What are the responsibilities and job description for the Customer Experience Assistant Director position at The Hartford?
AD Market Research Analytics - MQ07BE
We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.
Customer Experience Analytics Assistant Director
Does consulting with business partners to find root causes of customer challenges excite you? Do you have a desire to work with customer feedback and turn that analysis into action and drives business value? This is your opportunity to give your talents new purpose by applying them to meaningful work at The Hartford on our enterprise customer experience team.
About This Opportunity
As a Customer Experience Analytics Assistant Director of Enterprise Customer Experience, you will support the broader 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
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
About Us | Culture & Employee Insights | Diversity, Equity and Inclusion | Benefits
We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.
Customer Experience Analytics Assistant Director
Does consulting with business partners to find root causes of customer challenges excite you? Do you have a desire to work with customer feedback and turn that analysis into action and drives business value? This is your opportunity to give your talents new purpose by applying them to meaningful work at The Hartford on our enterprise customer experience team.
About This Opportunity
As a Customer Experience Analytics Assistant Director of Enterprise Customer Experience, you will support the broader 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.
- 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.
- 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.
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
About Us | Culture & Employee Insights | Diversity, Equity and Inclusion | Benefits
Salary : $100,800 - $151,200
