Senior Researcher - Customer and Market Insights

Who we are looking for :

This role is a critical player in maturing our CX research practice and lending their expertise to support product development research.

Our ideal candidate will possess both traditional market research (qualitative and quantitative methodologies) and CX / VOC experience, with an entrepreneurial mindset adept at recognizing opportunities and comfortable breaking new ground to design and implement solutions.

What you will be doing :

This role is responsible for executing market research (e.g., designing and executing surveys, interviews, focus groups, secondary research, existing data analysis, etc.

for the purpose of uncovering unmet customer needs and trends across a diverse set of customer groups and stakeholders to inform the positioning, development, and delivery of compelling product offerings and engaging customer experiences.

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 and present 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 user 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