Zurich Insurance is on an exciting journey to become a truly customer led organization.
Zurich’s Group Customer Office is playing a pivotal role on that journey and is involved in a broad range of activities - working with all our regions and markets across the globe to shape the customer agenda.
To support this effort, we are looking for a passionate, data-driven, and innovative insights expert to join our Customer, Market & Brand Insights team. This role is paramount in evaluating our brand health and performance through our continuous Global Brand tracking study and varied Relationship NPS program. These fundamental studies enable us to diagnose brand perceptions and deep dive into the customer experience (CX) so we can shape future strategies and improve how we deliver against customer needs. Working closely with local markets, as well as regional management and other Group functions, this role will include planning, delivery and evolving these tools to ensure data-based insights are generated to influence business decisions and actions. These global programs are geared towards ensuring insight and the voice of our customers is brought into the organization to guide us on our exciting journey.
Reporting to the Head of Global Brand Tracking & NPS, the candidate’s key responsibilities will focus on consistently delivering these important insights platforms, so they evolve with the business needs and drive change.
What you will do
- Act as customer champion, raising awareness, providing guidance and training to the organization on key dimensions and insights of our program to drive actions
- Take ownership of the two global studies and ad hoc retail RNPS studies ensuring smooth project management and delivery of robust and relevant data and KPIs into the business
- Define, evolve and conduct global studies, coordinating between multitude of markets and partnering with the respective agency
- Analyze feedback, derive insight, report and present to stakeholders across the organization, including senior management at global, regional and local level
- Drive the combination of data sources to strengthen relevance to decision making and impact on performance e.g. correlation analysis linking customer experience with financials
- Ensure programs are technically strong and appropriate from questionnaire development, sample, weighting rules, and data uploads building confidence in the tool’s robustness
- Translate analytic insights into concrete actionable recommendations, drawing conclusions for business improvement and influencing strategy effectively, including workshop facilitation
- Maintain and promote our data hosting platform to democratize insights across the business
- Manage external research agencies and budgets
- Input support to Senior Insight Manager in identifying, communicating and activating insights
- Keep up with best practice in the field and transfer relevant topics into Zurich’s programs
Work location is Zurich with travel potentially required up to 10%.
What you bring
- Bachelor’s or master’s degree (e.g., in business studies/administration, research, data science, psychology, behaviour science, customer or change management), 5+ years of experience in managing insights to actions programs
- Expertise in managing customer research as part of an in-house customer insight team or as part of a consulting practice, ideally coupled with solid expertise in NPS and/or brand tracking methodology
- Passionate and curious about data analysis & identifying insights to facilitate action planning
- Program management and coordination skills to build and drive studies across 19+ markets including managing study preparation and execution (e.g. study set up and design, sampling strategy definition, execution, reporting), driving alignment between markets and ensuring global study framework is applied and adhered to
- Ability to work with larger sets of data (Excel, SPSS) to provide additional/ad-hoc analysis (creating cuts of data based on different stakeholder requirements in addition to agency results packs)
- Experience in working with markets across the globe as well as ability to build and manage relationships across different cultural clusters
- Strong analytical, (insights) writing/communications as well as workshop facilitation skills
- Ability to guide virtual teams, e.g., establish and run global VOC community
- Solid knowledge of insurance market, operations, products and services
- Working language is primarily English
Additional Information
We look forward to receiving your online application.
At our Quai Zurich Campus, our culture and our people are what set us apart. We thrive on face-to-face interactions that drive collaboration, nurture our unique culture, and amplify our success. Enjoy the best of both worlds with the flexibility to work up to two days remotely per week within Switzerland, allowing you to balance personal commitments while excelling in your career. Please discuss your flexibility needs with us during your interview.
Information for recruitment agencies
Zurich does not accept any applications from recruitment agencies for this position. We refuse any responsibility for unsolicited applications as well as any associated fees.
Why Zurich
At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?
We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great!
Join us as we constantly explore new ways to protect our customers and the planet.
- Location(s): CH - Zürich
- Remote working: Hybrid
- Schedule: Full Time
- Recruiter name: Mélina Carnal