Senior Analyst, Customer Experience

OGC Global is a boutique customer experience and market research consultancy that helps leading organizations understand their customers, improve experiences, and make better business decisions.

We are looking for a Senior Consultant, Customer Experience Insights to join our team and support a key Life Insurance client. This role combines analytical expertise, strategic account management, and project leadership. The Senior Consultant will act as a trusted advisor to the client while coordinating internal resources and project workflows to ensure the successful delivery of client work and the continuous growth of the partnership.

The Role

The Senior Consultant will serve as the primary day-to-day contact and strategic partner for the client, taking full ownership of the account's health and assigned project workstreams. They will be responsible for understanding overarching client objectives, nurturing and expanding the client relationship, guiding the analytical approach, managing timelines and deliverables, and effectively orchestrating the internal resources required to support the work.

Key Responsibilities

Account & Client Management

• Act as the primary point of contact and trusted advisor for key client stakeholders, building long-term, strategic partnerships.

• Navigate complex client organizations to map key stakeholders, build alignment, and deepen relationships across multiple departments.

• Lead and facilitate executive presentations, strategic planning sessions, and regular business reviews (e.g., QBRs) to demonstrate ongoing value.

• Proactively identify opportunities for account growth, anticipating client needs and recommending expanded services or new research workstreams.

• Manage client expectations regarding project scope, timelines, and deliverables, skillfully navigating scope creep, addressing escalations, and ensuring high client satisfaction.

Project & Resource Management

• Lead assigned client projects and workstreams from initial scoping and planning through final delivery.

• Maintain project plans, timelines, milestones, and deliverables, ensuring optimal resource allocation and project profitability.

• Monitor project progress, proactively identifying and resolving risks, bottlenecks, or operational challenges before they impact the client.

• Manage multiple workstreams and priorities simultaneously, coordinating seamlessly with cross-functional internal resources, subject matter experts, and research teams to deliver high-quality work.

Insights & Strategy

• Analyze quantitative and qualitative research data to identify meaningful trends, translating complex findings into actionable business recommendations.

• Develop, review, and deliver high-impact client-facing presentations, reports, and strategic deliverables.

• Champion customer experience, market research, and customer journey initiatives that align with the client’s strategic goals.

• Develop deep subject matter expertise in the life insurance industry, staying ahead of customer needs, product innovations, and market trends to provide proactive advisory.

Requirements

• 4–7+ years of experience in account management, management consulting, market research, or customer success.

• Proven track record of managing complex client relationships, driving account retention, and identifying opportunities for account growth.

• Experience working with financial services and/or insurance clients; life insurance experience strongly preferred.

• Strong commercial acumen with experience negotiating project scope, managing client expectations, and navigating multi-stakeholder environments.

• Exceptional project and resource management skills, with the ability to orchestrate cross-functional teams and complex deliverables without direct reporting lines.

• Excellent client communication and executive presentation skills, with the ability to convey complex data compellingly.

• Strong attention to detail, proactive problem-solving skills, and the ability to manage multiple priorities independently.

• Strong proficiency in PowerPoint and Excel; experience with research and analytics platforms is a plus.

• Comfortable working in a fast-paced, client-focused consulting environment.