Director – Customer Insights

7-10 years of experience in customer insights, customer experience (CX), and/or consulting related work.
Demonstrated expertise in CRM and customer feedback platforms (e.g., Salesforce, Qualtrics, Clarabridge).
Strong statistical and analytical skills with the ability to translate data into actionable insights.
Excellent communication and presentation skills, with the ability to influence and collaborate with senior leadership and cross-functional teams.
Self-motivated and results oriented; comfortable working in undefined situations with ability to work independently on multiple assignments with guidance from Vice President, Broker Experience Strategy.
Strong critical thinking and problem-solving skills; detail-oriented with a high level of personal accountability.
Proficiency in project management skills and the ability to multi-task (e.g., managing priorities between multiple client assignments).
Ability to stay well organized, meet deadlines and manage time effectively; takes responsibility for actions and ensures other project stakeholders understand what is needed from them.
Proficient skills with business tools such as Microsoft Office Suite (e.g., Excel, Power Point).

Develop and implement VoC strategies and programs to collect customer insights through surveys, interviews, focus groups, and other methods. Analyze customer feedback data to identify trends, pain points, and opportunities for improvement.
Create detailed reports and presentations to communicate insights to senior leadership and stakeholders.
Facilitate working sessions to identify impactful efforts forward addressing captured VOC. Establish Key Performance Indicators (KPIs) to monitor and evaluate the impact of implemented changes to ensure customer satisfaction is continually improving.
Create competitive intelligence research and relate findings to Arch efforts and insight.
Engage third party vendors and oversee day-to-day activities to support timely deliverables.
Plan and oversee work streams that are related to the Arch Experience (AX) program. Actively contribute as a member of the program steering committee and be a visible ambassador of our brand promise – Pursuing Better Together (PBT).
Collaborate with IT, Operations and Digital Product Managers on the design and development of Customer Relationship Management Applications and integration of VOC data.
Expected business travel is 10-20%.

Possess an infectious enthusiasm and can-do attitude to overcome obstacles in order to create extraordinary customer experiences.
High level of empathy and emotional intelligence.
A high level of integrity and mindfulness to confidential information.
Ability to work effectively in a fast-paced, dynamic environment.