Assistant Director, Mid-large Commercial Customer

4 weeks ago

Hartford, United States The Hartford Full time

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.

Are you passionate about identifying 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 assistant director of customer experience to help us manage our voice of customer tools and deepen the CX culture for Middle & Large Commercial 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 MLC 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 components of technology implementations.

This role will have a Hybrid work arrangement, with the expectation of working in the Hartford, CT office 3 days a week (Tuesday through Thursday).

**Responsibilities**:
- 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.- 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.- Assist in 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.- 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.

Qualifications:
- Minimum of 5 years of property and casualty insurance experience in a corporate environment required- Strategic customer experience or customer-oriented experience preferred- Fluent in wide range of customer experience measurements including (NPS, oSAT)- Experience in financial services, commercial insurance, business-to-business and/or customer experience a plus.- Deep experience analyzing reports and data to identify insights and hypotheses for testing and driving new and enhanced customer experiences- Demonstrated 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.- Ability to understand business strategies and goals and CX can influence greater outcomes- Project management leadership, including ability to manage multiple projects/work-streams and to identify intersections and implications

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:
$98,080 - $147,120

Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

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