Measurement & Metrics Analyst

Are you passionate about driving innovation in the insurance industry? Do you thrive in a collaborative environment where your ideas can shape the future of operations? You can drive the delivery of projects, have a high level of organizational sensitivity, strong analytical skills and ability to bring planning and structure. You know success comes from execution.

What you are going to do

As the Measurement & Metrics Analyst within Digital and Frictionless Journeys, you will work closely with the Central Business Owner and several other team members to provide the right insights to guide the evolution of the program

Our workstream's goal is to establish state-of-the-art and AI-enabled digital and frictionless journeys, optimized both for efficiency as well as customer satisfaction.

To realize this transition, we focus our investments to:

• Create strong self-service capabilities and move the majority of our interactions to being digitally enabled
• Simplify and automate our processes, focusing on selected journeys to industrialize
• Share across our business' selected technology components with the goal to unlock our economies of scale and improve time-to-market
• Embed (generative) AI to enable employee productivity, increase automation and improve customer interactions

In your role, under the guidance of the CBO you will help develop the right mechanisms to track our progress against our aspirations. This includes working with Operations Champions to put the right tools / BI into place, drawing insights from regular reporting, using these insights to shape management conversations, and helping inform continuous improvement efforts. Some ad-hoc analyses may also be required depending on the nature of the enquiry.

What we offer you

NN invests in an inclusive, inspiring work environment and in skills and competences for the future. We match this with employee benefits that are in line with what is needed today and in the future. This way, we offer our employees the opportunity to get the best out of themselves. We offer you:

• A unique opportunity to play an important role in an international transformation programme
• Collaborative opportunities with top-tier technology and business leaders
• You will be exposed to diverse tech landscapes and best practices
• Recognition and growth in a forward-thinking organisation

We offer this job fully remote as a virtual assignment. As part of this role, you will have an employment contract under the local collective labour agreement (CLA) from one of the 11 countries where NN operates. This means you can apply for the job if you reside in one of the countries where NN is located (Netherlands, Belgium, Czech Republic, Poland, Slovakia, Hungary, Romania, Spain, Greece, Turkey, Japan). Once we know from which country you will perform the job, we will be able to inform you better about the local employee benefits.

Who you are

You know how to work in an Agile environment where collaboration, and continuous improvements are the foundations. Additionally, you possess:

• Bachelor’s degree in business, economic, data science, engineering or related fields
• Fluent/Advanced English is a must
• Minimum of 3-5 years experience in a business intelligence / competitive analysis role - ideally within the financial services / insurance industries / strategy consultancy
• Comfort with business intelligence tools (e.g. Power BI, Tableau) and business analysis tools (e.g. Excel, using Co-Pilot) is a must
• Experience developing and operationalizing dashboards - especially in a multi-territory / multi-BU environment - is a plus
• Prior experience working with customer oriented metrics (e.g. CES, NPS), channel-related metrics (traffic, contacts, human and assisted capacity, contact center and chat bot metrics), financial metrics (e.g. costs, profitability), and operational efficiency metrics (e.g. vol/FTE, etc.) would be highly beneficial
• Should possess strong verbal and written communication skills to translate reported data & insights into business impacts / considerations

Who you will work with

Sitting within the Future Ready program in the Digital & Frictionless Journeys Central team, you will work with:

• Diverse teams within NN International, covering 8 business units (Poland, Belgium, Greece, Hungary, Slovakia, Czech Republic, Romania, Spain)
• Partner with key business stakeholders in Insurance International regional office as well as the centrally driven Value Management Office
• Product owners and technology experts within NN Insurance International and NN Group
• Delivery squads in NN’s Data & AI Hub to help deliver these initiatives into the various territories
• External partners and collaborators.

Any questions?

If you have any questions about the job, you can reach out via email to Mukund Rajan (Head of Customer Journey International) Mukund.rajan@nn-group.com. Any questions about the process can be directed to Mirjam Dungen, (Talent Acquisition Specialist) via mirjam.dungen@nn-group.com.