Senior Manager, Insights

Financial Services Insurance company is looking for a strong insights professional. This role can be located in Milwaukee, Chicago, New York area with a hybrid in office schedule of 2-3 days in office. You’ll turn deep client understanding into insights that drive big ideas, profitable growth, and exceptional experiences. Partner with marketing, product, and digital teams to shape strategies rooted in real client needs. This is a chance to help build a new insights capability inside an established insurance company. You’ll keep the current NPS and listening program running smoothly while modernizing it into a more connected, agile system. Ideal for someone who champions the client at every touchpoint and thrives in a fast-moving environment.

Responsibilities:

• Lead the client learning agenda and ensure strategies are grounded in deep client understanding
• Serve as the go-to expert for ad-hoc analysis and research; advocate for the client in internal discussions
• Own the NPS program end-to-end: survey design, analysis, trend monitoring, and actionable recommendations
• Design and maintain Trigger-Based Tracking to capture feedback at key moments in the client lifecycle
• Build and enhance client experience dashboards for real-time visibility into satisfaction and performance
• Lead benchmarking efforts to contextualize results and uncover differentiation opportunities
• Partner with the Enterprise Experience team to align insights with company-wide CX priorities
• Manage research projects in JIRA with clear timelines and transparent stakeholder communication
• Analyze multi-source data (NPS, trigger-based, behavioral) using statistical techniques to surface actionable insights
• Identify opportunities to strengthen analytical capabilities and modernize research approaches
• Proactively share insights that foster a client-centric culture across the organization

Requirements:

• 5+ years in research and data analysis with a clear focus on client/customer experience measurement (B2C preferred)
• Hands-on experience managing NPS, Trigger-Based Tracking, or VoC platforms; end-to-end listening program support is essential
• Qualtrics experience required; Medallia a plus
• Experience building CX dashboards and conducting competitive benchmarking
• Strong project management skills using JIRA or similar tools
• Proficiency with Excel, SQL, SAS/SPSS, Tableau, and BI tools; advanced analytics (regression, factor, cluster analysis) preferred
• Experience with budget and vendor management
• Solid quantitative and qualitative research skills
• Bachelor’s degree required; MBA or Master’s preferred
• Strong business acumen and ability to translate data into client-centered action
• Able to work both strategically and tactically while building trust across teams
• Hands-on experience is most critical; client-side experience is a plus