Customer Experience Specialist - Customer Insights at HSB - Hartford Steam Boiler (Hartford, CT)

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Execute customer research in support of an 'outside in' approach to ensure the voice of HSB's customers (including client companies, agents/brokers, and end customers) are infused in experience and product/service design. Support efforts to understand the current state of HSB relationships through primary research, concept testing with various audiences (internally, externally, etc.), exploring current state experiences and identifying opportunities to reduce friction, and supporting efforts to measure and track customer experience. Identify the tests to-be-done to understand user wants and needs, conduct tests, interpret the results, translate results so they are understood by working teams, and advocate from the customer perspective. Ensure team members can understand, interpret, and apply customer insights to the product or service being built. Serve as a coach to enable the organization to identify the need for customer insights and testing and to conduct basic user testing for themselves.
Requisition Number

Education and Experience:
  • Bachelors' degree in business, marketing, economics or related field is required
  • Master's degree or equivalent in business, market research, statistics, economics or related field a plus
  • 5+ years' experience in conducting qualitative/quantitative research
  • 2+ years' experience in a CX or research function
  • Fluent in wide range of customer experience measurements including (NPS, cSAT, CES, trackers)
  • Experience with wide range of primary research methodologies, quantitative, qualitative, ethnographic, attitudinal and behavioral research, usability testing
  • Manage selection and use of user testing solutions and vendors

Knowledge and Skills:
  • Deep experience in collaborating and consulting internal teams, building and maintaining effective relationships
  • Highly skilled in planning analytical decision making, communication and project management
  • Highly skilled in creating visually engaging, digestible reports
  • Strong storytelling skills to bring audiences closer to the experiences of our customers, agents, employees, and/or end insureds
  • Coaching of non-CX users in basic customer testing methodologies
  • Expert skills in Excel, PowerPoint

At The Hartford Steam Boiler, 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.


Employment Type
Full Time

Additional Information
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. The work environment characteristics, and any physical and mental requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.


Company Name
Hartford Steam Boiler

United States of America

Area of Expertise
More Information on HSB - Hartford Steam Boiler
HSB - Hartford Steam Boiler operates in the Insurance industry. The company is located in Hartford, CT. HSB - Hartford Steam Boiler was founded in 2022. It has 1969 total employees. It offers perks and benefits such as Health Insurance Benefits. To see all 14 open jobs at HSB - Hartford Steam Boiler, click here.
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