Senior Manager- Customer Insights & Impact

Houston TX
February 22 2018
Insurance, Securities
Functional Area:

SM - Sales & Marketing

Estimated Travel Percentage (%):

Relocation Provided:

American General Life Insurance Company

Customer Insights Senior Manager Position Highlights:

The mission of the Customer Insight and Impact group is to enable AIG'S Life & Retirement business to deliver upon our client's needs and expectations. We aim to position each business for sustainable profitability. Our plan leverages data, customer insights, and direct feedback about our clients' experiences to improve our business strategies and become a loyalty leader. Customer-oriented loyalty leaders across a wide range of businesses grow faster and enjoy lower costs. By one measure, loyalty leaders grow twice as fast and hold a 15 percent cost advantage. In the insurance industry, they also experience superior profitability.

We are seeking a thought leader responsible for supporting efforts to develop an in-depth understanding of the customer (including consumers and B2B) and the marketplace, and lead key strategies in partnership with Life & Retirement leadership teams. This position is responsible for immersing into businesses across Life & Retirement. Through deep understanding of the products and distribution, the role is responsible for building, influencing and informing strategic direction and tactical decisions relating to the various products, marketing and distribution channels, always keeping the customer integral and at the core.

This is not a market research role. The successful candidate must demonstrate an ability to leverage all available data sources to build a comprehensive picture of the business/customer issue and distill from that the insights that inform strong strategy and business execution. The successful candidate must have strong research (qualitative and quantitative), analytic, and writing skills. She or he must be a persuasive presenter who can convincingly articulate insights (and the need for them) and build consensus around strategic direction. Group facilitation and public speaking skills are essential. The candidate must be fully proficient and comfortable both in the back room generating insight and in the boardroom delivering the insight and ensuring business action.

The person will be expected to:
• Work with leadership teams to identify business priorities for which robust customer insights are critical. Define the expected outcome of investment in insights, and then define, lead and execute the agreed programs of work
• Lead the identification, development and execution of insight-generating initiatives (e.g., customer research, internal sessions, statistical analysis, etc.) to drive business decisions and their translation into strategies and tactical execution plans that achieve financial goals
• Be ready to roll up your sleeves and personally execute mystery shopping, ethnography exercises, customer observation, in-depth interviews, group moderation, etc.
• Establish and lead a range of customer insight techniques including co-creation sessions, internal stakeholder workshops on customer value propositions, knowing your customer (the four knowns) etc.
• Perform data collection “in the field” on their own, particularly for projects with short delivery timeframes.
• Establish oneself as a customer evangelist, and promote customer centricity
• Use internal and external resources in the most efficient and effective manner to provide market/customer insight that clearly links to priority business issues
• Develop consumer insight programs from inception to execution, including working with business counterparts on the execution of recommendations and demonstration of business impact
• Other responsibilities as required

Leadership Skills:
• Entrepreneurial spirit. Ability to creatively and independently design insights-gathering programs that draw on both qualitative and quantitative methods
• Strong execution and results orientation. Track record of translating customer insights to commercial impact.
• Proven ability to lead, motivate, collaborate and gain commitment from colleagues at all levels of the organization
• Strong communication and influencing skills. Able to navigate a complex organization, influence stakeholders and affect outcomes
• Outstanding change leadership. Willing and able to adjust to multiple demands, shifting priorities, and rapid change
• Ability to multi task and work well under pressure, to identify issues and work to resolve them in partnership with business leaders

Technical Skills & Expertise:
• 10+ years' experience with a Bachelor's Degree (BA, BS) or equivalent in Marketing, Strategy, or a related discipline and proven experience engaging with customers
• Demonstrated success in articulating customer insights from multiple sources beyond primary research (e.g., internal and external data and information), to make recommendations and drive business impact
• Experience working in the Insurance, Financial Services, Consumer Products industry or significant experience consulting with a major firm
• Must be experienced in the application of advanced research design, appropriate methodologies, and demonstrable results applying research results to business issues
• Experience leading and designing qualitative and quantitative research without the support of an agency
• Experience designing and leading insights activation sessions, including application of insights tools (CVP workshops, 3-Cs, etc.)
• Strong communication and influencing skills. Able to navigate a complex organization, influence stakeholders and affect outcomes
• Self-starter who can manage multiple initiatives from beginning to end with minimal supervision.
• Experience at a multi-channel company, with familiarity in multiple channels of distribution.
• Insurance and/or Retirement/Investments industry experience a plus
• Demonstrated experience with Design Thinking a plus

It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.

At AIG, we believe that diversity and inclusion are critical to our future and our mission - creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.

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