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
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.