Customer Experience Implementation Specialist- Claims

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, ESG initiatives and IDE journey.

Our Claims Transformation department is seeking a Customer Experience Implementation Specialist to join our growing team.

Position summary: The CX Implementation Specialist will work closely with leadership and staff across the Hanover Claims organization to build a shared, cross-functional understanding of the end-to-end claims customer experience, including identification and assessment of current/emerging opportunities, pain points, root causes, and solutions.

This is a Full-time, Exempt role.

Responsibilities/Essential Functions:

• Support assigned CX-related programs, i.e., training, employee recognition, committees, internal communications, etc.

• Organize and maintain the CX knowledge library in collaboration with other departments.

• As the CX SME, support enterprise and operational initiatives by bringing CX design-thinking and analysis to all critical customer touchpoints and interactions.

• Work across the organization to support and synthesize VOC/VOE feedback mechanisms, analyze trends, and help drive actionable, customer-centric insights, design, and decision-making.

• Partner with Claims Data and Analytics, Marketing, and functional business areas to synthesize and promote a cross-functional view of CX KPIs/trends across all customer listening paths.

• Maintain customer journey maps and continuously trace them back to strategic and operational CX objectives, metrics, and improvement initiatives.

• Operate and execute with minimal guidance/direction and a high degree of autonomy.

Position Requirements:

• Bachelor's degree in business, operations, mathematics, finance, engineering, or relevant discipline from an accredited college or university

• Industry recognized CX certification preferred

• Two (2) years of applied CX experience, including development of actionable, data-driven customer insights

• Demonstrated analytical and problem-solving skills to identify, evaluate, recommend, and implement changes to processes/procedures to improve the customer experience

• Strong communication, collaboration, and presentation skills

• Strong organization and prioritization skills

• Process design or process improvement background a plus, including process documentation, project coordination, and metrics tracking

• Prior P&C and Fortune 500 company experience preferred

CAREER DEVELOPMENT:

It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.

BENEFITS:

We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.

Benefits include:

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• Tuition reimbursement
• PTO
• Company paid holidays
• Flexible work arrangements
• Cultural Awareness Day in support of IDE
• On-site medical/wellness center (Worcester only)
• Click here for the full list of Benefits

EEO statement:

The Hanover values diversity in the workplace and among our customers.  The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.  

Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.” 

As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities.  Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at: [email protected] and include the link of the job posting in which you are interested.

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