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Customer & Market Insights Manager


Zurich North America is looking for a Customer & Market Insights Manager to work out of our North American Headquarters in Schaumburg, IL. In this highly visible position, you will manage ZNA’s customer and market research function to include applying customer insights and competitive intelligence to inform Zurich’s propositions; oversee analysis and interpretation of data; and present compelling insights that align the organization to effectively deliver on our customer strategy and become the insurer of choice.


This role will work closely with Business Unit leaders and subject matter experts to develop and deliver comprehensive research strategies that enhance the customer and distributor experiences and surface growth opportunities.


Successful candidates will possess strong customer and market research expertise, an understanding of feedback mechanisms based on a thorough understanding of the customer journey and the ability to capture and act upon customer feedback. The role relies heavily on influencing internal and external stakeholders and building strong relationships to deliver optimal outcomes.


The Customer & Market Insights Manager plays a critical role in the consistent delivery of exceptional customer and distributor experiences, including:

  • Oversees the planning, conducting and analysis of customer, distributor, or market-oriented research, insight, and analysis activities to determine potential customers and market for products/services
  • Represent the voice of the customer and champion customer-first ways of working to advance customer-led proposition development that results in business value creation and progress on ZNA’s customer-led journey
  • Generates insights that surface evolving needs and systematically deliver insights through concept testing of new or enhanced products, services, and messages
  • Provides market understanding through market opportunity analysis, competitive intelligence, segmentation, proposition refreshes or developments that enhance the Zurich brand, products and/or services
  • Manages the definition and implementation of experimental research designs and quantitative techniques using high-level analytical tools. Develops methods to track effectiveness of implemented programs/tools
  • Synthesizes various sources of information, develops compelling insights, and delivers story-driven reports/presentations with recommended strategies and approaches on which business partners can act
  • Provides thought leadership and proactively identify opportunities to support BUs/SSUs, proactively partners with them to share actionable insights, and leads actionability workshops to develop go-to-market approaches
  • Drives action from customer insights to deliver favorable customer experiences to better position Zurich as a carrier of choice


Basic Qualifications: 

  • Bachelor’s Degree and 10 or more years of experience in the CX or Marketing area


Preferred Qualifications:

  • MBA or Master’s Degree in Market Research, Marketing, Statistics, Mathematics, Psychology, or Economics
  • Advanced experience in customer and market research, insights and analysis, and market/competitive intelligence
  • Advanced knowledge of marketing, customer experience, and statistical principles, methodologies, and techniques
  • Demonstrated ability leading strategic projects and cross-functional teams with multiple internal and external stakeholders to deliver tangible results
  • Strong influencing and problem-solving skills
  • Proven experience in presenting business concepts, roadmaps/plans, recommendations, and solutions to senior leadership
  • Strong verbal and written communications skills
  • Detail oriented
  • Prior experience working with survey software (e.g., Qualtrics, Medallia) and community platforms
  • Prior experience working in a market research supplier or marketing consultancy/agency in similar role
  • Experience in and/or understanding of personal and/or commercial insurance industry
  • People leadership experience


As a condition of employment at Zurich, employees must adhere to our COVID-related health and safety protocols (https://www.zurichna.com/careers/faq), including, without limitation, a requirement that employees attest as to their vaccination status with a YES/NO, and upload proof of vaccination status, or negative COVID test results when allowable, to a third-party vendor. These are continuously re-evaluated and the requirements may change at any time. 


A future with Zurich

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. Today, Zurich North America is a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. We serve more than 25 industries, from agriculture to technology, and we insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, we strive to provide ongoing career development opportunities, and we foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our colleagues, our customers and the communities we serve. Zurich maintains a comprehensive employee benefits package for employees as well as eligible dependents and competitive compensation. Please click here to learn more.


As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich does not discriminate on the basis of age, race, ethnicity, color, religion, sex, sexual orientation, gender expression, national origin, disability, protected veteran status or any other legally protected status. EOE disability/vet 


Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission. 


Location(s): AM - Schaumburg

Remote Working: No

Schedule: Full Time


Linkedin Recruiter Tag: #LI-LB1 

Nearest Major Market: Chicago

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