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Customer Strategy Manager
American International Group
Los Angeles, CA, United States
Job Details - this job has expired, please see similar jobs below
Estimated Travel Percentage (%): Up to 25%
Relocation Provided: No
This is a new position within one of AIG’s largest businesses. We are hiring this role to generate greater evidence-based insights across AIG Individual Retirement and to drive improvements in customer experiences. Our plan leverages data, customer insights, and direct feedback about our clients’ experiences to improve our business strategies, systems and processes to drive customer loyalty. Customer-oriented loyalty leaders across a wide range of businesses grow faster and enjoy lower costs. By one measure, loyalty leaders grow twice as fast and hold a 15 percent cost advantage. In the insurance industry, they also experience superior profitability.
Customer Strategy Manager Position Highlights:
We are seeking a thought leader responsible for supporting efforts lead key experience design/re-design efforts in partnership with leadership teams, always keeping the customer integral and at the core.
This is not a market research role. The successful candidate must demonstrate an ability to leverage all available data sources to build a comprehensive picture of the business/customer issues and distill from that the insights that inform strong strategy and business execution. The successful candidate must have strong process design, analytic, and writing skills. She or he must be a persuasive presenter who can convincingly articulate insights (and the need for them) and build consensus around strategic direction. The candidate must be fully proficient and comfortable both in the back room generating insight and in the boardroom delivering the insight and ensuring business action.
The Customer Strategy Manager will be responsible for:
• Developing an in-depth understanding of customer needs and desires through the use of data and survey tools
• Synthesizing findings and influencing strategic direction and tactical decisions for improving end-to-end omini-channel journeys, and other key business decisions
◦ Develop and implement website strategy
# Prioritizes new competitive features and functions and work with the organization to implement
# Drive user adoption and utilization of website
# Support and drive Security and Authentication enhancements
◦ Partner with business but drive the mapping/design process to discover gaps and areas for improvement to create strategies and initiatives to reduce customer friction and improve ease of doing business
# Improve the ease of business to Financial Advisors: Prospect to Placement (selling process) & Placement to Payment (new business)
# Improve the ease while balancing authentication/security of Policyholder disbursements
• Support the development and implementation and report key performance measurements
◦ Analyze and report on the effectiveness of web utilization marketing strategies and web utilization, etc
Performance Objectives:
Delivering projects (e.g. improving customer experiences and reporting key performance measurements)
• Determine frameworks for addressing business problems, and collaborate with cross- functional partners to solve them
• Lead and review current customer journey to identify areas of improvement
• Develop customer experience insight programs from inception to execution, including working with business counterparts on the execution of recommendations and demonstration of business impact
• Other responsibilities as required
The Ideal Candidate Should Have:
Leadership Skills:
• Strong execution and results orientation. Track record of translating customer insights to commercial impact.
• Proven ability to lead, motivate, collaborate and gain commitment from colleagues at all levels of the organization
• Strong communication and influencing skills. Able to navigate a complex organization, influence stakeholders and affect outcomes
• Outstanding change leadership. Willing and able to adjust to multiple demands, shifting priorities, and rapid change
• Ability to multi task and work well under pressure, to identify issues and work to resolve them in partnership with business leaders
Technical Skills & Expertise:
• 5-10+ year’s experience with a Bachelor's Degree (BA, BS) or equivalent in Marketing, Strategy, or a related discipline and proven experience engaging with customers
• Demonstrated success in articulating customer insights from multiple sources to make recommendations and drive changes to processes and systems
• Experience leading and designing journey maps, highlighting customer experience gaps and driving resolution research without the support of an agency
• Strong communication and influencing skills. Able to navigate a complex organization, influence stakeholders and affect outcomes
• Self-starter who can manage multiple initiatives from beginning to end with minimal supervision.
• Willing and able to adjust to multiple demands, shifting priorities, and rapid change
• Ability to multi task and work well under pressure, to identify issues and work to resolve them in partnership with business leaders
• Experience at a multi-channel company, with familiarity in multiple channels of distribution.
• Insurance and/or Retirement/Investments industry experience a plus
• Demonstrated experience with Design Thinking a plus
It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.
At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.
We consider qualified applicants with criminal histories, consistent with applicable law.