Senior Specialist, Customer Experience

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.

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 senior specialist 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 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 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.

Responsibilities:

• 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.
• 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 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.
• Conduct periodic requests to analyze customer survey responses using excel pivot tables and charts to influence operational and digital improvements.

Qualifications:

• 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.

Desired Traits:

• 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 understand audiences, tailor messages and influence outcomes
• Collaborative style focused on engaging with right resources and skills, regardless of where they may sit.

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:

$69,200 - $103,800

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

About Us | Culture & Employee Insights | Diversity, Equity and Inclusion | Benefits

Sr Spec Customer Experience - MQ08CE

Skills: