Senior Specialist Customer Experience

Sr Spec Customer Experience - MQ08CE

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.

Senior Specialist Customer Experience

Do you want to help our businesses identify opportunities to improve agent/broker and customer experiences with us? Customer Experience (CX) may be the opportunity for you to grow your career. We're looking for a customer experience specialist to help us manage our voice of customer tools and deepen the CX culture for Middle & Large Business and Global Specialty. In this individual contributor role, you'll have the opportunity to partner across the company with the enterprise CX organization, line of business partners, research 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.

• Assist in project management planning, ideation, and test and learns by developing materials, collaborating closely with the Director of CX. Iterate on materials for continuous optimization, gaining VoC/VoE to ensure implementation success.
• Support Enterprise and Line of Business CX projects, including but not limited to project management (scope, timeline, costs, risks/issues, etc.), change management (communication and training planning and execution).
• Support cross-functional teams in the delivery of project goals.
• Obtain input and agreement from subject matter experts and stakeholders.
• Conduct current state analysis and design test & learns to measure problem hypotheses and key assumptions.
• Monitors impact of deployed CX-insight driven changes to validate solution effectiveness.
• Analyze solution design options and recommend future-state to address business problems and deliver improved outcomes.
• Conduct periodic requests to analyze customer survey responses using excel pivot tables and charts to influence operational and digital improvements.
• Support overall CX communication routines.

• 3+ years of experience in a corporate environment with customer experience or customer-oriented experience preferred (Examples: Customer Data, Customer Feedback, Customer Service roles).
• Experience as a project manager and/or business analyst, preferred.
• Demonstrable experience translating business objectives into tangible plans, actions and results.
• Creative thinker, problem solver, well organized, and extremely detail oriented. Ability to manage multiple assignments and adapt to changing priorities. Intrinsically motivated to act with a sense of urgency.
• Demonstrated capability and experience in leading cross-functional teams and projects.
• Experience implementing large-scale organizational change, effectively.
• Process redesign experience 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.