Customer Experience Assistant Director

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.

• 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.