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Senior Manager Customer Experience Programs

Senior Manager Customer Experience Programs

Location 
US-CA-San Francisco
US-CA-Rocklin
US-SD-Sioux Falls
US-SC-Greenville
US-UT-Ogden
US-FL-Tampa
Job ID 
34066

More information about this job

Summary

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.

Responsibilities

  • 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

 

Qualifications

  • 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.

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