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Current vacancies

Customer and Behavioural Insight Lead

Boston, MAProduct (UK)Permanent (Full-Time)Customer Experience

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Simply Business is more than our name. It's how we approach insurance: Make it clear. Make it simple. Make it affordable. By combining exceptional talent, technology, data, and knowledge, Simply Business is the go-to online insurance brokerage that protects small businesses and the entrepreneurs who work hard to build them. 

We want team members who have the drive to challenge boundaries. If you’re smart and passionate about delivering brilliant customer experiences, we’d love to hear from you.

We need a Customer and Behavioural Insight Lead to join the CX team.

The Customer and Behavioural Insight discipline is part of the Customer Experience team. The team that defines how our customers, insurers and agents/consultants interact with Simply Business’s products and services end to end. 

The Customer and Behavioural Insight team will be a new team at Simply Business, unifying our customer insight and behavioural insight disciplines. The ambition for this newly-formed team is to move from having a tactical impact on the business to a more strategic influence.

As a Customer and Behavioural Insight Lead you’ll:

  • establish and deliver a global strategy for how we use customer and behavioural insights to drive improvements to our customer experience as well as influencing future product development and partnership strategy
  • work with stakeholders in both UK and US teams to ensure the customer, and latest scientific evidence, is represented in every business decision

Responsibilities include:

  • shaping the customer and behavioural insights strategy for the organisation to continuously improve our understanding of the UK and US small business insurance customer and micro business markets
  • collaborating with Digital Product, Insurance Product, Marketing and Partnerships teams to understand their objectives and inform their strategies through insight delivery
  • leading the expansion of a global Voice of Customer strategy
  • working with leadership in our User Research and Data team to create a business-wide understanding of our customers’ needs and their behaviours
  • identifying opportunities to design and carry out Randomised Controlled Trials (RCTs) that will seek to measure the behavioural impact of potential interventions
  • recruiting and managing a high performing team, supporting team members personal growth
  • managing the team budget and research vendor/agency relationships
  • providing market context and expertise to the business, leveraging external sources and our relationship with Travellers

What we're looking for:

  • extensive experience in customer insight, behavioural insight or similar roles
  • a management approach that coaches and mentors team members to ensure individuals continuously learn and develop
  • experience conducting qualitative and/or quantitative research, with a robust knowledge of evaluation methods and tools
  • strong organisational and communication skills and ability to manage multiple stakeholders
  • preferably someone with experience developing and leading insight teams
  • preferably someone with experience implementing a Voice of Customer strategy
What are the benefits?

Here are some of the great benefits and perks that come from being a Simply Business employee:
• A salary that reflects your experience, our pay policy, and the market we’re in from your first day
• Group plan for medical, dental, vision, and prescription drug coverage
• Short term disability, long term disability, and life insurance coverage
• Participation in the Company’s bonus program
• Participation in 401(k) plan with a 3% employer match
• Commuter benefits to help cut down on parking and public transit costs
• 25 days of vacation time plus 10 sick days and 10 company holidays
• Annual company trip, regular outings, and volunteer opportunities 
• An awesome WeWork office with cold brew coffee and other beverages on tap, local pop-up events, and more 

Simply Business is an equal opportunity employer. We're committed to welcoming and helping to grow employees within an inclusive & diverse culture. And that commitment starts with our interview process. 

Once you apply, your info will be reviewed in a committee with employees from different levels, teams, and experiences. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at SB, so you'll have the opportunity to meet a variety of people throughout the process. Get excited!

Want more info on working at Simply Business? Check out our careers page: https://www.simplybusiness.com/careers/ 

What's going on with work from home and return to the office?

More and more, people are talking about going back to the workplace and the new normal. At Simply Business, we’re thinking of it as a Better Normal. That means offering our SBers more choice and greater flexibility to work in a way that’s best for their particular job, their teams, and their lives.

We’re shifting to a hybrid working model, so we’ll have employees working virtually and in the office at any given time.

We’re also aware there are times when working together in person is the best way to get things done. We expect our SBers to connect in their hubs (that’s what we call our offices) most likely once every few weeks. That said, there’s no one-size-fits-all solution, so we expect all SBers and their teams will find the operating rhythm that works best for them.

If you’re wondering what it might be like for you at Simply Business, our Talent Acquisition is happy to answer any questions. In fact for them, it’s perfectly normal.

Most of our interviews will still take place over Zoom (however, depending on the role, there may be the opportunity/expectation to meet members of the team in-person).  If it looks like you could be a good fit for the role, we’ll ask you to interview on Zoom – you’ll need WiFi and a laptop, or a 4G-enabled smartphone. If you don’t have access to either of these, or you need support with your application, get in touch with us at [email protected] Similarly, please email us with any questions or if you want to pause your application for a bit – we’ll be happy to keep you updated on future opportunities like the one above.
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*Harborway Insurance policies are underwritten by Spinnaker Insurance Company and reinsured by Munich Re, an A+ (Superior) rated reinsurance carrier by A.M. Best. Harborway Insurance is a trade name of Simply Business, Inc., which is a licensed insurance producer in all 50 states and the District of Columbia.

© Copyright 2021 Simply Business. All Rights Reserved. Simply Business, Inc. is a licensed insurance producer in all U.S. States and the District of Columbia. Simply Business has its registered office at Simply Business, 1 Beacon Street, 15th Floor, Boston, MA, 02108. In the state of California, we operate under the name Simply Business Insurance Agency, Inc., License #0M20593. In the state of New York we operate under the name Simply Business Insurance Agency. In the state of Texas we operate under the name, U.S. Simply Business, Inc. For more information, please refer to our Privacy Policy and Terms & Conditions.