Digital Service Experience Product Owner

You are a driven and motivated problem solver ready to pursue meaningful work. You strive to make an impact every day & not only at work, but in your personal life and community too. If that sounds like you, then you've landed in the right place.

Digital Service Experience Product Owner

DESCRIPTION:

Are you excited by transforming digital customer experiences? Do you enjoy advocating for the customer and helping to execute market leading digital and technology experiences and new capabilities?

The Hartford is seeking a digital professional to support its online self-service channels and be the Product Owner for key digital initiatives. The incumbent will be responsible for maximizing the value of the Commercial Lines "My Account" customer service portal and "EBC" (agent) platforms as products through strategic and tactical product decisions. In this role, he/she will work with research, analytics, marketing, IT and user experience design teammates to develop customer insights, define opportunities, create and test hypotheses and execute new and optimized digital experiences in order to drive digital adoption. The individual will contribute to the digital strategy and roadmap, define customer journeys and lead agile work streams and teams. The role is cross-functional in nature and includes partnering via co-located Agile/scrum teams (both onshore and offshore). The qualified individual will have the opportunity to influence a key pillar of The Hartford's business a make a meaningful impact on the customer experience.

In order to be successful in this role, the individual needs to have a high level of self-motivation, curiosity and ownership. Passion for customer experience and bias for data-driven insight to guide decisions and actions are crucial. Outstanding communication skills, both verbal and written, and a clear preference for working collaboratively in a team environment are essential. This role demands a high performing individual contributor who is able to balance multiple responsibilities and priorities. The role will report to the AVP of Digital Service within the Enterprise Marketing organization.

RESPONSIBILITIES:

• Responsible for partnering with IT and other resources to oversee and manage the execution of digital enhancements and projects to ensure experience and business objectives are met.
• Accountable for driving digital adoption with strong collaboration with IT, Operations and Process partners.
• Responsible for prioritizing and grooming the product backlog (1-2 scrum teams) with the support of the product manager in order to ensure proper feature roadmap alignment.
• Oversee and manage the day-to-day health of sites including monitoring of key experience metrics, identifying and management production support concerns, and implementation of maintenance items. Ensure on time and on budget delivery of new capabilities.
• Partner with key stakeholders to set priorities for experiences, enhancements and capabilities needed to achieve targeted results over time. Achieve consistent, measurable results (cost-benefit analysis).
• Perform analysis and determine trends. Assist with tracking and reporting on key metrics of digital performance - including online and offline data and voice of the customer.
• Stay current on internal, competitive and industry technology trends in order to be viewed as a subject matter expert and to help guide work.

QUALIFICATIONS:

• Minimum 3 years of experience in agile/product ownership, digital, marketing, technology, or related field.
• Self-motivated individual with demonstrated ability to handle multiple high-priority demands, manage expectations and achieve objectives.
• Strong individual contributor who can work in a team environment and navigate effectively with different constituencies in achieving goals.
• Ability to clearly articulate business requirements/user stories and translate business needs into digital experience solutions.
• Demonstrated experience leading process optimization initiatives and/or process improvement skillsets (e.g. Six Sigma)
• Experience with analytic tools - google analytics, glassbox, tableau and AB / Multivariate testing software a plus
• College degree required with a business, marketing/advertising, IT or closely related major.

The Hartford is proud of our achievements recognized with the following accolades:
- Worlds most Ethical companies - 13 years in a row
- Best places to work for LBGTQ+ - 14 years in a row
- Scored 100% on the Disability Equality Index (DEI) and was recognized as a 2021 DEI Best Place to Work for Disability Inclusion
- Forbes #1 P&C insurer and #11 overall for Diversity

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:

81,440 - 122,160

Benefits

Our company's success is due to our employees' dedication and passion for their work. They are our greatest asset. That's why we are committed to offering employees and their families a comprehensive benefits package and award-winning well-being programs. By helping our employees achieve their full potential, we unlock our own. Visit https://www.thehartford.com/careers/benefits for details.

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

Product Analyst - BA08BE

Skills: