Customer Insights Manager

The Customer Insights Manager at Policy Expert is charged with leading the Voice of the Customer program, conducting thorough analysis, and generating meaningful insights to enhance customer experience across our services. This includes collating data from various customer feedback sources and working collaboratively with teams across Marketing and Customer service to ensure our strategies effectively resonate with our clientele.

While specific qualifications may vary, a successful Customer Insights Manager at Policy Expert typically brings experience in insight techniques, voice of the customer programs, and brand tracking strategies. Proficiency in quantitative and qualitative research methodologies, alongside a background in financial services, is an added advantage but not essential. Demonstrated analytical skills paired with effective communication abilities are crucial.

The Customer Insights Manager contributes significantly by ensuring customer insights and behaviors guide marketing strategies and communications. This role analyzes customer needs, oversees brand health assessments, and validates creative advertising processes, ensuring all marketing efforts align directly with customer expectations.

In the Customer Insights Manager role at Policy Expert, you'll be involved in various projects ranging from developing the Voice of the Customer program to conducting ongoing assessments of customer communications. You'll also lead brand tracking initiatives and creative testing projects, providing insights that directly influence our product development and market presence.

Policy Expert fosters a collaborative and supportive work culture for the Customer Insights Manager role. The company encourages initiative and creativity, with a strong emphasis on team collaboration and personal growth. Employees enjoy a hybrid working model, supportive of work-life balance, inclusivity, and equal opportunities.

Highlight your previous roles where you led or contributed to a Voice of the Customer program. Mention specific methodologies you used for collecting customer feedback and how that information shaped marketing strategies or product development.

Discuss your approach to data analysis, including tools and techniques you utilize. Emphasize your ability to translate complex data into actionable insights that guide communication strategies and improve customer experiences.

Share a specific example of a brand tracking project, what metrics you focused on, and how the insights you gathered impacted marketing decisions or overall brand strategy.

Talk about your experience in formulating creative testing strategies. Provide examples of how you assessed the effectiveness of creative campaigns and what adjustments you made based on customer feedback.

Explain your methodology for integrating both qualitative and quantitative research. Highlight how each type of research complements the other in providing a comprehensive understanding of customer needs.

Discuss the methodologies you have used, such as surveys or focus groups, and how they effectively reveal customer attitudes and behaviors. Provide insights into how you apply findings to optimize customer experience.

Highlight the resources you utilize, such as journals, industry reports, and networking events, to stay informed about the latest trends and tools in customer insights, ensuring you can offer fresh perspectives.

Provide a specific example where insights you gathered led to actionable changes within a team or project. Explain the process of gathering the insights and the resulting impact on the customer experience.

Discuss your approach to customer segmentation. Highlight how you identify different customer groups, their specific needs, and how this informs marketing strategies and product development decisions.

Talk about your experience working collaboratively with various departments. Provide examples of how you effectively communicate insights and drive unified action towards enhancing customer experience.