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.
Customer Experience Strategy
Digital Experience Design & Digital Transformation
Customer Experience User Experience and Product Design
Experience / Education: