Senior Manager, Enterprise Insights - Client Experience

Job description

About The Job In this role, you will vividly bring to life deep client understanding and insight that inspires big ideas, profitable brand growth, and exceptional client experiences. Lead the client learning agenda working closely with marketing, product, and digital teams to develop communication and strategies grounded in deep client understanding. This is an opportunity to join an exciting and established company while building out an entirely new insight capability and function. This role is ideal for someone wired to advocate for the client, champion satisfaction at every touchpoint, and thrive in a fast-paced and evolving environment . What You’ll Do: • Lead the client learning agenda working closely with marketing, product, and digital teams to develop communication and strategies that are grounded in deep client understanding and a commitment to superior client experience. • Be the go-to source for client ad-hoc analysis and research for the Client Insights team. Serve as an advocate for the client in internal meetings and a driver of client insight-led actions across the enterprise. • Deliver reports, insights, and implications to assigned business partners to inform decisions that measurably improve the client experience and drive client satisfaction. • Own and manage the Net Promoter Score (NPS) program, including survey design, results analysis, trend monitoring, and the communication of actionable findings to business stakeholders. • Design, implement, and maintain Trigger Based Tracking programs that capture client sentiment and feedback at key moments throughout the client lifecycle, enabling timely and targeted experience improvements. • Support the development, maintenance, and continuous enhancement of client experience dashboards that provide real-time visibility into satisfaction metrics, NPS trends, and experience performance indicators across business lines. • Lead client experience benchmarking initiatives, identifying relevant industry and competitive benchmarks to contextualize internal performance and surface opportunities for differentiation. • Partner closely with the Enterprise Experience team to align client insight priorities, share findings, and ensure research efforts directly support enterprise-wide client experience strategies and initiatives. • Manage research and insight projects using JIRA, maintaining organized project tracking, clear timelines, and transparent progress reporting across cross-functional stakeholders. • Perform data analysis and interpretation, using statistical techniques (frequency distributions, descriptive statistics, T-tests, cross-tabs, correlations, text analytics) to reveal new findings and insights for marketing and other business partners. • Determine requisite data elements and work with technical resources to design integrated internal and syndicated datasets that support required analysis, including client experience and satisfaction measurement. • Identify opportunities to enhance the team's analytical capabilities by evaluating current processes, new trends, and emerging research approaches, with a particular focus on client experience methodologies. • Proactively share relevant client insights with internal teams to foster a culture of client-centricity. • Interpret and synthesize multi-source data — including NPS, trigger-based, and behavioral data — into insights that lead to actionable strategies and plans that improve client satisfaction and loyalty . What You'll Bring To The Role • Minimum of 5 years' experience in research and data analysis, application of statistical research techniques, with demonstrated focus on client or customer experience measurement. B2C category experience strongly preferred. • Proven experience managing NPS programs, Trigger Based Tracking, and/or Voice of the Customer ( VoC ) platforms. • Experience supporting or building client experience dashboards and conducting client experience benchmarking. • Demonstrated ability to manage projects using JIRA or similar project management tools, with strong organizational skills and attention to timeline and stakeholder communication. • Experience collaborating with enterprise-level experience, customer success, or CX teams to drive aligned and coordinated client experience improvements. • Seasoned expert in advanced features of a variety of programs which may include Excel, Access, SQL, SAS, SPSS, Tableau, and Business Intelligence tools. • Experience and knowledge of advanced analytic techniques (regression, factor analysis, cluster analysis highly preferred). • Experience should include budget management and vendor management. • Strong technical market research skills including quantitative, qualitative, primary, and secondary methodologies. • Degree in business, marketing, social sciences, statistics, or a related field. • Strong business acumen with a passion for translating data into client-centered actions. • Financial Services experience not required; but must have, or acquire soon after, intimate knowledge of NM field, markets, clients, and products. • Able to be both strategic and tactical, with strong analytical, problem-solving, and conceptual skills. Ability to unite key colleagues and cross-functional partners by gaining trust through demonstrated business expertise. • Consistently displays professional courage in research design, analysis, and interpretation to deliver credible work product free of bias. • Acts in the best interest of clients and the company at all times . • MBA or Master's Degree strongly preferred . Compensation Range: Pay Range - Start: $89,360.00 Pay Range - End: $134,040.00 Geographic Specific Pay Structure: Structure 110: $98,320.00 USD - $147,480.00 USD Structure 115: $102,800.00 USD - $154,200.00 USD We believe in fairness and transparency. It’s why we share the salary range for most of our roles. However, final salaries are based on a number of factors, including the skills and experience of the candidate; the current market; location of the candidate; and other factors uncovered in the hiring process. The standard pay structure is listed but if you’re living in California, New York City or other eligible location, geographic specific pay structures, compensation and benefits could be applicable, click here to learn more. Grow your career with a best-in-class company that puts our clients' interests at the center of all we do. Get started now! Northwestern Mutual is an equal opportunity employer that welcomes talented individuals of all backgrounds. We are committed to creating and maintaining an environment in which each employee can contribute creative ideas, seek challenges, assume leadership and continue to focus on meeting and exceeding business and personal objectives.