Program Manager Customer and Digital Experience
- Employer
- Liberty Mutual Insurance
- Location
- Boston, Massachusetts
- Salary
- Not Specified
- Closing date
- Apr 3, 2019
View more
- Category
- IT , Marketing / Communications
- Job Type
- Not Specified
- Career Level
- Not Specified
Job Details
Responsibilities:
- Lead strategy for the use of SMS and Social Care (interactions with customers over Facebook, Facebook Messenger, and Twitter) to deliver efficient, quality customer service; Partner with Digital, Customer Experience teams to build an integrated digital service strategy across channels with a clear role for SMS and Social Care
- Set focus KPIs and goals for SMS and Social Care that balance efficiency and quality, including tNPS and its drivers. Identify necessary analyses for deeper insights & improvement opportunities.
- Track metrics and ensure that SMS and Social Care are more efficient than phone calls and equal to if not better than in customer experience. Identify and execute test opportunities. Partner with analytics teams to develop and refine methodology for measuring the success of SMS.
- Build plan to increase SMS volume for service requests by leveraging vehicles such as emails, IVR, and LM.com. Partner with CRC to ensure adequate staffing for SMS and Social Care volume. Identify potential process efficiencies across SMS and Social Care.
- Expand customer use cases that can be resolved in SMS and Social care to improve resolution rate and reduce callback rates. Ensure feedback loop from reps and customers to identify pain points and improvement opportunities.
- Oversee strategy and customer experience for IVR to SMS program. Evaluate effectiveness of program and identify improvement opportunities. Measure impact of IVR to SMS on call deflection and customer experience.
- Maintain and improve Libby, the social care bot and build out future state strategy
- Monitor industry trends in SMS and identify opportunity to leverage new technologies including AI chatbot integration.
Qualifications:
- Bachelor's degree and 7+ years relevant experience, including marketing, call center, digital, or CX experience with a clear record of accomplishment
- Excellent oral and written communication skills. Ability to present in a clear, compelling fashion.
- Proven ability to partner with and influence key business partners
- Comfort and ability to discuss technology needs with Product Owners, vendors, and IT partners.
- Strong analytical skills including ability to work with complex data sets
- Proven ability to present complex analyses and make strategic recommendations for action
- Eager to contribute to a positive and collaborative team environment. Able to remain optimistic and positive in the face of setbacks. Curious and eager to learn and try new things.
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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