Customer Experience Insights Researcher

WE OFFER

This role is responsible for the identification and execution of customer research to advise the optimal design of experiences, whether that be digital-first, digitally-enabled, or non-digital. Reporting to the Global Product Owner of Customer Experience – this individual contributor role is tasked with identifying the tests to-be-done in order to understand user wants and needs, conducting those tests, interpreting the results, translating those results so they are understood by working teams, and advocating for the customer perspective. This person will have the skills necessary to ensure team members can understand, interpret, and apply customer insights to the product or service being built. As with all members of the CX team this role is also expected to serve as a coach – in this case, to enable the organization to identify the need for customer insights and testing and to conduct basic user testing for themselves.

WE EXPECT

Education and Experience: Bachelors degree required in business, marketing, economics or related field, or equivalent work experience Masters degree or equivalent work experience in research, statistics, economics or another quantitative field preferred Fluent in wide range of customer experience measurements including (NPS, cSAT, CES, trackers) Experience with wide range of research methodologies, quantitative, qualitative, ethnographic, attitudinal and behavioral research, usability testing 5+ years experience in qualitative, quantitative, statistical analysis Manage selection and use of user testing solutions and vendors Multivariant techniques, driver analysis required, conjoint analysis expertise preferred Expert skills in Excel, PowerPoint, BI tools such as Tableau, SQL and statistical software packages (SAS, SPSS or similar) 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 Coaching of non-CX users in basic customer testing methodologies

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.

The Hartford Steam Boiler Inspection and Insurance Company (HSB), a part of Munich Re since 2009, provides equipment breakdown and other specialty coverages, inspection services and engineering consulting that set the standard for excellence worldwide. One of the world’s leading equipment breakdown insurers, HSB helps clients reduce risk through a unique combination of specialty coverages, engineering-based risk management strategies and loss prevention services. A.M. Best Company awarded the HSB Group of companies its highest financial rating, A++ (Superior). We look ahead, anticipate risk and leverage our knowledge and experience to develop new solutions to help our clients meet tomorrow's challenges. To see the future we see check out our LinkedIn page: http://www.linkedin.com/company/hsb