Date Open: November 4, 2009	Date Closed: Until Closed
Description: Customer Insight Director	Department: Product Development
Job Status: Salaried, Exempt, Full-Time	Location: Seattle Office
Reports To: Vice President, Product Management	Direct Reports: No One

POSITION SUMMARY: As a key member of the senior management team at Milliman Care Guidelines, the Customer Insight Director will serve as the .Voice of the Customer. by leading in (1) developing a thorough understanding of Milliman Care Guidelines. client profile, including behavior, needs, and trends, (2) identifying where the most profitable opportunities exist, and (3) formulating strategies and action plans to address identified market opportunities based on customer intelligence.

The Director will develop an in-depth understanding of customers. perceptions, behaviors, and preferences through research methodologies and business analytic techniques, generate actionable customer-related insights to influence business decisions and maximize business value, identify and recommend business opportunities, provide an assessment of key business drivers to improve the customer experience, ultimately leading to customer loyalty for the company's brands and products, and contribute to driving the customer's voice throughout the organization.

Milliman Care Guidelines Major Responsibilities

1. Build .trusted relationships. with customers and internal staff in order to obtain data to develop the best possible understanding of their business so that Milliman Care Guidelines can offer effective advice and delivery of products and services.

2. Identify actionable customer insights and translate them into clear strategic recommendations for the business.

3. Uncover unmet and emerging customer needs and related product and service opportunities.

4. Set the strategic direction and gain alignment for the use of customer insight data in all functional areas.

5. Design, lead, and implement client research projects to better understand customer profile, which includes motivations, behaviors, and needs, by leveraging internal tools and resources and third-party research assistance as appropriate.

6. Work effectively with outside research suppliers to frame, conduct, interpret, and act on pertinent consumer studies

7. Conduct analysis and synthesis of the information obtained to proactively identify business opportunities, threats, and challenges and derive recommendations for input into division.s strategic planning.

9. Communicate findings across the organization with recommendations on business application and impact in order to drive better business decisions on mid- to long-range strategy. Reinforce customer-centered service and decision making.

10. Collaborate with other members of the Milliman team to coordinate projects and leverage expertise and findings, ensuring cross-functional, integrated solutions. Work with diverse teams to integrate research findings and models into company operations.

11. Identify and investigate new research methods and data sources to continually improve the value of customer insights to the organization.

Experience Required:

1. Seven or more years marketing research or advertising experience in senior consulting or product management position in a business-to-business environment with an emphasis on driving customer insights.

2. In-depth knowledge and understanding of different research methodologies and data analysis techniques.

3. Superior analytic expertise; talent as a strategic thinker with high-level understanding of research and analysis; ability to translate information into succinct, actionable, and strategic recommendations.

4. Knowledge of market research methodologies, including statistics, research design, marketing, and product development applications.

5. Possess a broad healthcare business perspective: have in-depth knowledge of the healthcare market, industry, and organization, and their impact on work processes and deliverables.

6. Possess excellent communications skills.proven ability to communicate ideas and recommendations at all levels in the organization and across functional boundaries.

7. Demonstrate high attention to detail and solid organization, project management, and planning skills.

8. Exhibit strong problem solving, analytical, and critical thinking skills.

9. Strong relationship-management skills, including an ability to build rapport with remote and office-based departments and employees

10. Healthcare experience preferred.

11. Strong exposure to and knowledge of Milliman Care Guidelines products and services.

12. Air travel and overnight lodging, approximately 50% of the time.

Education or Training: Bachelors degree in marketing, business, or related discipline. Preferred: MBA

Interviewing Manager(s): Vice President, Product Management

If you are interested in this position, please contact:

Stefon Ricard, Human Resources

719 Second Avenue, Suite #300 - Seattle, WA 98104

Fax: (206) 341-9481 or E-Mail: Stefon.Ricard@Milliman.Com

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