Senior Insight Manager - Brand & Experience Tracking, 80-100%

At Zurich, our ambition is to put customers at the heart of everything we do and become the insurer of choice by building meaningful relationships that earn customer loyalty over time. 

Over the past several years, we have made significant progress in building customer thinking into our strategy, products, services and ways of working. However, there is still more to do to ensure customer perspectives consistently shape decisions across the organisation and become embedded in our everyday mindset and culture.  We believe better customer understanding leads to better business decisions. 

The Group Customer Office plays a central role in this transformation, partnering with markets and functions around the world to ensure the voice of the customer is heard, understood and acted upon. Through customer, market and brand insights, we help the business better understand changing customer needs, identify opportunities for improvement and make decisions that strengthen customer loyalty, drive growth and create long-term value.

To support this effort, we are looking for a passionate, curious and commercially minded insights professional to join our Customer, Market & Brand Insights team.   This role is paramount in translating our data and research into actionable insights that influence business decisions and drive meaningful change. 

Working closely with markets, regional stakeholders and senior leaders, you will help evolve and deliver our global brand and experience insights tracking tools to deliver value to the business, ensuring customer understanding influences business decisions and actions.

As we continue to embrace AI and new analytical capabilities, we are also transforming how insight is generated and activated, allowing us to spend less time producing reports and more time influencing decisions and delivering impact.

Reporting to the Head of Global Brand Tracking & NPS, this role will focus on understanding how our brand health created through our products, services and experiences shapes customer perceptions and behaviours, and ensuring those insights are translated into actions that improve customer outcomes and business performance.

What you will do

As Senior Insight Manager you will:

• Champion the voice of the customer, helping embed customer thinking into decision-making across Zurich.
• Generate compelling customer and brand insights that influence to drive business impact
• Oversee Zurich's global retail Brand and Relationship NPS programmes and lead our Commercial Broker study, ensuring high-quality delivery, governance and business value.
• Evolve our insight programmes and measurement approaches to ensure they remain relevant to changing customer and business needs.
• Transform complex data into clear, actionable recommendations and executive-level narratives that drive action.
• Partner with the insights team, markets, agencies and business stakeholders to identify opportunities, solve business challenges and accelerate customer-centred change.
• Connect customer, brand and business data to strengthen understanding of performance drivers and commercial impact.
• Facilitate discussions and workshops that turn insight into tangible business outcomes.
• Work closely with the Tracking Insight Manager and TNPS Expert to maximise the impact, adoption and activation of insights across the organisation.
• Bring external best practice, innovation and emerging AI capabilities into Zurich's insight ecosystem to continuously enhance how we generate and apply insight.
  
  

Work location is Zurich with travel potentially required up to 10% 

What you bring

As Senior Insight Manager, you will bring:

• A passion for understanding customers and translating customer, market and brand data into meaningful business opportunities and actions.
• Strong storytelling and communication skills, with the ability to distil complex information into clear, compelling narratives that influence decision-making.
• Proven experience activating insights within organisations, driving awareness, engagement and action across diverse stakeholder groups.
• Expertise in leading continuous and ad hoc qualitative and quantitative research programmes, either within an in-house insights function or consultancy environment.
• Strong commercial acumen and the ability to connect customer insights with business performance, growth and loyalty outcomes.
• Experience managing complex global programmes and building effective relationships across markets, functions and cultures.
• Demonstrated ability to influence and engage senior stakeholders, facilitating discussions and workshops that drive alignment and action.
• Curiosity and practical experience applying AI and emerging technologies to enhance insight generation, synthesis and activation.
• Strong analytical skills with experience working with large datasets and statistical tools (e.g. Excel, SPSS), turning data into actionable recommendations.
• Experience bringing together multiple data sources to identify performance drivers and generate deeper business understanding.
• A degree (e.g. in business studies, marketing, research, psychology, behavioural science, customer or change management or a related field), alongside significant experience in customer, market or brand insights.
• Knowledge of the insurance sector is beneficial but not essential; curiosity, commercial thinking and a customer-first mindset are critical.
• Fluent English, with excellent written and verbal communication skills.
  
  

You belong here. 

Imagine working in one of the world’s most sustainable workplaces. At Quai Zurich Campus, you’ll enjoy an environment designed to help you thrive, with benefits that support your well-being and impact, and opportunities to perform at your best, surrounded by top talent and supportive colleagues.  

You’ll have access to healthy food options, fitness facilities, and bright, collaborative spaces that spark creativity. Located in the heart of Zurich on the shores of Lake Zurich, the campus offers excellent public transportation links, making your commute simple. 

Grow with us through access to learning resources, on-the-job development, and continuous empowerment and support. Be part of a team that is creating a brighter future together. 
 

About Us 

Zurich is a leading multi-line insurer, serving over 82 million customers in more than 200 countries and territories with more than 65,000 employees.
For over 150 years, Zurich has been transforming insurance – offering not just protection, but also prevention services that promote well-being and climate resilience.
Guided by our purpose to ‘create a brighter future together,’ we aim to be one of the most responsible and impactful businesses in the world.

We look forward to receiving your online application today!

Information for recruitment agencies

Zurich does not accept any applications from recruitment agencies for this position. We refuse any responsibility for unsolicited applications, as well as any associated fees. 

Why Zurich

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right? 

We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great! 
Join us as we constantly explore new ways to protect our customers and the planet.
 

• Location(s):  CH - Zürich 
• Remote working: No
• Schedule: Full Time
• Recruiter name: Mélina Carnal