Job Detail

NPS Program Research Expert, 80-100% - 200004X5  

Zurich Insurance is on an exciting journey to become a truly customer led organization.

Zurich’s Group Customer Office is playing a pivotal role on that journey and is involved in a broad range of activities - working with all our regions and markets across the globe to shape the customer agenda.

 

To support this effort, we are looking for a passionate, data-driven, and innovative voice of the customer expert to join our Customer, Market & Brand Insights team. The team works very closely with local markets, as well as regional management and other Group functions, to plan, develop and further evolve our voice of the customer (VOC) programs. The truly global programs are geared towards bringing the voice of the customers into the organization to guide us on our exciting journey.

The candidate’s key responsibilities will focus on further evolving a significant pillar of our Net Promoter System (NPS) VOC programs, reporting to the global NPS lead.

Your Role

 

As NPS Program Research Expert you will:

 

• Further evolve and strengthen our global Voice of the Customer programs (based on Net Promoter System methodology - NPS)
  
  
  
  • Expand program reach across markets and the end-to-end customer journey
  
  
  • Drive innovation into our programs, e.g. new feedback channels, analytical tools
  
  
  • Ensure consistent application of our global NPS framework and principles across markets
  
  


• Drive reporting, analysis & action Planning
  
  
  
  • Provide regular and ad-hoc reporting, further evolve reporting platforms
  
  
  • Analyze trends, derive insights and identify systemic issues affecting multiple markets
  
  
  • Present insights to wider organization and stakeholders to create awareness
  
  
  • Act as catalyst for root cause analysis and action planning at global, regional, local level
  
  
  • Drive correlation analysis between NPS feedback and financial as well as operational KPIs
  
  


• Act as Voice of the Customer / CX evangelist, raising awareness, providing guidance and training to the organization on key dimensions of our NPS programs


• Keep up with external best practice and transfer relevant topics into Zurich’s programs


• Work location is Zurich with travel potentially required up to 20%

 

Required Skills and Experience

 

As NPS Program Research Expert your skills and qualifications will include:

 

• Bachelor’s or Master’s degree (e.g. in Business Administration, Data Science, Customer Management, Change Management) and 5 years of experience in a related field are desirable


• Solid expertise in NPS methodology, in conjunction with experience of leading feedback management platforms – knowledge of Medallia toolset is a plus


• Passionate about data analysis and identifying insights to facilitate action planning


• Experience in working with markets across the globe as well as ability to build and manage relationships across different cultural clusters


• Requires strong analytical, (insights) writing and communications skills


• Ability to guide virtual teams, e.g. establish and run global VOC community


• Possesses solid knowledge of insurance market, operations, products and services


• Working language is primarily English

 

Additional Information

 

Your talent acquisition specialist Chris Parkinson is looking forward to receiving your application by clicking on the button “Apply online” below.

 

Zurich wants to attract the best talent and we acknowledge that talents might not always be available full-time. At Zurich we will consider requests for flexible working. Many of our employees work flexibly in a variety of ways. Please talk to us during the interview about the flexibility you may need.

 

To protect both you and our employees, we are currently managing interviews and onboarding remotely leveraging digital technologies and tools. You will receive more information as you progress in your journey with us.

Who we are

 

At Zurich, we foster a culture of diversity and inclusion. Our 53,000 employees worldwide live our values to protect you, to inspire confidence and help you reach your full potential. We promote opportunities for equity among our professionals, regardless of gender, differently abled, LGBTQ +, race, ethnicity, generations, belief, etc. 

Find out more About Us. 

Information for recruitment agencies

Zurich does not accept any applications from recruitment agencies for this position. We refuse any responsibility for unsolicited applications as well as any associated fees. 

 

Primary Location

: Switzerland-Zurich-Zurich 

Schedule

: Full-time 

Travel

: Yes, 10 % of the Time 

Job Posting

: 09/02/20 

Unposting Date

: Ongoing