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Sr. Director, CX Strategy - Customer Advocacy
Liberty Mutual
Boston, MA, United States
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Description
Advance your Career at Liberty Mutual Insurance - A Fortune 100 Company
The USCM Customer Advocacy Office (CAO) fosters a culture of customer-centricity across USCM by providing the tools, training, processes and support to empower each employee to consistently deliver peace of mind every day to our customers to drive profitable growth. We’re looking for people who are passionate about transforming one of the country’s largest personal lines insurer into a customer and employee experience leader.
The CAO is looking for a leader who is excited to create and deliver a comprehensive and aspirational customer experience (CX) vision for USCM by understanding the CX landscape both within and outside of insurance and then establish a short-term roadmap and milestones to achieve that vision. The manager of the CX Strategy team will be responsible for evaluating the overall USCM CX portfolio and partnering with functional mission leaders to ensure key opportunities are understood and prioritized. This role will also support Global CX enablement across all regions of GCM including collaboration with GCM East and West CX leadership to foster advancement and best practice sharing across all regions. Additionally, you will serve as the point person for strategic CX updates to senior leadership including MOR reporting and annual planning.
Responsibilities
• Partners with relevant stakeholder to determine the customer experience vision for USCM and builds a roadmap including key milestones and deliverables in support of the vision.
• Ensures that the customer perspective and competitive landscape are understood and makes recommendations on key strategic opportunities as part of ongoing prioritization process.
• Establishes a system for capturing, synthesizing and publishing customer and employee experience research and insights to be used with the CAO and across USCM as appropriate; incorporates existing competitive intel and research.
• Coordinates across USCM, GCM East and West to create alignment on best practices for cultivating a dynamic customer experience.
• Engages with the internal and external customer experience communities to stay current with new and emerging customer experience best practices and processes. Manages internal and external relationships.
• Evaluates the overall USCM CX portfolio, synthesizes results and opportunities and serves as CAO liaison with functional teams to share overall CX progress and future plans.
• Selects top talent, delivers continuous coaching, and rewards and recognizes a team of technical and/or experienced analysts.
Qualifications:
• Bachelor`s degree in relevant field and a minimum of 10+ years in relevant customer experience related field. Advanced degree and prior management experience preferred.
• Advanced knowledge of diverse business operations and processes to understand potential impacts.
• Highly collaborative and demonstrated ability to work with people of diverse backgrounds.
• Ability to lead through influencing and working with people across multiple disciplines to achieve results and challenge the status quo.
• Advanced knowledge of customer experience best practices and competitive intelligence research techniques.
• Strong oral and written communication skills required to depict complex ideas, issues and designs to influence varied audiences.
• Ability to work in a fast-paced environment and work on multiple priorities.
• Strong analytical, project management, writing and presentation skills.
Benefits:
We value your hard work, integrity and commitment to positive change. In return for your service, it’s our privilege to offer you benefits and rewards that support your life and well-being. To learn more about our benefit offerings please click here.
Overview:
At Liberty Mutual, we give motivated, accomplished professionals the opportunity to help us redefine what insurance means; to work for a global leader with a deep sense of humanity and a focus on improving and protecting everyday lives. We create an inspired, collaborative environment, where people can take ownership of their work; push breakthrough ideas; and feel confident that their contributions will be valued and their growth championed.
We’re dedicated to doing the right thing for our employees, because we know that their fulfillment and success leads us to great places. Life. Happiness. Innovation. Impact. Advancement. Whatever their pursuit, talented people find their path at Liberty Mutual.