Ellen Fischer
Cx Research Lead @Acuity Insurance
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WORK HISTORY
Cx Research Lead @Acuity Insurance
Conduct research to reveal the voice of the customer (agents, policyholders, and employees). Tools used: Survey Monkey Enterprise, Usertesting.com, Excel, PowerPoint, and Word • Write useable reports that tell the data story to help stakeholders make informed decisions • Present reports to varied audiences (in-person and virtually using Microsoft Teams) • Collaborate with customer teams to identify knowledge gaps and conduct subsequent research to identify new product/coverage ideas and bring those to market with multiple iterations of research • Conduct on-site research at conferences/trade shows • Lead brand awareness study utilizing an outside research vendor • Created and manage agency, policyholder, territory director, and underwriter panels as a way to quickly gather insights from their voices • Qualtrics project and implementation lead that recommended Qualtrics as the organization CX (Customer Experience) tool • Member of UX Advancement and journey mapping team • Create an organization CX culture plan that focuses on human centered design
EDUCATION
Concordia University-Wisconsin
Bachelor of Arts, Management & Communication
Concordia University-Wisconsin
Master, Business Administration; Management and Human Resources
ABOUT ELLEN FISCHER
I am a seasoned customer experience and market research professional with over 14 years…
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