Voice of the Customer, Lead

Company Information:

What we look for
Our exceptional and motivated employees are our greatest strength. Our employees provide the highest level of customer service and help maintain our position as a leader in the global marketplace.

Markel Style
The Markel Style is what makes us stand out from our competitors. It's our core value which should underpin how we do business, while influencing our behavior and performance. We are looking for people who have potential and share our passion to live the Markel Style, which is described in more detail below.

If you think you have these core attributes we want to hear from you.

Job Summary:
The Voice of the Customer Lead (VoC Lead) knows that each and every Markel customer and broker partner is extremely valued and that all interactions with them are treated as such. Reporting into the Manager of Customer and Partner Lead, you are the voice of Markel's brand and a knowledge resource for end users, building proactive documentation to help them and answering inquiries pertaining to product information, technical solutions and order support.

The VoC Lead will be responsible for connecting the divisions to data to a VoC Vendor, overseeing the surveys, conducting text analytics of feedback from Markel's customers (insured and broker partners) across multiple channels and combining it with operational trends to identify opportunities and successes in how Markel serves its customers. This position will be responsible for leading complex analysis of topics that span across the company, such as Marketing, Sales, Underwriting, Operations, Customer Service, IT, and new products. The individual will also be responsible for proactively advancing the state of the Voice of the Customer program by developing new processes and techniques to more effectively identify and communicate the impact of insights through use of feedback and data.

Responsibilities:

• Leads, facilitates and/or collaborates with cross-functional teams and vendors in support of the end-to-end research projects(s) of large scale and enterprise-wide in scope; and oversees the implementation.
• Mentors other Marketing and Agency Operations Analysts.
• Identifies and reports possible system improvements to Manager and use data, tagging and feedback to communicate to engineers and product teams
• Advocate for our customer and partners with a balanced, objective and measured approach.
• Applies an expert level of knowledge in conducting research using the appropriate methodology.
• The primary resource for escalated issues of an unusual natures. Navigates through obstacles to resolve issues.
• Researches and identifies industry best practices and trends to increase effectiveness. Acquires, maintains and applies expert knowledge of the business, its products and processes, and expert knowledge of qualitative or quantitative research methodologies.
• Transform raw data into meaningful and useful analysis. Including dashboards and reports to track performance and aid in planning and decision making.
• Ensures daily/weekly operating of VoC platform and takes key lead and follow through to resolution when issues arise.
• Participates in other related projects and initiatives as assigned.

Qualifications:

• Proficiency in Qualtrics, data visualization techniques and products
• Advanced knowledge of Microsoft Office tools required including expert-level MS Excel user (VBA experience preferred)
• Experience with reporting design, remote dashboards, and portal products
• Experience with utilizing data from surveys to develop key learnings, themes, and insights.
• Proficiency with SQL query language
• Process mapping experience /customer journey
• Experience with unstructured data (text / voice) analysis preferred
• Experience with text analytics and/or customer feedback analytics preferred.
• Experience integrating operational analytics with qualitative data to determine the size and scope of the member experience preferred
• Experience quantifying the business value (cost savings, revenue, customer/partner value) of the customer's experience preferred.
• Experience leading large project efforts preferred
• Expert knowledge of qualitative or quantitative research methodologies preferred
• Expert knowledge of relevant research tools preferred
• Expert knowledge of conducting research using the appropriate methodology (quantitative, qualitative, text or business intelligence). Examples include: surveys, usability tests, focus groups, etc. preferred.
• 5 years minimum business experience applying analytics (50% or more of role)
• Bachelor's degree required
• Project/process management experience
• Demonstrated leadership experience required

"Why work for us?"

Diversity and inclusion
Markel is truly a global and diverse company. We believe that diversity makes us better business partners and that embracing people's differences can bring amazing results and fuel innovation. We have a portfolio of businesses and product lines that operate around the world.

Community involvement
Markel has a rich heritage of supporting communities across the world where our customers and employees live and work. Giving back is part of our history and our future. Our employees share in this philosophy through volunteering, mentoring and fundraising.

Commitment to open doors

Markel is committed to creating the best work environment. Our open-door policy is essential in recognizing business issues as they rise and to address the changing needs of our diverse and global workforce. Challenging management is a component of the Markel Style-some of our best ideas start from a conversation between a manager and an employee.

Entrepreneurial spirit

As the Markel Style states, we pursue excellence, strive for a better way, and share the success of others. Markel associates proactively seek new business opportunities, bringing further success to Markel.