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Director Customer Experience Strategy

Director Customer Experience Strategy

Location 
US-CA-San Francisco
Job ID 
33832

More information about this job

Summary

The Director Customer Experience Strategy is responsible for steering the strategy, implementation and management of customer experience initiatives across the Esurance organization, accountable for dramatic improvement of customer satisfaction and loyalty. The Director is an evangelist for the customer experience and creates an executional practice and standards for the entire organization, ensuring all teams across the company make fact-based and ROI positive investments in customer-centricity. The Director leverages research and analytics, industry and market best practices, customer and business stakeholder feedback to facilitate or administer resources and initiatives required to create a great omni-channel, 360⁰ customer experience that maximizes customer satisfaction and loyalty, delivers against Esurance’s Brand Promise and Customer Value Proposition, and supports profitable growth. The position reports to the Chief Customer Advocate.

Responsibilities

Customer Experience Strategy

  • Develops and activates the Customer Experience strategy, framework and tools, translating from and re-informing corporate strategy
  • Plans investments in customer experience and forecasts impacts to KPIs
    • Ensures investments are aligned with short- and long-term financial goals, and specifically consistent with customer segmentation models
    • Participates in annual planning and management reporting
  • Identifies significant opportunities at key customer touchpoints that will require substantial re-design or cross-functional coordination
    • Secures buy-in and executional alignment across the organization to fulfill coordinated efforts
    • Program manages cross-functional initiatives
  • Manages the experience product strategy to pivot from disintegrated, process-specific and untargeted multi-channel experience system interactions to seamless, customer-centric, and personalized interactions
    • Ensures executive and executional buy-in on product strategy
    • Enables and ensures product strategy informs and is supported by distributed business initiatives
  • Acts as a key stakeholder in customer segmentation and customer value proposition definition, with a strong voice representing the needs of customers across the end-to-end lifecycle
  • Acts as key stakeholder and consultant in customer experience impacting initiatives across the company, advises on prioritization and design, and measures outcomes, particularly focused on insurance product design (pricing, underwriting, telematics, loss prevention, new product features or lines)
  • Internal thought leader on customer experience excellence
    • 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

 

Digital Experience Design & Digital Transformation

  • Develops ideal design frameworks of the end-to-end customer experience across all interaction channels to reduce customer effort with a focus on digitization
  • Manages the experience product strategy to pivot from disintegrated, process-specific and untargeted multi-channel experience system interactions to seamless, customer-centric, and personalized interactions
  • Institutionalizes and leverages leading edge human-centered design practices for user research and design of the best digital companies
  • Partners with insurance core product and technology leads to drive digital transformation

 

Customer Experience User Experience and Product Design

  • Leads an omni-channel product development organization responsible for creating a great customer experience including user experience, digital product management, and user research teams
  • Institutionalizes and leverages leading edge human-centered design practices for user research and design
  • Ensures deep integration with technology partners by fostering a culture of collaboration and managing product design talent which has technical fluency

Qualifications

  • Passion for driving customer-centric change and profitable growth
  • Empathy and the ability to leverage and represent customers’ voices, while still achieving business goals
  • Ability to create and manage change across business functions
  • Ability to leverage data and analytics to improve business outcomes
  • Decisiveness and track record driving results
  • Advanced critical-thinking skills and the ability to aggressively but diplomatically question assumptions and look for the less obvious answer

 

Experience / Education:

  • Bachelor’s degree in related field or equivalent experience required. MBA or other advanced degrees or certifications preferred
  • Ten or more years of successful management experience in customer experience or product development for digital distribution in a direct-to-consumer industry, subscription models preferred
  • Track record building high performing teams, defining organizational structure, acquiring and developing talent, embodying company values, inspiring others to find their own passion for wearing the customers’ shoes
  • Financial management experience, including budgeting, forecasting, preparing cost-benefit analyses, negotiating large services and software contracts
  • Financial services, especially insurance industry specifically insurance experience preferred

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