Job Summary

• Leads efforts to develop solutions and then work with key partners to build and implement them.
• Develops the complete design of customer and supporting processes, to build and/or deploy key tools to monitor, diagnose, predict, and activate customer experience insights.
• Identifies and prioritizes customer experience improvement initiatives.
• Makes recommendations based on market research and competitive analysis from both within and outside the insurance industry to support product development and go-to-market strategies across channels.

Essential Job Functions

• Uses analytical knowledge and program/project management best practices to sponsor key transformation projects, as the main business owner, or Agile Product Manager to lead cross-functional projects prioritizing work in backlogs, and drive for products that deliver to our experience expectations.
• Communicates project deliverables to key stakeholders across the Enterprise to include Senior Executive Management.
• Responsible for defining strategy, requirements, prototyping, testing, training, support procedures, communications and implementation.
• Serve as an integrator between business needs and technology solutions, helping to deliver tools and methodologies to align with enterprise goals and objectives.
• Proficiently lead conversations with the executive management within the organization, and inspire clear ideas and actions.
• Collaborate with enterprise stakeholders to develop and prioritize epics and features.
• Leverage customer/partner research and data and analytics to bring analytical capabilities to market for both internal users and to optimize customer experiences.
• Monitor and track market trends within the insurance industry and other verticals affecting customer experience capabilities and customer’s experience expectations.
• Applies advanced knowledge of analytics and tools to drive change with partners to create/enhance Customer Experience capabilities.
• Develop pilot measurement plans and implementation control plans with Customer Analytics to articulate benefit attribution based on customer experience enhancements or new capabilities.
• Assists with planning process by leading analysis and producing cost-benefit analysis for proposed Customer Experience projects.

Education Requirements

• High School Diploma or equivalent required.
• Bachelor's degree preferred.

Experience Requirements

• Five plus years experience required with extensive relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change.
• Six plus years combined experience required in analytics, performance reporting, and/or process improvement.
• Advanced project and process management experience.
• Agile preferred.

Additional Qualification

• Possesses strong technical aptitude. Intermediate knowledge in using analytic tools such as Tableau and Microsoft Excel.
• Proficient in Microsoft Office including MS Word, Excel, Outlook, PowerPoint.
• Strong verbal communication and listening skills.
• Strong business acumen, with effective written and verbal communication skills.
• Ability to communicate, influence, and deliver with cross-functional teams and enterprise stakeholders
• Ability to manage multiple projects with tight deadlines effectively with cross functional teams.