What are the responsibilities and job description for the Customer Insights Analyst position at Physicians Mutual?
At Physicians Mutual, we believe listening to our customers is how we deliver on our promise. As our Voice of the Customer (VoC) Customer Insights Analyst, you’ll play a key role in shaping how we understand, interpret, and act on customer feedback across the enterprise.
This is a highly visible, strategic role where you’ll connect insights to action, helping leaders make informed decisions that improve customer experience, strengthen loyalty, and drive long-term growth.
Responsibilities:
- Lead and evolve our enterprise Voice of the Customer (VoC) and Customer Experience (CX) programs across all lines of business
- Design and manage multi-channel feedback programs (surveys, qualitative research, digital and contact center insights)
- Integrate data across platforms to create a holistic view of the customer journey
- Translate complex data into clear, story-driven insights that influence executive decision-making
- Build and sustain closed-loop feedback processes that drive measurable improvements in satisfaction, retention, and loyalty
- Partner cross-functionally with Marketing, Operations, Product, and Technology to embed customer insights into strategy and execution
- Coach teams to strengthen customer-centric thinking and decision-making capabilities
- Serve as the internal expert on CX tools, governance, and best practices
- Manage vendor relationships to ensure data quality, compliance, and strategic alignment
Qualifications:
- Bachelor’s degree or equivalent experience in Marketing Research, Data Science, Psychology, Business, or a related field
- 4–8 years of experience leading customer experience, VoC, or market research programs
- Experience managing large, multi-step initiatives across cross-functional teams
- Strong background in survey design, qualitative research, and data analysis
- Proven ability to translate insights into actionable business recommendations
- Experience influencing stakeholders across multiple functions and levels
- Hands-on experience with CX platforms such as Qualtrics, Medallia, Verint, or similar tools
- Strong communication and storytelling skills with the ability to simplify complex insights for diverse audiences
Why This Role Stands Out
- Enterprise visibility and influence
- Direct impact on customer experience and business outcomes
- Opportunity to build and shape how Customer Insights are used across the organization
About Us
Health. Life. Retirement. The Physicians Mutual family empowers people from all walks of life to enjoy the financial security they deserve. That’s what Insurance for all of us® is about.
The Physicians Mutual family includes Physicians Mutual Insurance Company, Physicians Life Insurance Company and Physicians Select Insurance Company. Physicians Mutual offers reliable dental and supplemental health insurance, and pet insurance. Physicians Life provides important life insurance, Medicare Supplement insurance and coverage for funeral pre-planning. Physicians Select Insurance Company additionally offers exclusive Medicare Supplement insurance.
Since our start in 1902, our dedication to delivering on our promise has helped make us one of the nation’s leading health and life insurance providers. In fact, we are rated in the top 1% of insurance companies. We consistently maintain some of the highest financial strength ratings in the nation from independent insurance analysts, including A.M. Best Company and Weiss Ratings, ensuring we’ll be there for our policyowners and our employees far into the future.
But the achievement we’re most proud of? We have a 95% customer satisfaction rating — a true sign of a company dedicated to embodying its vision.