Director, Customer Experience Strategy in Bellevue, WA

$100K - $150K(Ladders Estimates)

Farmers Insurance Group   •  

Bellevue, WA 98004

Industry: Finance & Insurance


5 - 7 years

Posted 11 days ago

This job is no longer available.

Job Summary

The Customer Experience Strategy Director sets, communicates and activates the Farmers short-term and long-term Customer Experience (CE) agenda, works closely with the rest of the Customer Experience team and partners across the enterprise. The focus will include developing and maintaining the CE capability-building roadmap informed by industry best practices, competitive intelligence, and the planning and prioritization of key initiatives.

Essential Job Functions

  • Architects CE vision and strategy, including the CE roadmap for execution of key initiatives and capability builds.
  • Leverages data, analytics and outcomes of customer journey/design sessions to analyze areas that may be underperforming, and enhance a culture of operational excellence and continuous improvement with prioritization and high-level milestones.
  • Monitors current CE trends and insights across the discipline, and any implications for Farmers.
  • Oversees and directs the team that will own and monitor competitive intelligence - both traditional and innovative, with the ability to interpret those trends to create future business opportunities for Farmers.
  • Responsible for ongoing socialization and communication to broader enterprise on CE initiatives and outcomes, including preparing materials for executive and board-level audiences.
  • Partner with counterparts in other enterprise functions to align on prioritization, funding and resourcing for key cross-functional initiatives.
  • Ensure CE team is helping drive success of Agile to enhance collaboration, speed-to-market and quality across the enterprise.
  • Collaborates with key stakeholders throughout the enterprise to raise broader questions about product, sales, service, claims channels, technology and organizational design based on CE impact.

Physical Actions

Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.

Physical Environment

This position operates in an open office working environment which will include normal and customary distractions, noise, and interruptions.

Education Requirements

Bachelor's degree in business or related field required. MBA preferred.

Experience Requirements

  • 5-7 years relevant experience and strong strategic management background.
  • Project management experience within CE environment is beneficial.
  • Previous team leadership experience with an ability and passion to talent development.
  • Previous experience with Experience Design highly beneficial.