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Manager Customer Enablement

Employer
Liberty Mutual Insurance
Location
Boston, Massachusetts
Salary
Not Specified
Closing date
Apr 16, 2019

View more

Category
Operations
Job Type
Not Specified
Career Level
Not Specified

Job Details

 

Advance your Career at Liberty Mutual Insurance - A Fortune 100 Company

 

 

 

The Senior Manager of Customer Experience Enablement is responsible for driving a customer-centric culture across GRM-US through: employee engagement; coaching and training; rewards and recognition strategies; multi-channel customer communications; and programs and initiatives. Improves employee engagement and empowerment and partners with and influences GRM operating units to drive greater customer experience and loyalty. Helps develop and support new tools that further empower GRM employees to deliver customer experiences with speed and clarity. Additionally, partners with colleagues in other functional areas, including Marketing, Distribution, Claims, Product and Talent and Enterprise Services.  Reports to the EVP & Chief Customer Officer, in GRM SBU. 
 
Responsibilities:

 
  • Identify refine, and develop customer-centric employee engagement initiatives.

  • Drive transformation to ensure all of our customer interactions reinforce our brand promise and deliver peace of mind.

  • Evolve employee experience to support improved Net Promoter Score through increased employee engagement measured by eNPS.

  • Develop and maintain capability building programs, and technology-based training and development activities to GRM leaders and individual contributors that immerse employees in the experience GRM wants delivered to our customers.
  • Create customer-focused programs, tools and resources that enable employees to deliver excellent customer experiences with speed and simplicity. Partners across the organization to activate those within departments and functions to drive stronger employee engagement and customer loyalty.
  • Develops rewards and recognition strategy and criteria for Circle of Excellence and President's Award programs to celebrate employees who consistently demonstrate customer service excellence and focus, aligned to our brand promise and values.

  • Strengthen customer and agent engagement by optimizing the language used in written and verbal communications through consistent deployment of OneVoice. Executed through communication strategies, templates and tools that make our messages clear, empathetic and actionable.

  • Support Executive Leadership Team in defining the GRM US culture and motivating and inspiring GRM employees with the goal of achieving stronger employee engagement and customer loyalty.

  • Attract, retain and coach a team of diverse professionals that span all aspects of CX with a common vision and mission.

 Qualifications:
  • Proven track record of developing and executing strategies that drive cultural and organizational change.
  • A demonstrated ability to interpret and translate results into implications and knowledge.
  • Proven ability to effectively influence at all levels of the organization.
  • Must possess strong analytical, strategic, project management, decision-making and problem-solving skills.
  • Strong communication and interpersonal skills.
  • Competencies typically acquired through a minimum of fifteen years of proven experience in strategic operations roles, with specific experience driving transformations, project management and using both quantitative and qualitative methods to make business decisions.
  • An insurance and/or financial services background highly preferred.
  • Bachelor's Degree required, MBA preferred

Benefits:

We value your hard work, integrity and commitment to positive change. In return for your service, it's our privilege to offer you benefits and rewards that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits

 

  

Overview:
 

At Liberty Mutual, we give motivated, accomplished professionals the opportunity to help us redefine what insurance means; to work for a global leader with a deep sense of humanity and a focus on improving and protecting everyday lives.  We create an inspired, collaborative environment, where people can take ownership of their work; push breakthrough ideas; and feel confident that their contributions will be valued and their growth championed.

 

We're dedicated to doing the right thing for our employees, because we know that their fulfillment and success leads us to great places. Life. Happiness. Innovation. Impact. Advancement. Whatever their pursuit, talented people find their path at Liberty Mutual.

 

Company

When people have a sense of security, they are free to relax, venture out, and live their lives. This is the feeling Liberty Mutual brings to the world every day. Founded in 1912, we are a global leader in property and casualty insurance, focused on protecting and preserving the lives and dreams of customers in more than 30 countries. With over 50,000 employees throughout the world, we offer you the chance to work for an evolving, growing company with a deep sense of humanity and a commitment to diversity and philanthropy. Join our team and go to work knowing that what you do matters. Because really it does.

 

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