Cx Research Manager

**CX Research Manager**:
**WE OFFER**:
**Purpose**:
**Roles & Responsibilities**:
**Primary Research**:

- Consultative approach to understanding internal client needs with the ability to translate those needs into research solutions tailored to the business environment
- Identify, design, and execute delivery of custom research and VoC insights to the organization, including recommendations on action to-be-taken
- Deep understanding of quantitative analytic tools, and standard CX measures / systems, in order to analyze attitudinal and behavioral data
- Enhance the retention of insights and recommendations through storytelling and impactful data visualization

**Team Relationships**:

- Supports CX team decision-makers with relevant customer feedback and data analytics to maximum outside-in understanding for key decisions
- Identify, evaluate, and sustain relationships with key research partners (externally and internally)
- Continuously identify new techniques, methodologies, and enhancements in customer insights, data analytics and VoC via training and collaborative external partnerships
- Collaborates effectively with other CX and Customer Knowledge & Insights team members to deliver against our department goals and strategies

**WE EXPECT**:

- 5+ years’ experience in consumer/customer insights (combination of analyst, project management, and client management)
- 3+ years’ experience in customer data analytics
- 3+ years’ experience in voice-of-customer collection and analysis
- Bachelor’s degree in Marketing Research, Data Analytics, or related field
- Strong experience in quantitative customer/consumer research design, analysis, and reporting of results / business implications
- Expert knowledge of standard CX metrics (e.g., NPS, CSAT, CES)
- Strong experience in data analytics and visualization tools (e.g., Excel, SPSS, Power BI, Tableau)
- Strong ability to turn complex data into easily-understood recommendations and stories
- Project management of research projects from beginning to end
- Exceptional willingness to be a continuous learner of new methodologies and technologies
- MS Office suite

At American Modern, 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.American Modern is a widely recognized, national leader in the specialty insurance business. With close to 50 years of experience in the manufactured housing insurance sector, the company delivers specialized products and services for residential property and the recreational market. One of our newest lines is pet health insurance. The company is headquartered in suburban Cincinnati, Ohio.

American Modern is licensed in all 50 states and offers insurance products through a number of property and casualty companies which serve more than 1.7 million policyholders. As part of its parent company, American Modern’s companies are rated A+ (Superior) by the A.M. Best Company an independent analyst of the insurance industry, and is also a Ward’s 50® Top Performer another well-regarded industry standard of stability and excellence.

American Modern joined Munich Re as a key part of the world reinsurance leader’s North American insurance operations in April 2008. Munich Re has approximately 47,000 employees in over 50 locations throughout the world and operates in all lines of insurance. It is among the top 100 companies on the Forbes Global 500 list.