VoC Strategy Lead

Company
HSB
Location
Hartford , United States

The Voice of Customer (VoC) Strategy Lead is responsible for the development, implementation and oversight of the HSBs VoC strategy aligned to the organizations vision for delivering best in class Customer Experiences. This role will work closely with partners across divisions and functions to prioritize appropriate VoC solutions, experience measures and corresponding operating routines - connecting customer feedback and experience performance with business priorities and investments to drive retention, revenue, cost optimization and competitive advantage.

The VoC Strategy lead is a critical role ensuring that HSB understands its customers’ evolving expectations across the many value chains it serves; to meet this objective this role will use their expertise in Customer Experience practices, VoC/OCEM (Operational Customer Experience Management) software, and omni channel listening mechanisms to create a VoC ecosystem across key touchpoints enabling business partners and leaders with a near real time view of CX performance.

This role is highly collaborative within the research team and with business partners across the organization. You will leverage your own expertise and integrate the expertise of your peers and business partners to thoughtfully and strategically identify and recommend approaches, implement and interpret insights and translate those findings into actionable opportunities for a range of audiences within the organization.

Qualifications

Education and Experience:

• Bachelor’s degree required in business, marketing, economics or related field.
• Master’s degree or equivalent in research, statistics, economics, or another quantitative field preferred
• 10 years in research experience
• Minimum of 5 years in customer experience research or related work experience
• Fluent in wide range of customer experience measurements including (NPS, cSAT, CES, trackers)
• Experience with wide range of research methodologies, quantitative, qualitative, ethnographic, attitudinal and behavioral research
• Experience with customer journey mapping and segmentation
• Multivariant techniques, conjoint analysis, driver analysis
• Expert skills in Excel, PowerPoint, BI tools such as Tableau, SQL and statistical software packages (SAS, SPSS or similar)

Knowledge and Skills:

• Insurance industry expertise a plus
• Business to Business research expertise
• Experience with Qualtrics or similar research platform is desired
• Deep experience in collaborating and consulting internal teams, building and maintaining effective relationships
• Expert storytelling and presentation skills
• Experience in change management practices and techniques
• Highly skilled in planning analytical decision making, communication and project management
• Vendor management – Existing relationships with research vendors including sample partners to shorten execution a plus

At The Hartford Steam Boiler, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. The work environment characteristics, and any physical and mental requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.