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Subrogation recovery is increasingly vital to a company's bottom line. Maximizing recovery requires efficiency and cost containment, which are best achieved when the industry has a common standard for sending and receiving subrogation demands. E-Subro Hub is that standard.

 

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Member Satisfaction and Market Research Supervisor

Description

The Member Satisfaction and Market Research Supervisor contributes to AF’s accomplishments and success by coordinating and conducting complex and non-complex market research, including qualitative and quantitative studies, to understand and measure member satisfaction, behaviors, and preferences. The purpose of the role is to evaluate the effectiveness of potential and current member solutions (products and services), and/or member experience impacts to business decisions and strategies. Conducting research, performing analysis, and collaborating with business subject matter experts to turn data into actionable insights is a substantial aspect of this position. In addition, this role involves monitoring voice of the member data for trends and events and making recommendations that enable the organization to improve the member experience and business strategy.

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Primary Job Functions

The Member Satisfaction and Market Research Supervisor will work independently with internal and external contacts on multiple market research projects/assignments and has latitude for making decisions or taking actions. He or she provides feedback on department performance metrics and may provide guidance to direct report(s) or departments. Additional duties and responsibilities include independently planning and leading more complex market research projects through cross-functional engagement, and thought leadership of key customer insights and pain points.

The Member Satisfaction and Market Research Supervisor will conduct all phases of market research, including sample selection, data collection, data analysis, and presentation of results and recommendations. He or she works directly with potential vendors to conduct various types of qualitative and quantitative market research studies and assists in preparing vendor selection recommendations. The position manages the external consultant vendors to complete work as outlined for market research projects and daily work processes, utilizes organizational relationships and leadership skills to resolve issues to ensure company goals and research requirements are met. Provides guidance and input on overall portfolio of member satisfaction/market research. 

Daily work processes include managing and/or executing AF’s member satisfaction surveys (external), development, implementation, and grading/reporting of AF employee surveys, quizzes, and tests (internal) and all related processes. This position serves as a subject matter expert (SME) in reporting of member feedback data for any projects, initiatives, and the weekly corporate goal-level member satisfaction surveys.

This position is accountable for evaluating potential customer satisfaction survey vendors, serving as research and statistical liaison to these vendors and AF’s market research consultant, managing day-to-day verification and monitoring that all survey processes, sampling, quotas, redundancy, and accuracy are followed.

The Member Satisfaction and Market Research Supervisor will oversee market research statistical data analysis and reporting on insurance industry trends.
 

Key Competencies

Knowledge/skills/abilities (KSA) required include, but are not limited to, the following:
  • Advanced knowledge of market research, data analysis, sampling, statistical and analytical principles, and techniques and procedures
  • Advanced knowledge of net promoter score and survey processes
  • Advanced knowledge of MS Excel, proficient in Microsoft Office – Outlook, Word, PowerPoint, etc.
  • General understanding of the insurance industry would be advantageous in understanding how arbitration fits within the industry and how AF administers its programs

Qualifications and Experience

BA/BS/Master’s degree (or commiserate experience) in market research, data analysis, statistical work, or a related field (such as statistics, math, or computer science).


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