Customer Analytics Manager

Customer Analytics ManagerCommitted.  Competitive.  Constructing our Future.  That's Travelers. We are one of the leading insurance companies in the United States.  Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees.  You will find Travelers to be full of energy and a workplace in which you truly can make a difference. We are currently looking for a Customer Analytics Manager.  Please read on for more details regarding this position. JOB DESCRIPTION: Job Summary:The customer analytics manager will drive improvements in retention and customer experience by creating and implementing strategies to collect customer experience information, analyzing and interpreting customer data, and recommending / implementing changes that will enhance the customer experience and ultimately strengthen customer loyalty. Primary Responsibilities:- Develop and implement customer online and offline survey strategies that will provide information necessary to understand customers experiences with Travelers.- Develop customer satisfaction metrics and analysis which include predictive outcomes- Develop and utilize data gathering tools such as surveys / questionnaires, work sampling, financial modeling, and/or interview questions to ensure that appropriate quantitative and qualitative data is gathered for analyses.- Apply appropriate modeling and quantitative methods to analyze customer data and recommend key strategies to improve customer experience and retention- Develop a scalable database that has functionality to store, analyze and report on customer metrics and data.- Build metrics and management information that is specific mytravelers.com web experience.- Track retention and develop and implement strategy to understand drivers of retention/decay.- Work collaboratively with other departments to implement recommended changes (business centers, technology, marketing / communications, sales, product, etc.)- Manage other primary research initiatives, outside research services Qualifications:- College degree in marketing analytics, statistics, mathematics, economics, finance, actuarial science, engineering or related field. - 5+ years experience in database marketing analysis and customer profiling- 3-5 years of insurance experience- Experience with modeling and analysis tools such as SAS /statistical techniques- Successful experience using customer analytics to identify business opportunities and shape strategy. Skills:- Has the technical skill set needed to dive in and perform analysis as well as the marketing savvy to lead the successful application of the data- Is able to see the big picture and pull out meaningful insights and actions- Ability to coordinate and manage the activities of consultants and contractors- Ability to work in fast paced environment - Above average communication skills with the ability to articulate critical thinking both verbally and in written form- Strong interpersonal skills, ability to work collaboratively in a matrix environment In addition to an exciting environment, we offer: * Competitive base salary with additional opportunities for variable pay through recognition programs and incentive awards * 401(k) with company match* Comprehensive health plans that include coverage for same sex/domestic partners* Strong work/family and employee assistance programs* Tuition reimbursement * Vacation Purchase Plan* Training/Development opportunities We are proud to provide comprehensive, high quality employee programs to meet employees' needs now and in the future, including a very competitive financial package. Explore what we have to offer.  For immediate consideration for this position, please click on the "Apply Now" button at the bottom of this posting.  Travelers is an equal opportunity employer. We actively promote a drug-free workplace. Company: Travelers Companies, Inc.