Customer and CX Research Lead

Hartford Steam Boiler Inspection & Insurance Company - Hartford, CT

Full-time - Mid Level

Hartford, CT

About the position

The Customer and CX Research Lead at Hartford Steam Boiler is a pivotal role focused on understanding and addressing customer needs through comprehensive market and customer research. This position is responsible for identifying customer problems, assessing market appetite, and translating research findings into actionable insights that drive innovation and enhance customer experience. The role also involves leading a team and advocating for a customer-first mentality within the organization.

Responsibilities

• Conduct market and customer research to uncover unmet customer needs.
• Determine customer problems to be solved and assess market appetite.
• Perform concept testing and define customer success measurements.
• Identify and recommend research approaches and conduct tests.
• Interpret research results and present actionable insights to various audiences.
• Advocate for the customer perspective, articulating user wants, needs, and pain points.
• Guide the organization in applying customer experience insights effectively.
• Manage and lead a team, modeling leadership qualities and driving performance.

Requirements

• Bachelor's degree in business, marketing, economics, or related field or equivalent work experience.
• Master's degree or equivalent in research, statistics, economics, or another quantitative field preferred.
• 7+ years of research experience.
• Management and/or team leadership experience preferred.
• Experience in product development and lifecycle management strongly preferred.
• Experience in the P&C insurance industry preferred but not required.
• Minimum of 5 years in customer experience research or related work experience.
• Fluent in a wide range of customer experience measurements (NPS, cSAT, CES, trackers).
• Expert skills in Excel and PowerPoint.

Nice-to-haves

• Insurance industry expertise.
• B2B research expertise.
• Experience with Qualtrics or similar research platform.
• Existing relationships with research vendors to shorten execution time.
• Strong storytelling skills to engage audiences with customer experiences.

Benefits

• Diversity and Inclusion initiatives
• Equal opportunity employer
• Reasonable accommodations for individuals with disabilities