Zurich Insurance is on an exciting journey to become a truly customer-led organization.
Zurich’s Group Customer Office plays a pivotal role in shaping the customer agenda across all regions and markets globally.
We are seeking a passionate, data-driven, and innovative insights expert to join our Customer, Market & Brand Insights team. This role is crucial in evaluating our brand health and performance through our continuous Global Brand tracking study and Relationship NPS program. These studies help diagnose brand perceptions and customer experience (CX), informing future strategies and improvements. The role involves planning, delivering, and evolving these tools to generate data-based insights that influence business decisions. Collaboration with local markets, regional management, and other Group functions is essential to ensure insights are actionable and aligned with our customer-centric journey.
Reporting to the Head of Global Brand Tracking & NPS, the key responsibilities include delivering and evolving these insights platforms to meet business needs and drive change.
What you will do
* Act as a customer champion, raising awareness and providing guidance on insights to drive actions.
* Manage the two global studies and ad hoc retail RNPS studies, ensuring smooth project delivery and relevant data and KPIs.
* Define, evolve, and conduct global studies, coordinating with multiple markets and agencies.
* Analyze feedback, derive insights, and report findings to stakeholders, including senior management.
* Combine data sources to enhance decision-making relevance, e.g., correlation analysis linking customer experience with financial performance.
* Ensure technical robustness of programs, including questionnaire development, sampling, and data uploads.
* Translate insights into actionable recommendations, facilitate workshops, and influence strategy.
* Maintain and promote the data hosting platform to democratize insights.
* Manage external research agencies and budgets.
* Support Senior Insight Manager in communicating and activating insights.
* Stay updated with best practices and incorporate relevant topics into Zurich’s programs.
Work location is Zurich, with potential travel up to 10%.
What you bring
* Bachelor’s or master’s degree in business, research, data science, psychology, behavior science, customer or change management, with 5+ years of experience managing insights-to-actions programs.
* Experience managing customer research within an in-house team or consulting practice, ideally with expertise in NPS and brand tracking methodology.
* Passionate about data analysis and deriving insights to facilitate action planning.
* Strong program management skills for studies across 19+ markets, including setup, sampling, execution, and reporting.
* Proficiency with large datasets and analysis tools (Excel, SPSS) for ad-hoc analysis and data segmentation.
* Experience working with global markets and managing cross-cultural relationships.
* Excellent analytical, communication, and workshop facilitation skills.
* Ability to guide virtual teams and establish global VOC communities.
* Solid knowledge of the insurance market, operations, products, and services.
* Primary working language is English.
Note: Work location is Zurich, with travel potentially up to 10%.
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