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Zurich NA Vice President of Voice of Customer in Schaumburg, Illinois

Vice President of Voice of Customer


Zurich North America is looking for a Vice President of Voice of Customer. This position will work out of one of the Zurich North American offices or within close proximity to a Zurich North American office.

The Voice of the Customer team plays a critical role in supporting Zurich North America’s purpose, putting customers at the center of all we do, to effectively deliver on our customer-led transformation. The Vice President of Voice of Customer is responsible for leading a team and our voice of the customer measurement and management program; providing deep insights about customer and distributor journeys, loyalty, and drivers of business results; partnering with business leaders and stakeholders to act upon feedback and identify and share best practices to enhance experiences and business performance; and demonstrating the value and impact of delivering on customer and distributor experiences.

A successful leader in this role, with strong customer insight experience, will serve as the voice of the customer and a customer experience advocate across Zurich North America to identify business strategies, improvement and growth opportunities to transform the organization to deliver value to customers and distributors The role relies heavily on influencing internal and external stakeholders; building strong relationships; and delivering best practices in client service, operational excellence, and project delivery to deliver optimal outcomes.

The Head of Voice of Customer plays a critical role in the consistent delivery of exceptional customer and distributor experiences, including:

  • Develop an integrated, actionable customer and distributor listening program

  • Mine formal and informal (e.g., NPS, customer communities) channels to understand customer interactions and surface expressed & latent needs

  • Synthesize various sources of information, develop compelling insights, and deliver story-driven reports/presentations with strategies and recommendations on which partners can act

  • Create a standard way of acting upon customer feedback

  • Use VOC to facilitate the design and activation of differentiated customer experience, value propositions, and go-to-market strategies

  • Proactively partner with the BUs/SSUs to share actionable insights and lead action planning workshops to drive action and continuous improvement

  • Measuring impact of increases in customer advocacy on business and operational KPIs (e.g., GWP, product density, timeliness of policy delivery, etc.)

The ideal candidate will demonstrate leadership capabilities critical for success in Zurich’s fast-paced, energizing work place:

  • Demonstrated ability to transform organizations to deliver value to customers

  • Effective oral and written communication to share customer insights and recommend actions with a broad range of stakeholders in a way that is actionable

  • Engaged leadership beyond subject matter expertise and analytic problem solving – motivate team to deliver their best work, tailor management style to address team needs, be present for team members

  • Hold self and empowers others to be accountable for results

Basic Qualifications

  • Bachelor’s Degree and 10 or more years of experience in the marketing area, strategy, or related customer experience areas


  • 5 or more years of management experience or leading teams

Preferred Qualifications

  • Advanced marketing, strategy, customer experience, customer insights and analysis, market research, competitive intelligence or marketing campaign effectiveness experience

  • Prior experience working with top tier strategy/marketing consultancy or leading marketing agency in similar role

  • Experience and/or understanding of personal and/or commercial insurance industry

  • Demonstrated ability to lead cross-functional teams with multiple internal and external stakeholders to deliver tangible results

  • Strong problem-solving and analytical skills

  • Proven experience in presenting business concepts, roadmap/plan, and technical solutions to senior leadership

  • Proven success leveraging metrics to elevate integrated marketing campaigns

Additional Information

Imagine working for a company that truly cares about their employees, customers, stakeholders, and communities they serve. Imagine working for a values-driven organization that has the ambition and desire to be the best global insurance provider in the world. Zurich is that place where 55,000 employees across approximately 200 countries and territories are all focused on helping people and helping companies protect what is truly most important to them. We are a values-driven organization that takes pride in the work that we do every day and we have the ambition to be the best global insurer in the world.

EOE disability/vets

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.

Primary Location: United States-Illinois-Schaumburg

Other Locations: United States-Virtual

Schedule Full-time

Travel Yes, 10 % of the Time

Relocation Available Yes

Job Posting 09/15/20

Unposting Date Ongoing

Req ID: 200005D3

It is the Policy of Zurich in North America, as an equal opportunity employer, to attract and retain the best-qualified individuals available, without regard to race/ethnicity, color, religion, gender expression, genetic information, national origin, sex, gender identity, sexual orientation, marital status, age, disability or protected veteran status.