Tracking Insight Manager Relationship

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 continuous global studies and ad hoc retail RNPS studies ensuring smooth project management and delivery of robust and relevant data and KPIs into the business. Apply AI and emerging technology to insight work to increase efficiency in data processing, synthesis and reporting, enabling shaper focus on interpretation, narrative and business implication. 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.

Zurich is a leading multi-line insurer, serving over 82 million customers in more than 200 countries and territories with more than 65,000 employees. For over 150 years, Zurich has been transforming insurance – offering not just protection, but also prevention services that promote well-being and climate resilience. Guided by our purpose to ‘create a brighter future together,’ we aim to be one of the most responsible and impactful businesses in the world.

• 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.

• A curiosity and experience exploring or applying AI tools in a research/insight context (e.g. verbatim analysis, automated reporting, cross market synthesis).

• 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.