What are the responsibilities and job description for the CRM Product Owner Americas position at XL Catlin?

Job Description

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Job Number :

CRM Product Owner Americas (Job Number : 25AAOP04D20241025)

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New York, NY | Stamford, CT | Exton, PA | United States

This is a critical role supporting the Journey Owner and Regional Chief Distribution Officer Americas in the delivery and execution of the Go-To-Market Strategy. The successful candidate will provide robust levels of strategic and conceptual skill as well as the ability to drive collaboration of virtual teams across different functions. Furthermore, the candidate brings a sound knowledge of insurance, coupled with large-scale implementations. The successful candidate will be responsible for overseeing the development, implementation, and optimization of the customer journey strategies that drive business growth and enhance customer satisfaction.

The Global Product Owner will play a key role in aligning the Go-To-Market priorities in partnership with other teams within the Go-To-Market Journey and will serve as the primary liaison between the business and Ops & Tech world.

What will your essential responsibilities include?

Own the successful delivery of a CRM platform for the Americas region, collaborating with business leaders and stakeholders to understand strategic and tactical needs and translate them into product requirements.
Make decisions together with the Americas stakeholder on priorities, roll-out, capability implementation and roadmap (Across Large Corporate, Mid-Market, E&S and Professional).
Take full product ownership of MCube and Pipeline Management platform already rolled out in the Americas while implementing them in the future CRM platform.
Contribute to defining and communicating the product vision, strategy, and goals.
Drive cross-functional regional teams in delivering a CRM platform that is well designed, user-friendly, provides appropriate functionality, and performs exceptionally well.
Create and maintain a clear and visible product backlog, ensuring well-defined and estimated user stories based on business value and technical dependencies aligned with the product roadmap.
Create business requirements.
Work closely with the broader CRM global implementation and development team, participating in team ceremonies, providing clarification on user stories, and ensuring alignment with the product vision.
Work closely with Global Journey Owner for CRM Solution to ensure overall product alignment and fulfillment of Americas region needs.
Ensure that the solution launched is well adopted and used by the business and track ongoing usage of the platform; monitor product performance and user feedback to guide future product iterations.
Provide regular updates on product progress to stakeholders.
As required, once launched, provide day-to-day escalation and support to end users.
Foster a customer-first attitude, prioritizing service for our business stakeholders above all else.

Measuring success : Quantitative

Joint responsibility with the Americas LT to ensure a high level of user adoption (XXX %).

Drives and monitors data quality and integrity (KPIs to be defined).

Adheres to the timely delivery of the defined roadmap for the Americas.

Qualitative

Makes informed decisions on functionality roll-out and LoB / Team prioritization to drive quick benefits.

Ensures the suitability of CRM MI for the Americas LT and Management functions.

Ensures the relevance and effectiveness of dashboards and reports that provide valuable insights for driving profitable growth.

Once the CRM solution goes live

Continuously gathering feedback from users to identify areas for improvement in the CRM system.

Prioritizing new feature requests and improvements based on the needs of the business and users (in collaboration with the global team).

Driving continuous implementation of new AI solutions (in collaboration with the global team).

Working with the development team to refine user stories and acceptance criteria for new features.

Ensuring that the CRM system aligns and adapts to the overall business strategy and goals for the Americas.

Monitoring user adoption and usage of the CRM system and identifying opportunities for training and support.

Managing the backlog of work for the CRM system and ensuring that it reflects the most valuable work for the business.

Communicating updates and changes to the CRM system to relevant stakeholders.

The Product Owner in Events :

Prepares and prioritizes the Product Backlog prior to Backlog Refinement to allow for effective refinement.

Prepares for Sprint planning by ensuring an updated Product Backlog aligned with the priorities and discusses any change to the Project Rolling Wave Roadmap with the PPM.

Demonstrates the Sprint Increments along with the Agile Team in the Sprint Review.

Makes sure that the right business representatives attend the Sprint Review to provide feedback.

Provides the customers 'insights and needs’ to the team during all Events.

Provides inputs without interfering with the conversations during the Daily Stand-Up (if required).

Contributes to the preparation of Quarterly Business Prioritization (QBP) and attends the PO sync along with the other POs of the program (if applicable).

Artifacts, Metrics and Reporting :

Provides input to the Initial Project Impact Assessment (IPIA), Business Case, and Triage Questionnaire.

Supports the Project & Program Director in creating the Agile Project Definition Charter.

Supports the Project or Program Director in creating the Project Rolling Wave Roadmap.

Supports the Project & Program Director with Continuous Risk Management Tracking in Jira.

Supports the Project & Program Director with Agile Project Management Status Reporting in Planview.

Creates and owns the Product Backlog and populates it with work items in line with the Work Item Hierarchy.

You will report to the Chief Client & Distribution Officer Americas and Matrix into the Global GTM Journey Owner.

Leadership : Role model by setting a high bar for performance, engagement, and commitment. Significant experience partnering at the executive level. Takes initiative. Ability to lead with autonomy.

Collaborator : Develop and maintain productive working relationships with internal and external stakeholders. Provide guidance and seek input from others as needed to achieve the best result possible. Capable of working and collaborating with a virtual team, across multiple diverse geographies and cultures.

Excellent Communicator : Excellent verbal and written communication, presentation and influencing skills are essential. Able to communicate effectively with internal and external stakeholders at all levels of sophistication. Ability to work in a fast-paced environment and efficiently juggle numerous concurrent responsibilities.

Results Oriented : A keen ability to execute and deliver results. Approach tasks proactively and anticipate needs. Think quickly and have the flexibility to (re-)prioritize multiple work streams / projects / tasks without sacrificing quality. Act with a sense of urgency. Understands and has experience in project management.

Continuous Improvement Focused : Willing to ask questions and explore new ideas. Eager to learn and focused on continuously improving technical skills.

Thought Leadership : Provide creative thought leadership while also listening and engaging others. Ability to persuade and the capability to implement real progress and widespread innovation.

Strategic and Conceptual Thinking : Capability to design and drive complex strategies in broader contexts that consider different trends and complexities.

Analytical Thinking : Able to interpret data appropriately in order to review or direct / engage with others as needed.

International : At ease to navigate international environment.

Industry Experience : Industry experience (P&C insurance) and Project Management.

FIND your future

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don’t just provide re / insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business − property, casualty, professional, financial lines and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.

At AXA XL, we know that an inclusive culture and a diverse workforce enable business growth and are critical to our success. That’s why we have made a strategic commitment to attract, develop, advance and retain the most diverse workforce possible, and create an inclusive culture where everyone can bring their full selves to work and can reach their highest potential. It’s about helping one another — and our business — to move forward and succeed.

Five Business Resource Groups focused on gender, LGBTQ , ethnicity and origins, disability and inclusion with 20 Chapters around the globe.

Robust support for Flexible Working Arrangements.

Enhanced family friendly leave benefits.

Named to the Diversity Best Practices Index.

Signatory to the UK Women in Finance Charter.

At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called “Roots of resilience,” focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

Valuing nature : How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society – are essential to our future. We’re committed to protecting and restoring nature – from mangrove forests to the bees in our backyard – by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.

Addressing climate change : The effects of a changing climate are far reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.

Integrating ESG : All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We’re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.

AXA Hearts in Action : We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL’s “Hearts in Action” programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day – the Global Day of Giving.

The U.S. pay range for this position is USD 106,500 – 186,500. Actual pay will be determined based upon the individual’s skills, experience, and location. We strive for market alignment and internal equity with our colleagues’ pay.

At AXA XL, we know how important physical, mental, and financial health are to our employees, which is why we are proud to offer benefits such as a competitive retirement savings plan, health and wellness programs, and many other benefits. We also believe in fostering our colleagues' development and offer a wide range of learning opportunities for colleagues to hone their professional skills and to position themselves for the next step of their careers. For more details about AXA XL’s benefits offerings, please visit US Benefits at a Glance 2024.

AXA XL is an Equal Opportunity Employer.

Location

US-CT-Stamford

Other Locations

US-NY-New York, US-PA-Exton

Job Field

Management And Business Support

Schedule

Full-time

Job Type

Standard

AXA XL is an Equal Opportunity Employer and does not discriminate against any colleague or applicant for employment on the basis of race, color, national origin, religion, sex, gender identity and / or expression, sexual orientation, age, disability, genetic information, veteran status, military status or any other category protected by local law.

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Salary : $106,500 - $186,500

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