Senior Customer Insights Specialist

This role is responsible for helping design, implement, and continuously improve Voice of Customer (VoC) programs across the enterprise. Working closely with business partners, this position helps translate customer experience goals into actionable listening programs that capture meaningful feedback and drive business improvements.

The role supports a variety of customer listening channels, including surveys, call interactions, digital touchpoints, and emerging AI-enabled experiences. Reporting to the VoC Strategy Lead, this individual will partner with stakeholders across the organization to launch new feedback initiatives, enhance existing programs, and ensure customer insights are effectively translated into action.

Success in this role requires strong relationship-building skills, exceptional organization, and the ability to move projects from concept to execution. The ideal candidate combines a passion for understanding customer experiences with practical experience in survey research, customer feedback programs, and cross-functional collaboration.

Education and Experience:

• Minimum of 7 years of experience in Customer Experience (CX), Voice of Customer, or Market Research operations.
• Deep technical proficiency in Qualtrics is required. Must be comfortable with complex logic, embedded data, and distributions.
• Coding Skills: Practical working knowledge of or be able to leverage AI assistance to perform JavaScript, HTML, and CSS within a survey context
• Experience working with automations leveraging SFTP and APIs to build listening within apps and webpages
• Experience cleaning and managing data sets (Excel, SPSS, R or similar).
• Strong presentation skills; ability to synthesize data into a narrative for leadership
• Experience applying AI/LLMs to CX initiatives (e.g., text analytics, sentiment analysis).
• Bachelors’ degree in business, marketing, economics or related field is required
• Masters’ degree or equivalent in business, market research, statistics, economics or related field a plus
• Experience with customer experience measurements including (NPS, cSAT, CES, trackers)

Knowledge and Skills:

• Proven ability to build strong relationships across diverse teams and serve as a trusted partner to business stakeholders.
• Skilled at influencing decisions and driving progress across organizations without direct authority.
• Strong project management and organizational skills, with the ability to manage multiple initiatives simultaneously and move work from idea to implementation.
• Experience launching, managing, or supporting customer feedback, Voice of Customer, customer experience, or market research programs.
• Natural storyteller who can help stakeholders understand and connect with the experiences of customers, agents, employees, and end insureds.
• Ability to facilitate discussions, gather requirements, and work collaboratively with business partners to identify opportunities for improvement.
• Demonstrates entrepreneurial thinking and creative initiative in bringing new projects to life.

At The Hartford Steam Boiler, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.   

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.  The work environment characteristics, and any physical and mental requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.  Other duties, responsibilities and activities may change or be assigned at any time with or without notice.