Senior Customer Insights Specialist

About the role

HSB has a great opportunity on the team for an experienced Senior Customer Insights Specialist. The location for this role is Hartford, CT Office (Hybrid) or open to hiring remote with required quarterly/intermittent travel to the Hartford, CT Office.

Responsibilities

• Help design, implement, and continuously improve Voice of Customer (VoC) programs across the enterprise.
• Work closely with business partners to translate customer experience goals into actionable listening programs that capture meaningful feedback and drive business improvements.
• Support a variety of customer listening channels, including surveys, call interactions, digital touchpoints, and emerging AI-enabled experiences.
• Report to the VoC Strategy Lead and partner with stakeholders across the organization to launch new feedback initiatives, enhance existing programs, and ensure customer insights are effectively translated into action.
• Requires strong relationship-building skills, exceptional organization, and the ability to move projects from concept to execution.

Requirements

• Minimum of 7 years of experience in Customer Experience (CX), Voice of Customer, or Market Research operations.
• Deep technical proficiency in Qualtrics is required. Must be comfortable with complex logic, embedded data, and distributions.
• Coding Skills: Practical working knowledge of or be able to leverage AI assistance to perform JavaScript, HTML, and CSS within a survey context.
• Experience working with automations leveraging SFTP and APIs to build listening within apps and webpages.
• Experience cleaning and managing data sets (Excel, SPSS, R or similar).
• Strong presentation skills; ability to synthesize data into a narrative 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 is required.
• Master’s degree or equivalent in business, market research, statistics, economics or related field a plus.
• Experience with customer experience measurements including NPS, cSAT, CES, trackers.

Skills

• Proven ability to build strong relationships across diverse teams and serve as a trusted partner to business stakeholders.
• Skilled at influencing decisions and driving progress across organizations without direct authority.
• Strong project management and organizational skills, with the ability to manage multiple initiatives simultaneously and move work from idea to implementation.
• Experience launching, managing, or supporting customer feedback, Voice of Customer, customer experience, or market research programs.
• Natural storyteller who can help stakeholders understand and connect with the experiences of customers, agents, employees, and end insureds.
• Ability to facilitate discussions, gather requirements, and work collaboratively with business partners to identify opportunities for improvement.
• Demonstrates entrepreneurial thinking and creative initiative in