The Head of Customer Experience reports to CMO. This leader will be responsible for a wide range of areas including strategy, day-to-day digital operations and longer-term build and implementations of CX priority initiatives.
They are responsible for defining strategy around solutions and improvement to ensure customers interactions are effective and consistent across various channels.
This executive role will be responsible for the end-to-end cross-functional views of customer journeys to drive continuous improvement.
This role will work with functions across the enterprise to ensure that customer experience is consistent through all consumer- and customer-facing touchpoints while maintaining differentiated insights and strategies.
Manage a team that focuses on Customer Experience, Customer Journeys, Customer Self Service web and mobile App, and Cross-channel journey coordination w / Service Ops,Claims, Distribution and others.
BUSINESS ACCOUNTABILTIES :
The Head of Customer Experience Owns "as is" customer journey maps (e.g. onboarding, renewals, billing, etc.) by reviewing current state practices that exist today.
Designs "to be" journeys using research, analytics and customer behaviors to understand key trends, root cause issues and customer needs, while aligning to the enterprise-wide customer experience strategy.
Works with key business partners to design target customer journeys and identify and prioritize key improvements required to achieve them (e.
g. Billing and Renewals processes).
Works across the business to activate and operationalize prioritized changes to customer journeys, including running pilots, change management process, tracking success and impact of specific changes and codifying / sharing key learnings.
Communicates with and manages stakeholders directly involved in ongoing customer.
KEY TASKS & ACCOUNTABILITIES :
Build customer journey strategy and plan to drive customer retention and loyalty engage organization in managing customer relationships, revenue, and profit.
Demonstrate a deep understanding of the customer through research, analysis, and customer journey / design influence cross company agreement on how to deliver greatest value to customers.
Support leaders in their role as cultural leaders in the transformation journey while building a competency strength in customer-centricity.
Enhance customer retention and loyalty through the achievement of operational plan goals and metrics (e.g. NPS targets, plan targets for GWP / cross sell, etc.)
Guides customer experience vision and strategy, including and delivering the customer experience roadmap for execution of key initiatives and capability builds.
Lead a culture of operational excellence and continuous improvement with prioritization and high-level milestones.
Establishes and maintains / monitors current customer experience trends and insights across the discipline, and any implications for Farmers based on industry practices.
Responsible for communications to broader enterprise on customer experience initiatives and outcomes, including preparing materials for executive and board-level audiences.
Ensure customer experience team is driving successful implementation of Agile to enhance collaboration, speed-to-market and quality across the enterprise.
Collaborates with key stakeholders throughout the enterprise to raise broader questions about product, sales, service, claims channels, technology and organizational design based on customer / agent experience impact.
QUALIFICATIONS / EXPERIENCE :
Bachelor’s degree from accredited college or university
MBA preferred but not required
10 years in customer experience with proven track record of driving results (e.g. retention, loyalty, etc.)
Demonstrated leadership, including influence outside of immediate function
Experience leading transformational and change effort across a large / mature company
Regulated environment (not a requirement, but an asset)
Innovative leader with deep understanding of customer experience landscape
Broad, conceptual strategic thinker capable of creating a vision and path forward
Strategic planning and track record of developing and implementing large scale change initiatives to improve omni-channel performance
Experience design and process engineering leverages data and analytics to identify customer touch points and journey maps in core enterprise processes
Project management and business architecture defines and maintains standards for project management within Farmers Insurance Group
Business architecture develops and maintains capabilities in line with Farmers strategy
Change management successfully drives transformational change across organization through interpersonal skills, superb leadership, influencing and facilitation skills
Effective communicator who communicates and presents in a clear and compelling manner
Demonstrated ability to execute and produce results
Strong leader who hires, develops and motivates diverse teams of people with multiple perspectives and talents
TECHNICAL SKILLS :
Analytical perspective and track record of leveraging insight and data analysis (e.g. design thinking, NPS, customer journey maps, etc.)
Business architecture and re-engineering
In depth functional knowledge of CRM applications (e.g. Salesforce) and uses; mobile strategies, web services emerging digital technologies and customer analytics