Senior Client Insights & Experience Lead

Northwestern Mutual; Milwaukee (WI); On-site; USD 89,000 - 147,000; Full time

Benefits offered by this job

Flexible work schedules

Concierge service

Comprehensive benefits

Employee resource groups

Job summary

Northwestern Mutual invites qualified professionals to join our team as a Senior Client Insights role focused on turning client understanding into actionable strategies. You will partner with marketing, product, and digital teams to build an insights function and drive client experiences.

Responsibilities include leading ad-hoc analyses, delivering actionable reports, and owning the NPS program. You will develop tracking, dashboards, and benchmarking to elevate client satisfaction across

Qualifications

• Minimum 5 years in research and data analysis focused on client or customer experience.
• Proven experience managing NPS programs and VoC platforms.
• Experience building client experience dashboards and benchmarking.
• Strong project management with timelines and stakeholders.

Responsibilities

• Lead client learning agenda with marketing, product, and digital teams to develop insights and strategies grounded in client understanding.
• Serve as go-to for client ad-hoc analysis and advocate for client in internal meetings.
• Deliver reports and implications to inform decisions improving client experience and satisfaction.
• Own the NPS program design, analysis, and communication of findings.
• Design and maintain Trigger Based Tracking to capture client sentiment at key moments.
• Develop client experience dashboards with real-time satisfaction metrics and NPS trends.
• Lead benchmarking initiatives with industry and competitors to identify improvement opportunities.
• Collaborate with Enterprise Experience to align priorities and support enterprise strategies.
• Manage research projects using JIRA with clear timelines and reporting.
• Perform data analysis using statistical techniques to reveal new insights for marketing partners.
• Identify data elements and coordinate with tech to integrate datasets for analysis.
• Explore new methods to enhance analytical capabilities and client-centricity.
• Share insights with internal teams to foster client-centric culture.
• Interpret multi-source data into actionable strategies to improve loyalty.

Skills

NPS management

VoC programs

Client insights

Data analysis

Dashboards

JIRA

SQL

Tableau

Excel

Cross-functional

Market research

Education

MBA or Master’s

Business/Marketing/Stats

Tools

JIRA

SQL

SAS

SPSS

Tableau

Excel

Access

Job description

Northwestern Mutual invites qualified professionals to join our team as a Senior Client Insights role focused on turning client understanding into actionable strategies. You will partner with marketing, product, and digital teams to build an insights function and drive client experiences.

Responsibilities include leading ad-hoc analyses, delivering actionable reports, and owning the NPS program. You will develop tracking, dashboards, and benchmarking to elevate client satisfaction across