The Sr. Manager Customer Experience VOC Programs leads, designs and manages programs to increase overall customer satisfaction and loyalty which supports the overall Esurance Customer Experience. This role identifies customer pain points and opportunities for process and experience improvements through the VOC channels, and shares this with top leadership and business owners to integrate into CX initiatives across the enterprise. Utilizing data driven analytics, sharing customer insights and business feedback, the Senior Manager contributes to initiatives developed to create a great 360° customer experience that maximizes customer loyalty and delivers on Esurance’s Brand Promise and Customer Value Proposition. Corporate NPS and customer satisfaction benchmarking programs are led by the Sr. Manager and VOC team and progress, goals, and results are shared across Esurance enterprise.
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