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• As the Customer Insights Lead, you will be instrumental in enhancing the customer experience by converting data into actionable insights that support retention, profitability, and informed strategic decision-making. You will work collaboratively with cross-functional teams to develop strategy, elevate the customer journey, and make a direct impact on overall business growth
• Develop and execute a comprehensive customer insights strategy aligned with business objectives
• Monitor, analyze, and report on customer-related KPIs such as TNPS and customer retention
• Manage the customer feedback programs, including surveys and interviews, to measure satisfaction and identify improvement opportunities
• Lead customer segmentation initiatives to better understand customer needs, behaviors, and opportunities for targeted engagement
• Collaborate with internal stakeholders to translate insights into strategic recommendations and action plans
• Present findings and actionable insights to senior leadership in a clear and compelling manner
• Stay updated on industry trends, benchmarks, and best practices in customer analytics and experience management
• Advocate for the voice of the customer within the organization, ensuring decisions are informed by robust data and insights
• Foster a culture of curiosity, rigor, and continuous improvement

Your skills and experience

• Bachelor’s or Master’s degree in Business, Marketing, Data Science, Statistics, or a related field
• 6+ years of experience in customer insights, analytics, or related roles
• Proven experience with customer KPI measurement and reporting (TNPS, retention, segmentation, etc.)
• Strong analytical skills and proficiency with data visualization and analytics tools (e.g., Power BI, SQL, Excel)
• Excellent communication skills with the ability to convey complex insights to non-technical audiences
• Demonstrated ability to lead cross-functional projects and influence stakeholders
• Experience in customer experience management and/or customer success is a plus

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?