Customer Experience Assistant Director

oader Customer Experience community by using your passion for problem-solving and analytic mindset to identify areas of opportunity within customer feedback. Leveraging VoC tools and a consulting mindset, you'll support our business partners with customer feedback analytics and insights.

Come join a team that helps drive customer centricity at The Hartford by getting at the heart of customer and distribution partner needs to continuously improve the customer experience.

RESPONSIBILITIES:

• Lead custom CX consulting efforts: Support the business units in executing and managing custom CX analysis and project work tied to high priority business opportunities.

• Design VOC feedback capture solutions: Partner with business units to understand their feedback needs to design effective CX surveys or other data inputs

• Conduct CX analyses: Leverage VOC data to conduct periodic analyses for senior leadership to assess organization CX performance via enterprise scorecards.

• Manage execution of Digital and Email transactional survey processes: Ensure effective use of the VOC platform and identify opportunities in the customer journey for capturing customer and distribution partner feedback.

QUALIFICATIONS

• 5+ years of experience in a corporate environment with customer experience or customer-oriented roles (e.g., Customer Data and Analytics, Customer Feedback, Customer Service, Direct to Customer Sales, etc.).

• Experience as a project manager and/or business analyst preferred.

• Proficiency in data analytics tools: Experience with Excel, Tableau and AWS/Amazon Connect, is highly desirable.

• Demonstrable experience translating business objectives into tangible plans, actions, and results.

• Experience in primary market research is a plus, (e.g., Proficiency in designing, executing, and analyzing primary quantitative and qualitative marketing research, including questionnaire development, methodology selection, and data analysis.)

• Familiarity with insurance and/or financial services marketing research is a plus.

• Experience using CX VOC platforms such as Medallia, Qualtrics, InMoment, Concentrix, Sprinklr, etc., is highly desirable

• Bachelor's degree preferred.

DESIRED TRAITS:

• Project management leadership: Ability to manage multiple projects/work-streams and handle changing priorities. Well-organized and extremely detail oriented.

• Intellectual curiosity and discipline: Use data to drive objectives, priorities, and results, and the drive to find root causes of customer problems.

• Collaborative and strong partnership builder: Ability to build rapport and deep relationships with key business stakeholders.

• Comfortable with reasonable ambiguity: Identify its sources and drive appropriate clarity.

• Excellent written and verbal communication skills: Understand audiences, tailor messages, and communicate insights clearly.

• Creative thinker and problem solver: Ability to manage multiple assignments and adapt to changing priorities. Intrinsically motivated to act with a sense of urgency.

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:

$100,800 - $151,200

Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

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