter experts to determine growth opportunities, develop comprehensive marketing strategies, and enhance the customer and distributor experience to help make Zurich an Insurer of choice.
Successful candidates will possess strong customer insight experience, an understanding of Net Promoter Score (NPS) based on a thorough understanding of the customer journey and the ability to capture and act upon customer feedback. The role relies heavily on influencing internal and external stakeholders and building strong relationships to deliver optimal outcomes.
The Head of Customer Insights plays a critical role in the consistent delivery of exceptional customer and distributor experiences, including:
• Developing a robust customer and distributor listening program
• Market and customer segmentation
• Creating a standard way of acting upon customer feedback
• Taking action on customer insights to drive favorable customer experiences to better position Zurich as a carrier of choice
• Measuring impact of increases in customer advocacy on business and operational KPIs (e.g., GWP, product density, timeliness of policy delivery, etc.)
Additionally, this function is responsible for delivering market opportunity analysis, competitive intelligence, proposition refreshes or development that enhance the Zurich brand, products and/or services.
Basic Qualifications:
• Bachelor’s Degree and 8 or more years of experience in Analytics
OR
• High School Diploma or Equivalent and 10 or more years of experience in Analytics
AND
• Experience with data mining, machine learning, statistical modeling tools and underlying algorithms
• Experience conducting statistical data analyses, with in-depth understanding of experimental design, sampling, test and control, and hypothesis test analyses (A/B test, Multivariate test)
Preferred Qualification:
• Master’s Degree in Statistics, Mathematics, Economics, Engineering, Computer Science
• Strong track record and experience with statistical modeling/data mining algorithms, such as Multivariate Regression, logistic Regression, clustering algorithms, Support Vector Machines, Decision Trees
• Advanced knowledge of statistical principles, methodologies and techniques
• Strong research and analytical skills
• Detail oriented
• Strong verbal and written communications skills
• People management experience