Manager, Customer Insights- Glastonbury, CT or Remote

Crum & Forster Company Overview

Travel Insured International, a Crum & Forster company, is hiring for a Manager, Customer Insights.

Travel Insured International is a leading travel insurance provider with more than 30 years in business. As a key component of our Specialty Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers.

Job Description

In this newly created role, the Manager, Customer Insights will be the trailblazer, painting a vibrant picture of our customers' needs and desires. Imagine yourself as the detective of data, uncovering hidden gems of insights that will shape the future of our company. If you're excited about turning numbers into narratives and insights into impactful strategies, then this is the perfect role for you!

This role reports to the Director, Customer Insights and manages a Summer Intern.

What you will do:

• Collaborate with key stakeholders to design survey questionnaires, deploy surveys, and analyze survey results to gather actionable insights.
• Support ad hoc research projects with external vendors, including vendor selection, project management, and activation.
• Field analytics requests from key stakeholders across the organization, providing data-driven insights and recommendations to inform strategic decision-making.
• Develop and maintain dashboards and reports to track key performance indicators related to each initiative, including but not limited to Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction Score (CSAT).
• Stay abreast of industry trends, best practices, and emerging technologies in customer insights and analytics, as well as the travel industry.
• Work closely with cross-functional teams, including marketing, sales, product development, and customer service, to ensure alignment and collaboration on customer insights initiatives.
• Support the activation of insights by translating customer insights into key strategies for our internal stakeholders.
• Provide training and support to internal teams on utilizing customer insights tools and methodologies effectively.
• Other duties as assigned.

What YOU will bring to C&F:

• Strong attention to detail and a passion for driving customer-centric strategies and initiatives.
• Excellent communication and presentation skills, with the ability to communicate complex findings to non-technical audiences.
• Proven ability to manage multiple projects simultaneously and meet tight deadlines.
• Collaborative mindset with the ability to work effectively in cross-functional teams.
• Experience and ability to thrive in a fast paced, growth oriented organization.

Requirements:

• A Bachelor’s degree in Business, Marketing, Statistics, or related field or equivalent experience is required
• A Master's degree is preferred
• 5 years of experience in customer insights, market research, or analytics roles is required
• Proficiency in Excel and PowerPoint is required.
• Proficiency in a survey platform such as SurveyMonkey, Qualtrics, etc., is required
• Proficiency in Salesforce CRM system is preferred
• Strong analytical skills with the ability to interpret data, identify trends, and extract actionable insights is required
• Experience with survey design, deployment, and analysis techniques is required

What C&F will bring to you

• Competitive compensation package
• Generous 401K employer match 
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Flexible Work Arrangements
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness including your physical, mental and financial wellbeing
• A core C&F tenant is owning your career development so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry related certifications and professional training to keep you progressing on your chosen path
• A dynamic, ambitious, fun and exciting work environment
• We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee driven corporate giving program that lets you participate and support your community

At C&F you will BELONG

We value inclusivity and diversity. We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you require a special accommodation, please let us know.

For California Residents Only:  Information collected and processed as part of your career profile and any job applications you choose to submit are subject to our privacy notices and policies, visit https://www.cfins.com/onlineprivacypolicy/ca/noticeatcollection/ for more information.

Crum & Forster is committed to ensuring a workplace free from discriminatory pay disparities and complying with applicable pay equity laws.  Salary ranges are available for all positions at this location, taking into account roles with a comparable level of responsibility and impact in the relevant labor market and these salary ranges are regularly reviewed and adjusted in accordance with prevailing market conditions. The annualized base pay for the advertised position, located in the specified area, ranges from a minimum of $67,900.00 to a maximum of $127,600.00. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee’s contribution (performance) in that role. To be considered within market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs.

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