Director - Customer Insights

Taking care of people is at the heart of everything we do, and we start by taking care of you, our valued colleague. A career at Sedgwick means experiencing our culture of caring.

It means having flexibility and time for all the things that are important to you. It’s an opportunity to do something meaningful, each and every day.

It’s having support for your mental, physical, financial and professional needs. It means sharpening your skills and growing your career.

And it means working in an environment that celebrates diversity and is fair and inclusive.

A career at Sedgwick is where passion meets purpose to make a positive impact on the world through the people and organizations we serve.

If you are someone who is driven to make a difference, who enjoys a challenge and above all, if you’re someone who cares, there’s a place for you here.

Join us and contribute to Sedgwick being a great place to work.

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Director - Customer Insights

PRIMARY PURPOSE OF THE ROLE : Identifies and synthesizes customer insights through a variety of methods to help Sedgwick identify key customer issues and develop subsequent messaging, marketing tactics, offers and solutions.

ARE YOU AN IDEAL CANDIDATE? We are looking for enthusiastic candidates who thrive in a collaborative environment, who are driven to deliver great work, are customer-oriented and are naturally empathetic.

ESSENTIAL RESPONSIBLITIES MAY INCLUDE

• Designs and leads all customer insight components including survey design, audience, execution, analysis, reporting and communication, to inform business decisions and drive growth for Sedgwick.
• Develops new research capabilities, processes and tools; implements new methods to collect feedback at scale.
• Conducts market research, analyzes data, and provides actionable insights to support the development and execution of brand strategies.
• Communicates complex findings and outputs clearly; prepares benchmarking analysis and read-outs and translates data into business opportunities.
• Leads customer Net Promoter Score (NPS) and Voice of Customer programs bringing consistency across Sedgwick departments.
• Partners with cross-functional teams to identify research opportunities, customer preferences, and trends and prioritizes research surveys.
• Directs research projects, including designing research studies, selecting vendors, and overseeing data collection and analysis.
• Utilizes a variety of research methods and tools to gather consumer insights, such as surveys, focus groups, and social listening.
• Stays informed on industry trends and best practices in consumer insights and market research and apply this knowledge to enhance the company's research capabilities.
• Develops and maintains relationships with external partners and vendors to support research initiatives.
• Mentors and coaches junior team members to support their professional development and contribute to a positive team culture.

QUALIFICATIONS

Ten (10) years of related experience, to include five (5) years of Voice of Customer and NPS experience, or equivalent combination of education and experience required.

Experience with Medallia or Qualtrics highly preferred.

Strong understanding of customer insights, market research, and strategic planning

TAKING CARE OF YOU

• Career development and promotional growth opportunities
• A diverse and comprehensive benefits offering including medical, dental vision, 401K, PTO and more

Work environment requirements for entry-level opportunities include

Physical : Computer keyboarding

Auditory / visual : Hearing, vision and talking

Mental : Clear and conceptual thinking ability; excellent judgement and discretion; ability to meet deadlines

NEXT STEPS

If your application is selected to advance to the next round, you will receive an e-mail notification with instructions and a link to complete a recorded video interview.

Upon completion and submission of the video interview, a recruiter will be in touch.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description.

They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.