Hartford Steam Boiler Inspection and Insurance Co.

Voice of Customer/CX Insights Senior Researcher

Company

HSB

Location

Hartford , United States

Who we are looking for:

This role is a critical player in supporting product development research as well lending their expertise to mature our VoC practice. Our ideal candidate will possess both primary and secondary market research experience as well as some knowledge of CX/VOC research. The ideal candidate will have an entrepreneurial mindset adept at recognizing opportunities and will be comfortable breaking new ground to design and implement solutions.

What you will be doing:

This role is primarily responsible for executing market research (e.g., conducting interviews, focus groups, designing and executing surveys, secondary analysis, etc.) for the purpose of uncovering unmet customer needs and trends (end-insured, agents and brokers, client company partners and alternative distribution partners) to inform the delivery and development of engaging experiences and compelling product offerings that bring tangible value for the customer.

This role is highly collaborative within the research team and with business partners across the organization. You will leverage your own expertise and integrate the expertise of your teammates to thoughtfully and strategically identify tests-be-done, recommend research approaches, conduct those tests, interpret the results, and translate those results into actionable and compelling insights for a range of audiences within the organization.

Throughout these activities, you will act as an advocate for the customer perspective articulating their wants, needs, and pain points and identifying opportunities for innovation (net-new and enhancements to existing products/services). Additionally, you will serve as a coach – guiding the organization on how to apply a customer first mentality and make optimal use of customer experience insights. Ultimately you will be a creative problem solver willing to roll up your sleeves and execute research in a wide variety of contexts to deliver information that truly has impact.

Qualifications

Education and Experience:

• Bachelors’ degree in business, marketing, economics or related field is required

• Masters’ degree or equivalent in business, market research, statistics, economics or related field a plus

• 5+ years’ experience in conducting qualitative/quantitative research

• Experience working in or with the insurance industry preferred

• Experience in both primary and secondary research approaches strongly preferred

• Experience with wide range of research methodologies, quantitative, qualitative, ethnographic, attitudinal and behavioral research, usability testing

• Experience with customer experience measurements including (NPS, cSAT, CES, trackers) a plus

• Manage selection and use of user testing solutions and vendors

• Multivariant techniques, driver analysis, conjoint analysis experience preferred

Knowledge and Skills:

• Deep experience in collaborating and consulting internal teams, building and maintaining effective relationships

• Highly skilled in planning analytical decision making, communication and project management

• 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

• Expert skills in Excel, PowerPoint

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.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. The work environment characteristics, and any physical and mental requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.