Financial Services Insurance company is looking for a strong insights professional. This role can be located in Milwaukee, Chicago, New York area with a hybrid in office schedule of 2-3 days in office. You’ll turn deep client understanding into insights that drive big ideas, profitable growth, and exceptional experiences. Partner with marketing, product, and digital teams to shape strategies rooted in real client needs. This is a chance to help build a new insights capability inside an established insurance company. You’ll keep the current NPS and listening program running smoothly while modernizing it into a more connected, agile system. Ideal for someone who champions the client at every touchpoint and thrives in a fast-moving environment.
Responsibilities:
Lead the client learning agenda and ensure strategies are grounded in deep client understanding
Serve as the go-to expert for ad-hoc analysis and research; advocate for the client in internal discussions
Own the NPS program end-to-end: survey design, analysis, trend monitoring, and actionable recommendations
Design and maintain Trigger-Based Tracking to capture feedback at key moments in the client lifecycle
Build and enhance client experience dashboards for real-time visibility into satisfaction and performance
Lead benchmarking efforts to contextualize results and uncover differentiation opportunities
Partner with the Enterprise Experience team to align insights with company-wide CX priorities
Manage research projects in JIRA with clear timelines and transparent stakeholder communication
Analyze multi-source data (NPS, trigger-based, behavioral) using statistical techniques to surface actionable insights
Identify opportunities to strengthen analytical capabilities and modernize research approaches
Proactively share insights that foster a client-centric culture across the organization
Requirements:
5+ years in research and data analysis with a clear focus on client/customer experience measurement (B2C preferred)
Hands-on experience managing NPS, Trigger-Based Tracking, or VoC platforms; end-to-end listening program support is essential
Qualtrics experience required; Medallia a plus
Experience building CX dashboards and conducting competitive benchmarking
Strong project management skills using JIRA or similar tools
Proficiency with Excel, SQL, SAS/SPSS, Tableau, and BI tools; advanced analytics (regression, factor, cluster analysis) preferred
Experience with budget and vendor management
Solid quantitative and qualitative research skills
Bachelor’s degree required; MBA or Master’s preferred
Strong business acumen and ability to translate data into client-centered action
Able to work both strategically and tactically while building trust across teams
Hands-on experience is most critical; client-side experience is a plus
