Director, Customer Insights

Company: McNeil & Co.
Location: New York
Posted on: April 1, 2025

Job Description:

Director, Customer InsightsDirector, Customer InsightsApply remote type Hybrid Working locations New York, NY United States of America time type Full time posted on Posted 30+ Days Ago job requisition id R24_597With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility---.Job Responsibilities

• Develop and implement VoC strategies and programs to collect customer insights through surveys, interviews, focus groups, and other methods. Analyze customer feedback data to identify trends, pain points, and opportunities for improvement.
• Create detailed reports and presentations to communicate insights to senior leadership and stakeholders.
• Facilitate working sessions to identify impactful efforts forward addressing captured VOC. Establish Key Performance Indicators (KPIs) to monitor and evaluate the impact of implemented changes to ensure customer satisfaction is continually improving.
• Create competitive intelligence research and relate findings to Arch efforts and insight.
• Engage third party vendors and oversee day-to-day activities to support timely deliverables.
• Plan and oversee work streams that are related to the Arch Experience (AX) program. Actively contribute as a member of the program steering committee and be a visible ambassador of our brand promise - Pursuing Better Together (PBT).
• Collaborate with IT, Operations and Digital Product Managers on the design and development of Customer Relationship Management Applications and integration of VOC data.
• Expected business travel is 10-20%.Required Skills/Experience
  • 7-10 years of experience in customer insights, customer experience (CX), and/or consulting related work.
  • Demonstrated expertise in CRM and customer feedback platforms (e.g., Salesforce, Qualtrics, Clarabridge).
  • Strong statistical and analytical skills with the ability to translate data into actionable insights.
  • Excellent communication and presentation skills, with the ability to influence and collaborate with senior leadership and cross-functional teams.
  • Self-motivated and results oriented; comfortable working in undefined situations with ability to work independently on multiple assignments with guidance from Vice President, Broker Experience Strategy.
  • Strong critical thinking and problem-solving skills; detail-oriented with a high level of personal accountability.
  • Proficiency in project management skills and the ability to multi-task (e.g., managing priorities between multiple client assignments).
  • Ability to stay well organized, meet deadlines and manage time effectively; takes responsibility for actions and ensures other project stakeholders understand what is needed from them.
  • Proficient skills with business tools such as Microsoft Office Suite (e.g., Excel, Power Point).Desired Skills/Experience
    • Possess an infectious enthusiasm and can-do attitude to overcome obstacles in order to create extraordinary customer experiences.
    • High level of empathy and emotional intelligence.
    • A high level of integrity and mindfulness to confidential information.
    • Ability to work effectively in a fast-paced, dynamic environment.Education
      • Bachelor's degree in market research, statistics with related experience.For individuals assigned or hired to work in the location(s) indicated below, the base salary range is provided. Range is as of the time of posting. Position is incentive eligible.$110,000 - $145,000/year
        • Total individual compensation (base salary, short & long-term incentives) offered will take into account a number of factors including but not limited to geographic location, scope & responsibilities of the role, qualifications, talent availability & specialization as well as business needs. The above pay range may be modified in the future.Click here to learn more on available benefits.Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you.Arch Capital Group Ltd. is a Bermuda-based specialty insurer that provides insurance, reinsurance and mortgage insurance on a worldwide basis. With a 20+-year track record of delivering results and a coveted position on the S&P 500 index, Arch is a great place to grow your career.Arch Capital Group Ltd. (Arch) and its affiliates take your interest in working here very seriously.Please be vigilant to fraudulent activity if you receive a communication or email asking you to submit any personal information. Do not send money or pass any details to someone suggesting they can provide employment with Arch. You should only enter your information into our official career portal.Please know the following about our interviewing and hiring practices.We never make job offers without a formal, in person, interview process.We never ask you to send money of any kind.
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Keywords: McNeil & Co., New York , Director, Customer Insights, Executive , New York, New York