Tracking Insight Manager Relationship 80-100%, Temporary 12 months

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 insights expert to join our Customer, Market & Brand Insights team.

This role is paramount in evaluating our brand health and customer experience through our continuous Global Brand tracking study and Relationship NPS studies that inform decision making across 20+ markets and at every level of the business. These fundamental studies enable us to diagnose brand perceptions and deep dive into the customer experience (CX) shaping future strategies and improving how we deliver against customer needs.

Working closely with local markets, as well as regional management and other Group functions, this role will include planning, delivery and evolving these tools to ensure data-based insights are generated to influence business decisions and actions. As the volume and complexity of data grows, we’re evolving how we work - embracing AI tools to accelerate data processing and transform how insight is presented to the business.

Our intention is to spend less time on production and more time on interpretation, implementation and communication that drives action.

• Act as customer champion, raising awareness, providing guidance and training to the organization on key dimensions and insights of our program to drive actions.
• Take ownership of the two continuous global studies and ad hoc retail RNPS studies ensuring smooth project management and delivery of robust and relevant data and KPIs into the business.
• Apply AI and emerging technology to insight work to increase efficiency in data processing, synthesis and reporting, enabling shaper focus on interpretation, narrative and business implication.
• Define, evolve and conduct global studies, coordinating between multitude of markets and partnering with the respective agency.
• Analyze feedback, derive insight, report and present to stakeholders across the organization, including senior management at global, regional and local level.
• Drive the combination of data sources to strengthen relevance to decision making and impact on performance e.g. correlation analysis linking customer experience with financials.
• Ensure programs are technically strong and appropriate from questionnaire development, sample, weighting rules, and data uploads building confidence in the tool’s robustness.
• Translate analytic insights into concrete actionable recommendations, drawing conclusions for business improvement and influencing strategy effectively, including workshop facilitation.
• Maintain and promote our data hosting platform to democratize insights across the business.
• Manage external research agencies and budgets.
• Input support to Senior Insight Manager in identifying, communicating and activating insights.
• Keep up with best practice in the field and transfer relevant topics into Zurich’s programs.

Work location is Zurich with travel potentially required up to 10%.

• Bachelor’s or master’s degree (e.g., in business studies/administration, research, data science, psychology, behaviour science, customer or change management), 5+ years of experience in managing insights to actions programs.
• Expertise in managing customer research as part of an in-house customer insight team or as part of a consulting practice, ideally coupled with solid expertise in NPS and/or brand tracking methodology.
• A curiosity and experience exploring or applying AI tools in a research/insight context (e.g. verbatim analysis, automated reporting, cross market synthesis).
• Passionate and curious about data analysis & identifying insights to facilitate action planning.
• Program management and coordination skills to build and drive studies across 19+ markets including managing study preparation and execution (e.g. study set up and design, sampling strategy definition, execution, reporting), driving alignment between markets…