Job Title: Marketing Research - Broker & Client NPS Programs
Location: Remote (Eastern or Central Time Zone Preferred)

Position Overview

We are seeking an experiencedMarketing Research - Broker & Client NPS Programs to lead the Broker and Client Net Promoter Score (NPS) and Satisfaction programs for Global Risk Solutions North America (GRS NA) and Global Surety.

This is a senior-level, hands-on role requiring expertise in B2B relationship, loyalty, and customer experience research. The selected candidate will independently assess existing NPS programs, recommend an effective operating model balancing internal oversight and external vendor execution, and take ownership of program delivery.

The role will partner with senior business stakeholders, regional research teams, and external research vendors to ensure consistent methodologies, reliable insights, and executive-ready reporting. There will also be opportunities to identify and lead additional marketing research initiatives.

Key Responsibilities : 

Program Assessment & Strategy

• Assess existing Broker and Client NPS programs, including survey design, sampling methodology, vendor scope, platform usage, and reporting processes.

• Identify gaps, improvement opportunities, and recommend an effective in-house versus outsourced operating model.

• Evaluate external research vendors based on capabilities, costs, and overall fit.

• Assess opportunities to leverage the enterprise Qualtrics platform while maintaining alignment with internal governance and platform owners.

• Present recommendations and operating-model strategies to senior leadership.

Program Management & Execution

• Lead end-to-end delivery of Broker and Client NPS and Satisfaction programs.

• Manage project timelines, workplans, milestones, and deliverables.

• Partner with Distribution, Underwriting, Surety, and Client stakeholders on survey content, contact lists, segmentation, and research priorities.

• Manage external research vendors, overseeing Qualtrics programming, survey fielding, translations, dashboards, and data quality.

• Review and QA vendor-developed surveys, survey logic, dashboards, and data outputs in Qualtrics.

• Oversee data cleaning, coding, tabulation, and key driver analysis.

• Ensure research findings are accurate, reliable, and methodologically defensible.

Reporting & Stakeholder Management

• Develop executive-ready presentations, dashboards, scorecards, and actionable research insights.

• Present findings and recommendations to senior leadership, division leaders, and business stakeholders.

• Support enterprise leadership scorecard reporting and ensure timely, accurate delivery of client experience metrics.

• Collaborate with regional research teams to maintain consistent methodologies and reporting standards.

• Manage reporting challenges associated with small or uneven sample sizes while protecting trend continuity during methodology changes.

Additional Research Initiatives

• Identify and lead ad hoc marketing-specific research projects based on business needs.

• Recommend opportunities for additional market research and customer experience measurement.

• Support multi-country and multilingual research initiatives, including translation quality and cross-market consistency.

Required Qualifications

• 7–10+ years of relevant market research experience.

• Proven experience independently managing end-to-end NPS, relationship tracking, customer satisfaction, or loyalty research programs, preferably in B2B environments.

• Strong working knowledge of Qualtrics, including the ability to review and QA vendor-built surveys, survey logic, and dashboards. Hands-on programming is not required.

• Demonstrated experience managing external research vendors, evaluating vendor capabilities, and overseeing deliverables.

• Experience developing and recommending research operating models, including in-house versus outsourced execution.

• Strong expertise in survey design, sampling methodology, data analysis, and key driver analysis.

• Experience presenting research findings to senior leadership and contributing to executive scorecards.

• Ability to operate independently and influence senior stakeholders across multiple business functions.

• Experience working within matrixed organizations and aligning global research standards with regional business requirements.

• Experience handling small or uneven sample sizes and maintaining research trend continuity.

Preferred Qualifications

• Background in commercial insurance, reinsurance, or commercial brokerage.

• Experience in financial services or other B2B professional services environments.

• Experience managing multi-country and multilingual research programs.

• Familiarity with translation QA and cross-market survey equivalence.

• Experience evaluating research vendors and participating in RFP processes.