We are seeking a thought leader responsible for supporting efforts to develop an in-depth understanding of the customer (including consumers and B2B)and the marketplace, and lead key strategies in the US and Canada in partnership with Consumer insurance leadership teams. This position is responsible for immersing into the Consumer Insurance business and through deep understanding of the products and distribution; building, influencing and informing the strategic direction of the various products, marketing and distribution channels in the Consumer insurance business. Always keeping the customer integral and at the core.
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The person will be expected to:
Work with leadership teams to identify business priorities for which robust customer insights are critical. Define the expected outcome of investment in insights, and then lead and execute the agreed programs of work
Direct a team of insights professionals in the identification, development and execution of insight-generating initiatives (e.g., customer research, internal sessions, statistical analysis, etc.) to drive business decisions and their translation into strategies and tactical execution plans that achieve financial goals
Be ready to roll up your sleeves and personally execute mystery shopping, ethnography exercises, customer observation, in-depth interviews, group moderation, etc.
Establish and lead a range of customer insight techniques including co-creation sessions, internal stakeholder workshops on customer value propositions, knowing your customer (the four knowns) etc.
Perform data collection “in the field” on their own, particularly for projects with short delivery timeframes.
Establish oneself as a customer evangelist, and promote customer centricity in US businesses
Use internal and external resources in the most efficient and effective manner to provide market/customer insight that clearly links to priority business issues
Develop consumer insight programs from inception to execution, including working with business counterparts on the execution of recommendations and demonstration of business impact
Other responsibilities as required
Leadership Skills:
Entrepreneurial spirit. Ability to creatively and independently design insights-gathering programs that draw on both qualitative and quantitative methods
Strong execution and results orientation. Track record of translating customer insights to commercial impact.
Proven ability to lead, motivate, collaborate and gain commitment from colleagues at all levels of the organization
Strong communication and influencing skills. Able to navigate a complex organization, influence stakeholders and affect outcomes
Outstanding change leadership. Willing and able to adjust to multiple demands, shifting priorities, and rapid change
Ability to multi task and work well under pressure, to identify issues and work to resolve them in partnership with business leaders
Position Requirements:
Technical Skills & Expertise:
10+ year’s experience with a Bachelor's Degree (BA, BS) or equivalent in Marketing, Strategy, or a related discipline and proven experience engaging with customers
Demonstrated success in articulating customer insights from multiple sources beyond primary research (e.g., internal and external data and information), to make recommendations and drive business impact
Experience working in the Consumer Products industry or significant experience consulting with a major firm
Must be experienced in the application of advanced research design, appropriate methodologies, and demonstrable results applying research results to business issues
Experience leading and designing qualitative and quantitative research without the support of an agency
Experience designing and leading insights activation sessions, including application of insights tools (CVP workshops, 3-Cs, etc.)
Strong communication and influencing skills. Able to navigate a complex matrixes organization, influence stakeholders and affect outcomes
Self-starter who can manage multiple initiatives from beginning to end with minimal supervision.
Experience at a multi-channel company, with familiarity in multiple channels of distribution.
Insurance and/or Retirement/Investments industry experience a plus
Experience with Wealthy and High Net Worth market segments a plus
Demonstrated experience with Design Thinking a plus
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