Help develop and execute cross-organizational initiatives that improve customer and employee experience as well as business operations. Main responsibilities include direct project improvement oversight; analysis of customer experience and operational data for improvement opportunities; and managing market research surveys and CX projects. Coordinate and manage the agency profit sharing with Business Development units. Identify, develop and recommend agency incentive initiatives such as sales contests and commission/profit sharing changes and coordinates implementation and communication of such with Business Development Management (BDM).
RESPONSIBILITIES/TASKS:
- Work with the Director and Senior Manager of Customer Experience to implement the CX roadmap, strategy and communication plan.
- Assist with omni-channel strategy in partnership with various departments.
- Creative use of technology and alternative approaches to enhance and improve current state processes and methodologies.
- Effectively executes research design components such as questionnaire writing, research execution and report creation.
- Collect customer experience data through quantitative and qualitative methods.
- Work with Sr. Customer Experience Manager to survey all customer types to gauge customer experience and gather feedback around ongoing digital transformation initiatives.
- Conduct and/or partner on consumer studies and present findings that will inform improvements in the customer experience.
- Data analysis and investigation to find trends.
- Run ad-hoc surveys to answer business questions or address possible issues.
- Assist with vendor selection and management.
- Recommend process improvements based on data and analysis findings.
- Partner with the Director of Marketing & Customer Experience and Sr. Customer Experience Manager on development and management of annual budget, goals, objectives and systems needed to support the work of Customer Experience.
- Manage special projects and serve on project teams, as assigned.
- Achieve expected results for significant phases or larger complex assignments.
- Train and develop staff, as necessary.
- Act a resource to Agency Relations and other departments.
- Work with minimum supervision and exercises sufficient discretion and independent judgment.
- Maintain confidentiality of information processed.
- As assigned, leads and is accountable for cross-departmental and/or cross-operating company initiatives involving multiple functions and complexity.
- Drives business decisions via effective communication, problem solving and analytical skills.
- Appropriately challenges the status quo and uses critical thinking to devise solutions to business needs.
- Attends Council Meetings and Conferences as needed for the team.
- Oversee the agency profit sharing program, including modifications to the program and communication of changes with internal and external customers.
- Suggest and implement changes to agency financial incentive programs including commission changes, sales contests, etc.
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.
EDUCATION OR EQUIVALENT EXPERIENCE:
Bachelor’s degree in marketing, business, psychology, statistics or related field. Combination of relevant education and experience may be considered in lieu of a degree. Continuous learning, as defined by the Company’s learning philosophy, is required. Certification or progress toward certification is highly preferred and encouraged.
EXPERIENCE:
With proper education credentials, six (6) to eight (8) years of experience in related field. Relevant insurance experience which will provide the necessary skills, knowledge and abilities preferred.
SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:
- Considerable knowledge of the workers compensation insurance industry and the independent agency system.
- Considerable knowledge of market research and Voice of the Customer Feedback methodologies.
- Ability to analyze data using analytic engines such as R, Tableau, SPSS, Access, SAS or other analytic engines.
- Comprehensive professional and business knowledge with a growing area of specialization and/or expertise.
- Excellent verbal and written communication skills.
- Ability to interact with others to build consensus and get decisions implemented.
- Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
- Knowledge of relevant elements of other disciplines (e.g., Claims, Corporate Operations etc.)
- Ability to establish rapport and maintain effective working relationships with both internal and external customers.
- Ability and proficiency in the use of computers and company standard software, including advanced knowledge in PowerPoint, Word, Excel, Access, other corporate databases and standard Microsoft products.
- Ability to establish workflows, manages multiple projects, and meets necessary deadlines.
- Ability to comprehend the consequences of various problem situations and address them or refer them for the appropriate decision-making. Independently resolves most problems.
- Ability to conduct and/or partner on consumer studies and present findings.
- Ability to make competent, independent decisions.
- Ability to perform other assignments at locations outside the office.
WORKING CONDITIONS:
Work is performed in an office setting with no unusual hazards. Frequent travel is required with some overnight stays.
PAY RANGE:
Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $80,900 and $135,400.
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