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Hartford,
CT
(Click company name to view employer profile and all available
positions.) |
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Career Field |
Human Resources
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| Insurance
Discipline |
All
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| Relocation
Assistance |
Not Available
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| Job
Duration |
Full Time |
| Salary
Offered |
Open |
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SUMMARY:
We are looking for a seasoned professional to drive our employee engagement efforts centered around building a more consumer/customer centric business. Individual is responsible for building employee awareness and engagement around customer experience as a key strategic priority, while also engaging and bringing our independent agents into this effort. This individual will partner across key business functions particularly with call center operations, claim service, agency management and human resources to develop new practices to support customer centric business processes and cultural shifts. Ideal candidate combines strategic thinking with hands-on execution abilities and has successfully transformed employee cultures and practices in prior roles. This position will report to the Chief Customer Experience Officer in the Personal Insurance division of our Fortune 100 company.
RESPONSIBILITIES:
*Lead customer experience related employee engagement efforts for Travelers Personal Insurance
*Interface with Call Center operations leadership and customer experience champions to maintain ongoing and consistent employee communications and process improvement regarding customer experience
*Manage and update intranet site dedicated to customer experience. Collect input from cross functional areas, create content, perform site updates and regularly promote the site
*Develop additional employee communications campaigns using various media such as email, video, pre-recorded customer calls, and printed matter to continually message on customer experience
*Liaison with claim service customer experience team to build consistent practices pertaining to customer experience framework and employee engagement
*Liaison with human resources to integrate customer focus into hiring, new employee onboarding, training, performance management, coaching, and rewards and recognition
*Liaison with training department to develop new training modules, tools and materials on customer experience and update current materials to integrate enhanced customer focus
*Develop and manage ongoing communications stream to field sales organization to make customer experience relevant to independent agents
*Liaison with field sales and agency experience teams to execute complementary strategies to increase independent agent awareness and competency to deliver better customer service
*Leverage all employee specific communications and training strategies with Travelers independent agents to instill a customer centric focus within agency operations
*Manage ongoing employee feedback process to gauge employee engagement around customer experience and track improvements and opportunities
*Review Travelers brand value proposition and develop strategy to link brand value proposition to customer experience priorities and strategies. Instill these core messages and values into all of the above.
QUALIFICATIONS/EXPERIENCE:
*10+ years in corporate environment with working knowledge of marketing and human resources
*Financial services or insurance industry experience preferred
*Proven track record of driving cultural and organizational change
*Experience managing multi-faceted communications and business process efforts
*Knowledgeable about employee engagement strategies and best practices
CORE COMPETENCIES:
*Passionate enthusiasm and advocacy for the employee and the customer
*Must possess exceptional writing and persuasion skills
*Skilled in communicating and integrating brand value propositions into key business strategies
*Familiarity with social networking and Intranet sites
*Strong planning, management and organizational skills
*Highly self-motivated, assumes personal ownership and accountability
*Ability to work cross-functionally and as a partner across many parts of an organization
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