Senior Customer Insights Specialist

About the Role

HSB has a great opportunity for an experienced Senior Customer Insights Specialist. This role is responsible for designing, implementing, and continuously improving Voice of Customer (VoC) programs across the enterprise. The position involves translating customer experience goals into actionable listening programs, capturing meaningful feedback, and driving business improvements. The role supports various customer listening channels, including surveys, call interactions, digital touchpoints, and emerging AI-enabled experiences. The location for this role is Hartford, CT Office (Hybrid) or open to remote work with required quarterly/intermittent travel to the Hartford, CT Office.

Responsibilities

• Partner with stakeholders to launch new feedback initiatives and enhance existing programs.
• Ensure customer insights are effectively translated into actionable business improvements.
• Support a variety of customer listening channels, including surveys, call interactions, digital touchpoints, and AI-enabled experiences.
• Collaborate with cross-functional teams to identify opportunities for improvement.
• Facilitate discussions, gather requirements, and synthesize data into narratives for leadership.
• Apply AI/LLMs to CX initiatives, such as text analytics and sentiment analysis.

Qualifications

• Minimum of 7 years of experience in Customer Experience (CX), Voice of Customer, or Market Research operations.
• Deep technical proficiency in Qualtrics, including complex logic, embedded data, and distributions.
• Practical working knowledge of JavaScript, HTML, and CSS within a survey context, or ability to leverage AI assistance.
• Experience with automations leveraging SFTP and APIs to build listening within apps and webpages.
• Proficiency in data cleaning and management using tools like Excel, SPSS, R, or similar.
• Strong presentation skills and ability to synthesize data into narratives for leadership.
• Experience applying AI/LLMs to CX initiatives (e.g., text analytics, sentiment analysis).
• Bachelor’s degree in business, marketing, economics, or related field; Master’s degree a plus.
• Experience with customer experience measurements (NPS, cSAT, CES, trackers).

Skills

• Proven ability to build strong relationships across diverse teams and serve as a trusted partner.
• Skilled at influencing decisions and driving progress without direct authority.
• Strong project management and organizational skills, with ability to manage multiple initiatives simultaneously.
• Experience launching or managing customer feedback, VoC, CX, or market research programs.
• Natural storytelling ability to help stakeholders connect with customer, agent, employee, and end-insured experiences.
• Entrepreneurial thinking and creative initiative in bringing new projects to life.

Education

• Bachelor’s degree in business, marketing, economics, or related field required.
• Master’s degree in business, market research, statistics, economics, or related field a plus.