Travelers Sr. Director of Customer Engagement, Customer Experience in Hartford, Connecticut
Sr. Director of Customer Engagement, Customer Experience
Primary Job Duties & Responsibilities:
Responsible for developing the relationship management program for Travelers’ customer base to include: customer segmentation, channel engagement, partnering with our Analytics team to develop a customer value index, creation of customer advocacy channels.
Map the entire customer life-cycle journey to identify opportunities for improvement – new customer onboarding, understanding of the product and it’s features, using data and analytics to identify upsell and cross sell opportunities.
Develop a rich understanding for the causes of customer cancellations or new insurance shopping points and identifying new approaches to change customer behaviors to improve lifetime value.
Provide in-depth visibility and critical intel into the behavior and characteristics of our customer base, how these change over time, and what impact they have on our renewal and retention rates
Oversee customer satisfaction and NPS evaluation scores working to improve in all areas for the company.
Establish proactive customer listening mechanisms and feedback loops that deliver the voice of the customer back into the organization to drive strategic improvements to our roadmap, marketing strategies, sales strategies, and training programs
Serve as an escalation resource to internal partners and stakeholders for customer issues seeking to prevent their re-occurrence through after action reviews and facilitating root cause analysis often in partnership with other departments (Operations)
Coach relationship managers in order to achieve high performance.
Provide feedback to the company regarding service failures or customer concerns.
Collaborates with other departments to ensure customer concerns are dealt with effectively and timely.
Develops customer retention programs to ensure maximum customer renewals
Contribute to the strategy for company-wide “Customer Success” by advocating on behalf of customers on topics ranging from product design to product usability, product features, digital experiences, traditional communications, and other customer touch points.
Job Opening ID:
Equal Employment Opportunity Statement:
Travelers is an equal opportunity employer.
Job Specific & Technical Skills & Competencies:
Using analytics & insights to drive decision making
Salesforce Marketing Cloud
Customer Service, Executive, Marketing
In this role, you will build and manage a customer relationship management program focused on building lasting relationships with customers and creating lifetime value for Travelers and our agents. You will lead the development and the execution of cross-functional strategies to improve customer engagement, increase renewals, improve retention, and brand advocacy - all based on a deep foundation of customer insights and analytics.
This is a new position in Travelers’ Personal Insurance business unit designed to ensure that we are making the most of our existing relationships with customers and looking for new ways to add value to direct customers and looking for opportunities to strengthen the relationship between the customer and their agent.
Education, Work Experience & Knowledge:
Empathetic, intellectually curious, digitally minded, and customer focused
A bias for action
Ability to influence and build strong relationships with internal partners
Leading change: ability to thrive and quickly adapt to change, leading others through change in a dynamic, work environment.
Experience managing multiple projects at once
Capable of developing business cases, financial modeling, and conceptual solutions
Customer Journey Mapping, User-centered design
Analytical thinker – with a proven history of fact-based solutions
Ability to influence and lead cross-functional teams in the realization of project goals and time-bound deliverables.
Ability to communicate effectively at all levels of the organization with an open, honest and direct communication style that establishes an empathetic and effective relationship with stakeholders.
Collaborating and influencing: effectively builds strong relationships and partnerships within and outside of the company. Able to effectively navigate within a matrixed corporate structure.
High School diploma or equivalent required. 5 years of project management experience required.
Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Hartford - Connecticut - United States
We are committed to valuing the diversity that exists among our workforce, our business partners, our customers and our communities. With respect to our workforce, we are committed to not only increasing diversity in our hiring at all levels but also fostering an inclusive environment where all employees, regardless of race, color, religion, gender, gender identity, age, national origin, disability, veteran status, marital status, sexual orientation, genetic information or any other status or condition protected by law, can develop and thrive.