Be an Early Applicant
Start-Up Vibes with The Stability of a Fortune 100 Company.
The Role
Lead the client learning agenda to produce actionable client insights (NPS, trigger-based tracking, dashboards, benchmarking). Design and run research and statistical analyses, manage VoC/NPS programs and related projects, partner across marketing/product/digital to drive experience improvements, and build the insight capability including data integration and vendor/budget oversight.
Summary Generated by Built In
About The Job
In this role, you will vividly bring to life deep client understanding and insight that inspires big ideas, profitable brand growth, and exceptional client experiences. Lead the client learning agenda working closely with marketing, product, and digital teams to develop communication and strategies grounded in deep client understanding. This is an opportunity to join an exciting and established company while building out an entirely new insight capability and function. This role is ideal for someone wired to advocate for the client, champion satisfaction at every touchpoint, and thrive in a fast-paced and evolving environment.
What You'll Do:
• Lead the client learning agenda working closely with marketing, product, and digital teams to develop communication and strategies that are grounded in deep client understanding and a commitment to superior client experience.
• Be the go-to source for client ad-hoc analysis and research for the Client Insights team. Serve as an advocate for the client in internal meetings and a driver of client insight-led actions across the enterprise.
• Deliver reports, insights, and implications to assigned business partners to inform decisions that measurably improve the client experience and drive client satisfaction.
• Own and manage the Net Promoter Score (NPS) program, including survey design, results analysis, trend monitoring, and the communication of actionable findings to business stakeholders.
• Design, implement, and maintain Trigger Based Tracking programs that capture client sentiment and feedback at key moments throughout the client lifecycle, enabling timely and targeted experience improvements.
• Support the development, maintenance, and continuous enhancement of client experience dashboards that provide real-time visibility into satisfaction metrics, NPS trends, and experience performance indicators across business lines.
• Lead client experience benchmarking initiatives, identifying relevant industry and competitive benchmarks to contextualize internal performance and surface opportunities for differentiation.
• Partner closely with the Enterprise Experience team to align client insight priorities, share findings, and ensure research efforts directly support enterprise-wide client experience strategies and initiatives.
• Manage research and insight projects using JIRA, maintaining organized project tracking, clear timelines, and transparent progress reporting across cross-functional stakeholders.
• Perform data analysis and interpretation, using statistical techniques (frequency distributions, descriptive statistics, T-tests, cross-tabs, correlations, text analytics) to reveal new findings and insights for marketing and other business partners.
• Determine requisite data elements and work with technical resources to design integrated internal and syndicated datasets that support required analysis, including client experience and satisfaction measurement.
• Identify opportunities to enhance the team's analytical capabilities by evaluating current processes, new trends, and emerging research approaches, with a particular focus on client experience methodologies.
• Proactively share relevant client insights with internal teams to foster a culture of client-centricity.
• Interpret and synthesize multi-source data - including NPS, trigger-based, and behavioral data - into insights that lead to actionable strategies and plans that improve client satisfaction and loyalty.
What You'll Bring To The Role
• Minimum of 5 years' experience in research and data analysis, application of statistical research techniques, with demonstrated focus on client or customer experience measurement. B2C category experience strongly preferred.
• Proven experience managing NPS programs, Trigger Based Tracking, and/or Voice of the Customer (VoC) platforms.
• Experience supporting or building client experience dashboards and conducting client experience benchmarking.
• Demonstrated ability to manage projects using JIRA or similar project management tools, with strong organizational skills and attention to timeline and stakeholder communication.
• Experience collaborating with enterprise-level experience, customer success, or CX teams to drive aligned and coordinated client experience improvements.
• Seasoned expert in advanced features of a variety of programs which may include Excel, Access, SQL, SAS, SPSS, Tableau, and Business Intelligence tools.
• Experience and knowledge of advanced analytic techniques (regression, factor analysis, cluster analysis highly preferred).
• Experience should include budget management and vendor management.
• Strong technical market research skills including quantitative, qualitative, primary, and secondary methodologies.
• Degree in business, marketing, social sciences, statistics, or a related field.
• Strong business acumen with a passion for translating data into client-centered actions.
• Financial Services experience not required; but must have, or acquire soon after, intimate knowledge of NM field, markets, clients, and products.
• Able to be both strategic and tactical, with strong analytical, problem-solving, and conceptual skills. Ability to unite key colleagues and cross-functional partners by gaining trust through demonstrated business expertise.
• Consistently displays professional courage in research design, analysis, and interpretation to deliver credible work product free of bias.
• Acts in the best interest of clients and the company at all times.
• MBA or Master's Degree strongly preferred.
Compensation Range:
Pay Range - Start:
$89,360.00
Pay Range - End:
$134,040.00
Geographic Specific Pay Structure:
Structure 110:
$98,320.00 USD - $147,480.00 USD
Structure 115:
$102,800.00 USD - $154,200.00 USD
We believe in fairness and transparency. It's why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.
Grow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now!
Northwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.
FIND YOUR FUTURE
We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and our commitment to a culture of belonging.
In this role, you will vividly bring to life deep client understanding and insight that inspires big ideas, profitable brand growth, and exceptional client experiences. Lead the client learning agenda working closely with marketing, product, and digital teams to develop communication and strategies grounded in deep client understanding. This is an opportunity to join an exciting and established company while building out an entirely new insight capability and function. This role is ideal for someone wired to advocate for the client, champion satisfaction at every touchpoint, and thrive in a fast-paced and evolving environment.
What You'll Do:
• Lead the client learning agenda working closely with marketing, product, and digital teams to develop communication and strategies that are grounded in deep client understanding and a commitment to superior client experience.
• Be the go-to source for client ad-hoc analysis and research for the Client Insights team. Serve as an advocate for the client in internal meetings and a driver of client insight-led actions across the enterprise.
• Deliver reports, insights, and implications to assigned business partners to inform decisions that measurably improve the client experience and drive client satisfaction.
• Own and manage the Net Promoter Score (NPS) program, including survey design, results analysis, trend monitoring, and the communication of actionable findings to business stakeholders.
• Design, implement, and maintain Trigger Based Tracking programs that capture client sentiment and feedback at key moments throughout the client lifecycle, enabling timely and targeted experience improvements.
• Support the development, maintenance, and continuous enhancement of client experience dashboards that provide real-time visibility into satisfaction metrics, NPS trends, and experience performance indicators across business lines.
• Lead client experience benchmarking initiatives, identifying relevant industry and competitive benchmarks to contextualize internal performance and surface opportunities for differentiation.
• Partner closely with the Enterprise Experience team to align client insight priorities, share findings, and ensure research efforts directly support enterprise-wide client experience strategies and initiatives.
• Manage research and insight projects using JIRA, maintaining organized project tracking, clear timelines, and transparent progress reporting across cross-functional stakeholders.
• Perform data analysis and interpretation, using statistical techniques (frequency distributions, descriptive statistics, T-tests, cross-tabs, correlations, text analytics) to reveal new findings and insights for marketing and other business partners.
• Determine requisite data elements and work with technical resources to design integrated internal and syndicated datasets that support required analysis, including client experience and satisfaction measurement.
• Identify opportunities to enhance the team's analytical capabilities by evaluating current processes, new trends, and emerging research approaches, with a particular focus on client experience methodologies.
• Proactively share relevant client insights with internal teams to foster a culture of client-centricity.
• Interpret and synthesize multi-source data - including NPS, trigger-based, and behavioral data - into insights that lead to actionable strategies and plans that improve client satisfaction and loyalty.
What You'll Bring To The Role
• Minimum of 5 years' experience in research and data analysis, application of statistical research techniques, with demonstrated focus on client or customer experience measurement. B2C category experience strongly preferred.
• Proven experience managing NPS programs, Trigger Based Tracking, and/or Voice of the Customer (VoC) platforms.
• Experience supporting or building client experience dashboards and conducting client experience benchmarking.
• Demonstrated ability to manage projects using JIRA or similar project management tools, with strong organizational skills and attention to timeline and stakeholder communication.
• Experience collaborating with enterprise-level experience, customer success, or CX teams to drive aligned and coordinated client experience improvements.
• Seasoned expert in advanced features of a variety of programs which may include Excel, Access, SQL, SAS, SPSS, Tableau, and Business Intelligence tools.
• Experience and knowledge of advanced analytic techniques (regression, factor analysis, cluster analysis highly preferred).
• Experience should include budget management and vendor management.
• Strong technical market research skills including quantitative, qualitative, primary, and secondary methodologies.
• Degree in business, marketing, social sciences, statistics, or a related field.
• Strong business acumen with a passion for translating data into client-centered actions.
• Financial Services experience not required; but must have, or acquire soon after, intimate knowledge of NM field, markets, clients, and products.
• Able to be both strategic and tactical, with strong analytical, problem-solving, and conceptual skills. Ability to unite key colleagues and cross-functional partners by gaining trust through demonstrated business expertise.
• Consistently displays professional courage in research design, analysis, and interpretation to deliver credible work product free of bias.
• Acts in the best interest of clients and the company at all times.
• MBA or Master's Degree strongly preferred.
Compensation Range:
Pay Range - Start:
$89,360.00
Pay Range - End:
$134,040.00
Geographic Specific Pay Structure:
Structure 110:
$98,320.00 USD - $147,480.00 USD
Structure 115:
$102,800.00 USD - $154,200.00 USD
We believe in fairness and transparency. It's why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you're living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more.
Grow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now!
Northwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.
FIND YOUR FUTURE
We're excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and our commitment to a culture of belonging.
- Flexible work schedules
- Concierge service
- Comprehensive benefits
- Employee resource groups
Skills Required
- Minimum of 5 years experience in research and data analysis and application of statistical research techniques
- Proven experience managing NPS programs, Trigger Based Tracking, and/or Voice of the Customer (VoC) platforms
- Experience supporting or building client experience dashboards and conducting client experience benchmarking
- Experience managing research and insight projects using JIRA or similar project management tools
- Proficiency/advanced features in tools including Excel, Access, SQL, SAS, SPSS, Tableau, and Business Intelligence tools
- Experience collaborating with enterprise-level experience, customer success, or CX teams to drive aligned client experience improvements
- Experience and knowledge of advanced analytic techniques (regression, factor analysis, cluster analysis)
- Experience with budget management and vendor management
- Strong technical market research skills including quantitative, qualitative, primary, and secondary methodologies
- Degree in business, marketing, social sciences, statistics, or a related field
- B2C category experience
- MBA or Master's Degree
- Must have, or acquire soon after hire, intimate knowledge of Northwestern Mutual field, markets, clients, and products
What the Team is Saying
Chris
Regional Financial Consultant
Chester
Senior Cybersecurity Engineer
Northwestern Mutual Compensation & Benefits Highlights
-
Retirement Support — Corporate materials describe automatic 401(k) company contributions alongside a separate, company‑funded cash balance pension with a guaranteed interest credit. This dual‑plan design is highlighted as a standout element for corporate roles.
-
Leave & Time Off Breadth — PTO is outlined as starting in the low‑20s of days per year and increasing with tenure, with paid parental and caregiving leave and volunteer time included. This structure signals generous time‑off support for different life stages.
-
Healthcare Strength — Medical, dental, and vision coverage is paired with Lyra mental health services, fertility and family‑building support, and company‑paid disability and life insurance. On‑site health centers, virtual primary care, and fitness centers or reimbursements enhance everyday access and wellbeing.
Northwestern Mutual Insights
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
You’ll Like It Here At Northwestern Mutual, we believe that our lives and our work matter. And that doing what’s right is good for everyone. We follow through by designing tech that improves the community and cultivating creative ways to make finance accessible anywhere. These guiding principles have allowed our company to grow for more than 160 years. Here, you’ll be with a team who emphasizes integrity and prioritizes security to design experiences that better everyone. You’ll work in cross functional teams to create optimal solutions that are rooted in innovative strategy and thoughtful execution. And you’re provided development tools and opportunities to become a leader all with the support of a collaborative team. You’ll be surrounded in a culture that values innovation and works to always evolve to stay ahead of trends and client needs. We are intentional in seeking out team members who will challenge us. Our employees choose us for the career opportunities, commitment to philanthropy and desire to have a meaningful impact in the lives of our clients. You have career passions and goals. We have ambition and opportunity for you to grow your future in tech. Discover today: https://careers.northwesternmutual.com/
Why Work With Us
We invest in our people. We know careers are about choices, so we provide intentional opportunity. Here you can build creative ways to make finance accessible anywhere and revolutionize traditional processes. As a mutual company, our focus is our people — whether professional development or investments in the community.
Gallery
Northwestern Mutual Teams
Northwestern Mutual Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We offer a flexible, hybrid approach for our employees . Teams are in the office a few days a week and work from home the others.
Typical time on-site:
Flexible
