Research Manager Jobs

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Position Title: Research Manager
Reports To: Director, Client & Advisor Experiences
Department: Individual Insurance
Term: Permanent Full Time
Work Arrangements: We are currently working remotely, and we will be moving to a hybrid model when our office renovation is complete (approximately September 2023), coming into the office a minimum of 2 days per week, every other week on designated days.
The Opportunity: Our Research Manager is responsible for determining not just the “what”, but the “why” through connecting multiple qualitative and quantitative data sources to tell a story that will improve the overall client and advisor experience. They do this through extracting, analyzing, and building reporting and data for the VOC (Voice of Client) Program. This individual will surface pain points and emerging trends for root cause analysis. They will conduct analysis on the client and advisor feedback to identify trends and assign value to the insights for prioritization and action.
The Research Manager will have project management responsibilities, including overseeing aspects of VOC projects that have research inputs (e.g., building and launching surveys, ensuring sample size is adequate). This person will collect & democratize insights, partner cross-functionally around the most valuable opportunities. This work empowers stakeholders to make decisions grounded in client needs, continuously improving the digital experience for advisors.
What you will be doing:

• Owns journey research and acts as an insights quarterback bringing the knowledge of the moments and channels that matter to drive data driven decisions.
• Leverage analytical tools to uncover issues within the client and advisor journey and recognize ongoing themes/trends
• Collaborate with cross functional teams to help triage and determine root cause of client and advisor issues
• Own the client experience measurement program across Individual and S&R including key experience metrics and listening programs
• Manage administrative and reporting duties needed to maintain a successful survey program
• Nice to have:
• Experience creating and sharing data visualizations to provide a clear story
• Create dashboards that share detailed and real-time feedback with the organization to provide a better user experience
• Participate in additional strategic initiatives related to Voice of the Client
• Experience with insurance and/or financial services
• Communicate complex technical concepts to non-technical partners
• Satisfy ad-hoc VOC data requests accurately and timely for reporting/analysis.
• Supports VOC projects and pilots, including survey deployment, refinement of survey, monitoring of survey sample size etc. and finding the insights to help guide the business on where to focus first
• Maintain a knowledge of the latest trends and analytic approaches in market research
• Contribute to quarterly updates, sharing a consolidated view of insights & tying to other research across teams
• Align with CAX, Operations, Product, Sales, and other stakeholders to highlight current challenges, identify options to address, and propose recommended solutions
• Effectively manage, collaborate, develop, and influence peers and cross-functional partners to drive results
• Demonstrate ability to balance competing priorities based on strong, objective business judgment
• Monitor and analyze VOC trends, and performance drivers to support weekly and monthly reporting
• Become an expert in the VOC listening platform and serves as the 'go-to' for questions on data / insights - calling out the 'so what' and 'now what'
• Consistently monitor progress to further develop VOC program and increase ROI
• Ensure all relevant data points are accessible to partner teams, making it easy to access & leverage client insights in their process
• Become intimately familiar with the client and advisor experience - what works, what doesn’t, and what we need to prioritize
• Measure the business impact of CAX improvements by linking results to key business OKRs (retention, sales) and seek to continuously optimize the experience

What you will bring:

• Is a self-starter who thrives in a fast-paced environment with a passion for the client experience
• 5+ years of experience within client experience, or analytics functions, preferably within a high-growth environment
• Experience with CRMs is helpful
• Ability to think both strategically and tactically with strong attention to detail
• Experience with Qualtrics, Medallia, Alida, Forsta or other BI tools
• Possess deep knowledge and expertise in customer satisfaction OKRs
• Has a bias toward action, highlighted through strong follow-up skills and a sense of urgency
• Able to drive results through indirect and direct influence
• Excellent project management skills to plan, execute and report on multiple programs running in parallel
• Data-driven, with ability to leverage data to build recommendations and drive alignment with stakeholder teams.
• Exceptional written and oral communication skills

What’s in it for you:

• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the company’s pension program with employer matching
• A company subsidized cafeteria with a variety of daily options
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• A healthy work-life balance with employee wellness top of mind
• Regular EQ Together events focused on company togetherness and collaboration
• Discounts on company products and services, and access to exclusive employee perks
• Annual bonus program, annual vacation allowance, and company-paid benefits program

As part of the recruitment/offer process you will be required to:

• Undergo a criminal background check

To learn more about Equitable Life, we encourage you to explore our organization.
At Equitable Life, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at [email protected] if you would like to receive our job postings in an alternative format or require an accommodation with the application process.
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