Job Summary: Responsible for the organization's overall customer
experience strategy to align to the company’s mission to provide
best-in-class insurance and deliver responsive customer service in
everything we do.
Develops customer service strategies that assist the
organization in meeting its business objectives to drive revenue
and increase customer satisfaction and retention rates.
Designs and implements a common strategy that includes policies,
processes, and procedures meant to improve productivity and
Monitor, track and analyze customer service performance across
all teams to drive customer satisfaction.
Collaborates with other members of the executive management team
to align departmental strategy or direction with the overall goals
of the organization.
Develops policies, practices, and procedures that have a
significant impact on the organization.
Leads and directs the work of the customer experience
Responds to customer concerns and reports issues to executive
Experience and Education:
Requires a bachelor's degree, MBA Preferred
10-15 years leading customer experience, marketing,
communications or related field.
Demonstrated development and implementation of a comprehensive
customer experience framework
Ability to develop and mentor others.
Ability to drive strategic direction.
Strong oral and written communication skills.
Ability to build collaborative relationships.
Ability to influence others.
Excellent customer service and interpersonal skills.