Manager Intake Call Notes:
Max Bill Rate: ***
Engagement Type: Contract (ongoing), approximately 40 hours/week, with flexibility depending on program cycle
Location: Remote, Eastern or Central time is preferred
Contract to Hire: Not at this time
Interview details: Two rounds by video, about 45 minutes each, with the HM and one or two market research colleagues.
Supporting a specific project? Yes.The role supports our Broker and Client NPS & Satisfaction programs for GRS NA and Global Surety. The contractor will start by assessing how the programs are run today and recommending the right balance of in-house oversight and vendor execution, then own delivery within the agreed scope. There is also an opportunity to identify and run ad hoc marketing-specific research.
What stands out on a resume:
Experience independently running NPS or relationship/loyalty tracking programs end-to-end, ideally B2B
Experience managing external research vendors
Working knowledge of Qualtrics, enough to review and QA vendor-built surveys and dashboards
Experience building or recommending research operating models (in-house vs. vendor)
History of presenting findings to senior leaders and reporting into executive scorecards
Multi-country or multilingual research experience is a plus
Immediate disqualifiers:
Primarily analyst-level or execution-only experience, without program ownership
No NPS or relationship/loyalty research background
No familiarity with Qualtrics
Unable to commit to roughly 40 hours/week on average
Fewer than about 7 years of relevant experience
Industry preference: Commercial insurance, reinsurance, or brokerage experience is preferred but not required. Financial services and other B2B professional services backgrounds are welcome.
Day to day:
Managing the timeline and workplan for the Broker and Client NPS programs
Working with Distribution, Underwriting, Surety, and Client stakeholders on survey content, contact lists, and priorities
Directing the research vendor on Qualtrics programming, fielding, and data quality, and QA'ing their work
Overseeing data analysis and key driver analysis
Building executive-ready results, scorecard submissions, and presentations
Coordinating with regional research colleagues on methodology and reporting standards
Scoping and running ad hoc marketing research as needs arise
Market Research Contractor GRS NA Broker and Client NPS Programs
Overview
Global Risk Solutions North America (GRS NA) is seeking an experienced Market Research Contractor to lead assessment and delivery of its Broker and Client NPS & Satisfaction programs, while working within the cross-business measurement and reporting framework. This is a senior, hands-on role for someone who has built and run B2B relationship/loyalty measurement programs before and can bring that expertise to bear immediately: evaluating our current approach, recommending a sustainable operating model, and then owning execution within the agreed scope.
The contractor will partner with established program owners across GRS to align on common methodology and enterprise reporting, while respecting regional ownership, program-specific requirements, and local delivery models.
Key Responsibilities
Program Assessment & Operating Model
Independently assess the current Broker and Client NPS programs, including survey design, sampling approach, vendor scope, platform usage, and reporting process, and identify gaps and opportunities
Evaluate and recommend a go-forward execution model: what should be run in-house vs. outsourced to external vendor(s), and the rationale behind it
Identify and evaluate external vendor/resource options, including scope, cost, and capability fit
Evaluate how Client's enterprise Qualtrics platform (already available/licensed) can be leveraged, and recommend the right balance of internal oversight vs. vendor-managed execution, with platform strategy, governance, and final operating-model decisions remaining with the relevant Liberty program and platform owners
Present a clear, defensible recommendation to leadership and program owners, and continue to refine it as the programs mature and business needs evolve
Program Leadership & Execution
Own end-to-end delivery of the Broker and Client NPS programs within their agreed scope (initial scope to be revisited as program ownership evolves), and support cross-business alignment through the established governance forum
Serve as the senior point of contact for business stakeholders (Distribution, Underwriting segments, Surety, Client teams, etc.), advising on survey design, core experience drivers, and segmentation strategy based on best practice
Direct the external vendor relationship, holding them accountable for Qualtrics programming, fielding, translations, dashboard build-out, and data quality
Review and QA vendor-executed survey logic, dashboards, and data outputs in Qualtrics to ensure accuracy and alignment with business needs
Lead contact list strategy and validation in partnership with business stakeholders
Oversee data cleaning, coding, tabulation, and key driver analysis, ensuring rigor and defensibility of findings
Craft executive-ready narratives, segment-level insights, and dashboards that drive action, not just reporting
Lead socialization of results with GRS NA leadership, Division leads, Client stakeholders, and the Business Alignment team for scorecard reporting
Facilitate alignment with business and regional program owners on common methodology, reporting standards, and best practice.
Collaborate with other program owners on the development and delivery of high-level results for GRS leadership scorecards, ensuring timely, accurate, and defensible reporting against key client experience metrics
Identify, develop, and execute ad hoc marketing-specific research initiatives beyond the core NPS programs, bringing recommendations to leadership on where additional market sensing could add value
Qualifications
" 7 10+ years of market research experience, with a proven track record of independently running NPS or relationship/loyalty tracking programs end-to-end, ideally in B2B or financial services
" Commercial insurance, reinsurance, or commercial brokerage experience preferred
" Strong working knowledge of Qualtrics required: able to review, QA, and direct vendor-built surveys/dashboards; hands-on programming not required, as execution will be vendor-managed
" Demonstrated experience designing and defending research operating models (in-house vs. vendor-supported) to senior stakeholders
" Deep expertise in survey design, sampling methodology, and key driver analysis
" Experience managing and holding accountable external research vendors, including evaluating vendor options/RFPs
" Experience operating within matrix governance structures, balancing global consistency with regional relevance
" Experience with multi-country and multilingual B2B research, including translation QA and cross-market scale equivalence
" Experience reporting small or uneven samples responsibly and protecting trend continuity when methodology changes
" Strong executive presence; able to translate data into clear, actionable narratives for senior leaders
" Comfortable operating with a high degree of autonomy and influencing senior stakeholders across multiple business segments without close direction
EEO:
Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.