Director, Claims Customer Experience and Voice of Customer

Director Customer Experience – MQ06CE

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future. 

Director, Claims Customer Experience and Voice of Customer

ABOUT THIS OPPORTUNITY 

The Claims Director of Customer Experience Management and Voice of Customer (Director of Claims CX) is responsible for collaboratively identifying opportunities to create exceptional customer experiences that further drive competitive advantage as well as increased agent/broker and customer preference, satisfaction, and loyalty. This individual will focus on identifying or validating the characteristics that most significantly affect satisfaction with engagements (human and digital) throughout the claim process and with the overall experience. Working collaboratively with Claims, Strategic Shared Services, Data Science, Digital, and enterprise/business line marketing and communication teams, this individual will develop insights to help the Claims SLT prioritize strategies to improve processes that move customers from detractors to promoters.

The successful candidate will drive focus on how our end-to-end strategy and AI tools affect customer sentiment, engage partners to help inform the design and launch of experiences that generate measurable satisfaction, and shape communication and education strategies related to engagement, deployment, sustainment and success.

This role reports to the head of Claims strategic communication, regularly engages with and presents to senior leaders, and collaborates closely with the Claims P&C and Employee Benefits strategy leads and CX leads across the organization, reporting findings and helping infuse the Claims story throughout our marketing messaging and enterprise narratives.

The role leads the development of comprehensive CX insights for Claims, including the ownership and the management of appropriate voice of customer(VoC) platforms. The Director of CX cultivates and reviews VoC insights via various tools (i.e. Medallia, PowerReviews, qualitative research, NPS studies) on transactional and non-transactional levels, incorporating appropriate insights and research from business lines. The director will also build scorecards and conduct analysis that helps inform business strategy.

Working with senior business leaders and teammates across functions, this individual will utilize data and analytics tools and insights, customer experience management practices, innovation, and design tools to accelerate the adoption of practical changes throughout the claim experience and with marketing, digital, and business line UW/sales channels. This role coordinates closely with the enterprise customer experience team, research team, business strategy leads and underwriting organizations to identify best practices, take advantage of scale, and prioritize areas for improvement.

The successful candidate will be considered the Claims customer experience VoC authority and will partner closely with Claims and Strategic Shared Services leadership, preceding (to inform and help shape), during (to measure and monitor), and post (to identify opportunities and recommend improvements) business actions/initiatives, ensuring continuous infusion of insights into business practices. This role will also share insights (including outcomes, Claims stories, metrics, and customer experiences) with the Claim organization to reinforce our customer-centric mindset.

RESPONSIBILITIES:

• Engage the Claims organization and Enterprise CX Community of Practice in effectively measuring and managing interactions with customers and claimants, creating a persistent focus on the customer in all decisions and actions, driving the organization to work together on delivering an optimum customer experience, identify opportunities to improve the experiences across all interactions, and support leaders in our transformation to customer centricity.
• Cultivate VoC insights from transactional listening mechanisms as well as primary/secondary research to enable a consistent and actionable CX measurement approach that will identify and prioritize areas to grow NPS promotors and minimize detractors.
• Partner with leadership and functional leads to ensure appropriate consideration of the Customer Experience in support of and aligned with business strategy.
• Identify touchpoints that affect the most claimants and customers, occur with the greatest frequency, and/or drive emotional impact. Define areas of focus and value realization and develop prioritization framework.
• Support the capture and dissemination of rich and continuous customer feedback to ensure business improvement across Claims; align and mobilize the Claims organization around CX improvement opportunities. Provide support and thought leadership to the implementation of VoC solutions. Provide thoughtful insights to organization across all levels through various channels.
• Adopt an insight/data-driven customer experience approach focused on customer centricity, which includes customer journey mapping, solution design, and test-and-learn design, execution, and analytics in partnership with other functions.
• Establish the approaches and implementation of research to understand customer loyalty and return on investment.
• Lead the development and implementation of Claims CX guiding principles and adoption of CX standards.
• Accountable for monitoring, reporting, and actioning on Claims CX performance.
• Effective collaboration and contribution to the CX VoC Community of Practice.

QUALIFICATIONS:

• Minimum of 10 years of experience working Customer Experience Environment
• 10 years of experience in insurance industry, preferably in claims
• Excellent relationship building, interpersonal and influence skills with internal partners and colleagues. Proven ability to influence and gain buy-in across multiple audiences and cross functional area of the business.
• Passionate subject matter expert regarding customer experience and customer experience management, innovation and/or design.
• Highly self-motivated strategist who takes initiative and demonstrates ability and eagerness to prioritize multiple competing deadlines, envision broad scopes of work and project planning and execute to produce results and meet deliverables. Excellent organizational and project management skills and driven to execute on solutions and project initiation and completion.
• Ability to draw insights, conclusions and proposals based on data and process analysis to translate VoC insights and other metrics such as satisfaction and loyalty scores into practical and prioritized changes. Champion of an experimentation culture through test-and-learn theory and practice.
• Experience in business analysis and understanding business requirements, demonstration of keen business acumen and analysis – identifying opportunities/issues, synthesizing and identifying trends and patterns, drawing conclusions and making recommendations.
• Ability to translate analysis into executable strategy and identify appropriate avenues for collaboration with senior leadership, digital teams, data science, learning, and marketing and communication.
• Strong communication and presentation experience.
• Experience using the following tools:
• Medallia
• PowerReviews
• Tableau

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:

$115,360 – $173,040

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

Read Full Description