Assistant Director, Customer Experience

AD Marketing - MC07AE

We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.

Assistant Director, Customer Experience

Do you want to help our businesses identify opportunities to improve agent/broker and customer experiences with us? Do you thrive in strategic thinking environments where you can help improve business outcomes by exploring areas to drive change and delight our partners and clients? Customer Experience (CX) may be the opportunity for you to grow your career. We're looking for an Senior Customer Experience Consultant to help us manage our voice of customer tools and deepen the CX culture for Middle & Large Business and Global Specialty. In this role, you'll have the opportunity to help drive our customer-centric culture forward, partnering across the company with both the enterprise CX organization, line of business partners and the marketing & communications team. Reporting to the Director of CX for Middle & Large and Global Specialty, you'll use your passion for solving problems to promote better customer experiences while learning and supporting all aspects of the program including VoC/insights, data, metrics & reporting, and leading the transactional VoC platform (Medallila) for new implementations and overall monitoring.

• Lead the reporting and analyzing of health metrics including the identification of trends and insights to develop action plans from VoC feedback to enhance the customer experience.
• Lead and act as the SME/key point of contact of all transactional Medallia implementations, requirements, enhancements and internal learning sessions across Middle & Large and GS, along with being the data point of contact for broader customer data integrations.
• Support Enterprise and Line of Business CX projects as needed, including but not limited to project management (scope, timeline, costs, risks/issues, etc.), change management (communication and training planning and execution) and partnering with technology teams to deploy new or improved customer listening posts.
• Conduct analysis to reveal VoC trends and insights to share with the business to continue optimization of experiences.
• Partner with Enterprise Customer Growth/CX team and Agile team to gather business requirements and quantify CX benefits related to program enhancements as part of the Agile prioritization process.
• Partner with business to ensure ongoing utilization of VOC feedback and compliance with the close loop process.
• Partner across the end-to-end value chain leads to drive holistic CX insights through transactional VoC insights and scorecard creation.
• Support and execute CX-related projects, based upon CX/research insights, to drive an enhanced customer experience with agents/brokers or policyholders.
• Effective collaboration and contribution to the CX VoC Community of Practice.
• Accountable for monitoring, reporting, and actioning on CX performance in Middle & Large l and Global Specialty.

• Fluent in a wide range of customer experience measurements including (NPS, oSAT)
• 5+ years of experience in a corporate environment with customer experience or customer-oriented experience preferred
• Deep experience reviewing reports and data to identify insights and hypotheses for testing and driving new and enhanced customer experiences
• Demonstrable experience translating business objectives into tangible plans, actions and results
• Creative thinker, problem solver, well organized, and extremely detail oriented. Effective project management skills, with the ability to manage multiple assignments and adapt to changing priorities. Intrinsically motivated to act with a sense of urgency.
• Strong verbal, written and presentation communication skills that translate into delivering insights to various audiences and leadership levels.
• Experience in financial services, business insurance, business-to-business and/or customer experience a plus.
• Ability to understand business strategies and goals and CX can influence greater outcomes.
• Experience in agile and project management methodologies a plus.

• Project management leadership, including ability to manage multiple projects/work-streams and to identify intersections and implications
• Intellectual curiosity and discipline using data to drive objectives, priorities, results
• Team oriented and strong builder of partnerships with appreciation for leveraging variety of skill sets to achieve goals
• Comfortable with reasonable ambiguity, to identify its sources and to drive appropriate clarity.
• Excellent written and verbal communication skills, with the ability to understand audiences, tailor messages and influence outcomes
• Collaborative style focused on engaging with the right resources and skills, regardless of where they may sit.