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Senior Insights Manager - Innovation

Boston, MACustomer ExperiencePermanent (Full-Time)Customer Experience

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Simply Business is more than our name. It's how we approach insurance: Make it clear. Make it simple. Make it affordable. By combining exceptional talent, technology, data, and knowledge, Simply Business is the go-to online insurance brokerage that protects small businesses and the entrepreneurs who work hard to build them. 

We want team members who have the drive to challenge boundaries. If you’re smart and passionate about delivering brilliant customer experiences, we’d love to hear from you.

The Customer Insight discipline is part of the Customer Experience team. The team that defines how our customers, insurers and agents/consultants interact with Simply Business’s products and services end to end.

Our customer is at the core of everything we do at Simply Business. We’re looking for a Senior Insight Manager to empower the business to make customer-centric decisions that serve the needs and opportunities of the customer and Simply Business.

We want someone who understands the value of bringing the customer to life and the potential of customer-centric innovation. We need a strategic and creative thinker who has experience in delivering impactful customer closeness programs and facilitating customer-insight driven longer-term product and service innovation.

As a Senior Insight Manager you will:

  • Ensure Simply Business’ commitment of putting customers at the core of everything we do comes to life. To this end the role has two core areas of responsibility:

  • 1) Designing and delivering a company-wide Know Your Customer (KYC) - Customer Closeness program that effectively consolidates our understanding of our customer and purposefully connects our employees to this in an engaging and impactful way

    2) Designing and delivering a plan for the business to use the best possible understanding of our customers’ needs, attitudes and behaviors to design or acquire new products, partnerships and experiences that serve currently unmet and unarticulated customer needs

  • Work cross functionally throughout the entire business, at all levels and across the US and UK market 

Responsibilities include:

  • Collaborating with stakeholders across the entire business to understand their objectives and challenges, to identify the opportunities where deeper customer understanding and empathy could:
  • ○ Improve and supercharge current product and service delivery
    ○ Form the basis of more future-focused customer-led portfolio, product and experience innovation

  • Developing and delivering the KYC - customer closeness roadmap, including:
  • ○ Synthesizing our ever-growing knowledge of the customer (generated from the data and research focused customer insight teams and the user research team) and
    ○ Socializing this throughout the business with a combination of engaging content and activities

  • Leading the development and delivery of Simply Business’ customer-led innovation capability, including:
  • ○ Leading the business on the journey of understanding the advantage of customer-centric innovation, Positioning the business to take advantage of a deep understanding of small business customer & market trends and
    ○ Developing a set of approaches and tools to run innovation projects from inception to completion (mostly in-house, but occasionally using consultancies) 

What we are looking for:

  • A true passion for understanding the customer and bringing them to life for the entire business
  • At least 8 years experience in a customer insight or innovation consultant role (agency or client-side)
  • Experience in conceptualizing and delivering effective customer closeness activities
  • Some experience with quantitative insight methodologies is ideal, but extensive experience in designing and implementing qualitative research using a variety of methodologies is a must
  • A proven track record of running successful design thinking-inspired innovation projects from insight to ideas
  • Confident in analyzing, distilling and synthesizing findings from multiple sources into clear and impactful narrative
  • Excellent verbal and written communication skills, with advanced storytelling abilities
  • Effective at building and maintaining strong relationships with stakeholders of different levels and areas of expertise
What are the benefits?

Here are some of the great benefits and perks that come from being a Simply Business employee:
• A salary that reflects your experience, our pay policy, and the market we’re in from your first day
• Group plan for medical, dental, vision, and prescription drug coverage
• Short term disability, long term disability, and life insurance coverage
• Participation in the Company’s bonus program
• Participation in 401(k) plan with a 3% employer match
• Commuter benefits to help cut down on parking and public transit costs
• 25 days of vacation time plus 10 sick days and 10 company holidays
• Annual company trip, regular outings, and volunteer opportunities 
• An awesome WeWork office with cold brew coffee and other beverages on tap, local pop-up events, and more 

Simply Business is an equal opportunity employer. We're committed to welcoming and helping to grow employees within an inclusive & diverse culture. And that commitment starts with our interview process. 

Once you apply, your info will be reviewed in a committee with employees from different levels, teams, and experiences. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at SB, so you'll have the opportunity to meet a variety of people throughout the process. Get excited!

Want more info on working at Simply Business? Check out our careers page: 

What's going on with work from home and return to the office?

More and more, people are talking about going back to the workplace and the new normal. At Simply Business, we’re thinking of it as a Better Normal. That means offering our SBers more choice and greater flexibility to work in a way that’s best for their particular job, their teams, and their lives.

We’re shifting to a hybrid working model, so we’ll have employees working virtually and in the office at any given time.

We’re also aware there are times when working together in person is the best way to get things done. We expect our SBers to connect in their hubs (that’s what we call our offices) most likely once every few weeks. That said, there’s no one-size-fits-all solution, so we expect all SBers and their teams will find the operating rhythm that works best for them.

If you’re wondering what it might be like for you at Simply Business, our Talent Acquisition is happy to answer any questions. In fact for them, it’s perfectly normal.

Most of our interviews will still take place over Zoom (however, depending on the role, there may be the opportunity/expectation to meet members of the team in-person).  If it looks like you could be a good fit for the role, we’ll ask you to interview on Zoom – you’ll need WiFi and a laptop, or a 4G-enabled smartphone. If you don’t have access to either of these, or you need support with your application, get in touch with us at [email protected] Similarly, please email us with any questions or if you want to pause your application for a bit – we’ll be happy to keep you updated on future opportunities like the one above.
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© Copyright 2021 Simply Business. All Rights Reserved. Simply Business is a trading name of Xbridge Limited which is authorised and regulated by the Financial Conduct Authority (Financial Services Registration No: 313348). Xbridge Limited (No: 3967717) has its registered office at 6th Floor, 99 Gresham Street, London, EC2V 7NG.