Senior Manager Customer Experience Programs

Esurance   •  

Sioux Falls, SD

Industry: Insurance

  •  

5 - 7 years

Posted 367 days ago

This job is no longer available.

Responsibilities

  • Works with Esurance senior leadership on prioritization, communication and implementation of customer experience programs and initiatives
  • Consults with senior leaders on strategy, tactics and ways to achieve business plan goals
  • Develops strategic program management and communication plans in support of overall business plans
  • Understands and participates in long-term business strategic planning, translating business plans into actionable customer experience initiatives
  • Leverages customer loyalty insights to identify customer experience improvement opportunities, drive effective solution design, and evaluate initiative success
  • Incorporates customer experience analytics and VOC insights into initiative prioritization and design
  • Leverages analytical teams for business case development support and impact measurement
  • Consistently monitors and identifies improvements to processes used to implement projects
  • Understands all aspects of Esurance operations as well as industry trends and opportunities in order to improve, prioritize and leverage customer experience programs.
  • Keeps up to date on emerging industry trends and changes that affect the customer experience
  • Continually evaluates progress of customer experience initiatives and works to keep different teams and organizations on track to achieve business goals
  • Partners with senior leadership to coordinate, negotiate, align resources, and resolves issues to ensure the on-time delivery and implementation of customer experience initiatives with all affected organizations
  • Develops and implements organizational communications that provide cross-functional context and alignment
  • Develops presentations for management and staff on process improvement, workflow and ?lessons learned? from implementation issues
  • Responsible for the employment, promotion, associate performance evaluation, training, motivation, counseling, and discipline of assigned associates

 

Qualifications

  • Detail-oriented with strong organizational management skills, able to work well under deadlines in a changing environment and perform multiple tasks effectively and concurrently.
  • Demonstrated strategic planning and analytical/problem-solving skills.
  • Demonstrated ability to manage relationships with internal and external customers.
  • Demonstrated ability to work effectively under pressure and within a collaborative team oriented environment using sound judgment in decision-making.
  • Excellent presentation, facilitation and negotiation skills.
  • Extensive project management and communication skills are also required to ensure on-time delivery of programs.

Experience / Education:

  • Bachelors degree in business, finance, insurance, or a related field, or equivalent experience required.
  • Seven years in consulting, program management, or marketing/sales leadership required, with three years or more experience with a multi-channel customer experience preferred.

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