Lead Consumer Insights Digital Analyst (Hybrid)

📋 Description

• • Own the end-to-end consumer-insights engine for one of the nation’s largest property-casualty insurers, translating digital behavior data into a clear, enterprise-wide roadmap that elevates every stage of the insurance journey—from first click to policy renewal.
• • Architect and execute multi-method research programs (quantitative surveys, digital ethnography, A/B testing, web analytics, social listening, and advanced modeling) focused on how customers interact with Amfam.com, mobile apps, chatbots, agent portals, and third-party marketplaces.
• • Translate raw clickstream, CRM, and voice-of-customer data into concise, decision-ready narratives that influence product roadmaps, marketing spend, pricing, and CX investments exceeding $50 M annually.
• • Define the long-term vision for customer-experience metrics (CSAT, NPS, digital effort score, lifetime value) and build executive-level dashboards that track ROI on experience initiatives across Auto, Home, Life, and Commercial lines.
• • Scope and frame complex business questions—e.g., “Why do high-intent prospects abandon quote flows at step 3?”—then design statistically rigorous studies that isolate behavioral drivers and prescribe concrete design fixes that lift conversion 5–15 %.
• • Serve as the authoritative voice of the digital customer in strategic-planning forums, presenting to SVPs and the C-suite on emerging trends (telematics, embedded insurance, Gen-Z channel preferences) and their implications for growth and retention.
• • Build and socialize a rolling 18-month insights calendar that aligns with corporate OKRs, ensuring every research dollar maps directly to revenue, retention, or brand-equity goals.
• • Partner with Data Science, Marketing, Product, UX, and Corporate Strategy to embed insight-driven experimentation into agile sprints, enabling rapid test-and-learn cycles that cut time-to-market for new digital features by 30 %.
• • Mentor a matrixed squad of analysts, UX researchers, and data translators; set standards for storytelling, data visualization, and insight activation that scale across 11,000 employees nationwide.
• • Champion privacy-first research practices and ensure all primary and secondary data usage complies with state, federal, and internal governance policies.
• • Evaluate competitive intelligence (Gartner, Forrester, Comperemedia, J.D. Power) to benchmark Amfam’s digital CX against top 10 carriers and identify whitespace opportunities worth $100 M+ in premium.
• • Drive cross-functional influence without formal authority—facilitating workshops, leading design sprints, and building coalitions that turn insights into shipped features, revised agent scripts, and personalized marketing journeys.
• • Present quarterly “state of the customer” briefings to the Board’s Customer Experience Committee, quantifying how insight investments translate to lower churn, higher cross-sell, and improved brand advocacy.
• • Continuously evolve the insights tech stack (Qualtrics, Adobe Analytics, Snowflake, Python/R, Tableau, Alteryx) and mentor teammates on advanced techniques such as predictive segmentation, causal inference, and text analytics.
• • Relocation assistance is available for top-tier external talent; internal candidates may apply from any location and will be evaluated based on role fit and business need.