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Northwestern Mutual Life Insurance

VoC Research Consultant

Northwestern Mutual Life Insurance - Franklin, WI

At Northwestern Mutual, we believe relationships are built on trust. That our lives and our work matter. These beliefs launched our company nearly 160 years ago. Today, they're just a few of the reasons why people choose to build careers at Northwestern Mutual. We're strong and growing. In a company with such a long and storied history, this may be the most exciting and important time to be a part of Northwestern Mutual. We're strong, innovative and growing. We invest in our people. We provide opportunities for employees to grow themselves, their career and in turn, our business. We care. We make a positive difference in our communities. Nationally, thousands have benefitted from our support of research and programs to fight childhood cancer. Each year, our Foundation, employees and financial representatives donate time, talent and financial support to causes they're passionate about. We are an equal opportunity\/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law. What's the role? Voice of Client team is looking for a research professional to manage an extremely important Transactional NPS program. This position is critical to our Client Experience strategy and will be accountable for establishing new, refining current and maintaining all components of our Transactional Net Promoter Score (TNPS) studies. In this position, you will create and refine research plans\/survey instruments; direct and execute data analysis; produce and deliver actionable insights as well as guide follow-up and close-loop activities. This position reports to the Assistance Director \u2013 NPS Program and works closely with business partners, broader Client Experience (CX) and Voice of Client (VoC) teams to deliver story-driven content that educates audiences about what our clients need and deserve. You will leverage learnings to provide actionable recommendations to key business partners. Help create client focus at Northwestern Mutual. Bring your creativity, business acumen, analytical thinking and research background to this position! Key Accountabilities Design, implement and manage a variety of TNPS studies as well as ad hoc research requests. Present VoC findings and insights to audiences at various levels in the organization. Responsible for day to day management of various TNPS studies, managing timelines and working closely with vendors to deliver on requirements. Collect, analyze and synthesize quantitative and qualitative results from the TNPS study to generate actionable insights that will enhance the client experience and support business needs. Partner with key functional areas bringing forward actionable recommendations based on research findings to improve the client experience and incorporating partner feedback to enhance the TNPS program. Maintain up-to-date information on customer insights and trends. Identifying gaps when additional insight is needed and working to help develop necessary research instruments. Develop reporting standards to provide more timely results to the business. Generate new and innovative approaches to problems that may respectfully challenge current processes. Work with and manage vendor relationships to execute and deliver on key aspects of the T NPS program. Design and deploy closed-loop processes to improve overall satisfaction. Requirements Bachelor\u2019s degree required; Master\u2019s Degree preferred in market research or other relevant disciplines. 7 years of experience in market research roles. Financial services industry experience a plus but not required. Understanding of Net Promoter Score (NPS) methodology and experience with other tracking based studies. Possesses expertise in all types of research including primary, secondary, quantitative and qualitative and statistical methods. Strong knowledge of and experience working with statistical software (SPSS), survey software (Qualtrics, Survey Monkey) and Microsoft programs (Excel, PowerPoint, Word). Excellent communicator, including written, verbal, and presentation skills. Detail-oriented, collaborative, always innovating and curious. Ability to work under pressure managing multiple projects or requests simultaneously while successfully coping with interruptions and redefined priorities. Quantitative experience developing questionnaires, programming online surveys, cleaning\/quality-checking data, conducting statistical analysis in SPSS and creating actionable reports\/presentations. Req ID: 23087 Position Type: Regular Full Time Education Experience: Bachelor's Desired Employment Experience: 3-5 years Licenses\/Certifications: FLSA Status: Exempt Posting Date: 05\/30\/2018

21 days 3 hours ago

Northwestern Mutual Life Insurance


VoC Research Consultant Northwestern Mutual Life Insurance - Franklin, WI, United States


Location: Franklin, WI

Company Profile:
Founded in 1857, our company has lived through the Civil War, the Crash of 1929, the Great Depression, two world wars, and numerous recessions. Our experience is extensive. We are well-positioned to help you manage financial risk and achieve financial security in today's complex world. Read more: Mutual Company Advantages | Northwestern Mutual