Head of Customer Experience
Bristol West Insurance Group
WdlndHills-6303, CA, US
il y a 4j

SUMMARY :

  • 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
  • KNOWLEDGE :

  • 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.)
  • Project management
  • 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
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