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Manager Customer Experience Strategy

Manager Customer Experience Strategy

Location 
US-CA-San Francisco
Job ID 
34991

More information about this job

Summary

As part of the Strategy and Innovation group, the Manager of Customer Experience Strategy is responsible for leading the company-wide transition towards customer-centric operations and a customer-obsessed culture. This role will be a key contributor to our mission of creating integrated marketing, products, services, and online/offline experiences, allowing Esurance to improve brand preference, customer mix, and conversion rate. As part of the marketing team, this role will work with business partners across the organization to develop strategies that enable the achievement of our purpose, priorities, and goals. The Manager of Customer Experience Strategy (CXS) will be central to developing and deploying the processes, technologies, tools, and organizational capabilities that will improve topline and bottom-line business results. CXS helps our business partners make sure we achieve our mission of making insurance “Surprisingly Painless”.

Responsibilities

 

  1. Drive Customer Centricity
    • Develops enhanced understanding of consumers' needs in the insurance marketplace now and in the future; aligns marketing and product efforts accordingly to grow Esurance brand preference; improve customer mix, conversion rate, and lifetime value; and drive overall satisfaction with the Esurance experience.
  2. Operationalize the overall strategy, translating market insights & product innovations into action
    • Contributes to strategy and innovation for the Esurance organization; taking corporate objectives and developing business, marketing, and customer experience strategies to deliver on those objectives.
  3. Consult cross-functionally at strategic & operational levels
    • Stewards the Esurance brand positioning and customer value proposition within the organization; identifies key proof points for use throughout all stages of the consumer journey.
    • Stewards product and service initiatives to deliver on the Esurance customer value proposition - from research identifying opportunities to deep collaboration to execute throughout all areas of the organization.
    • Helps business partners align their priorities with our customer experience strategic plan and leverage our strategic guidance, insights, and capabilities.
    • Helps partners explore business opportunities provided by new technology innovation, agile process, VOC insights, or other enablement programs as available.
  4. Evangelize insights from external sources
    • Continually investigates internal and external drivers of customer experience success with a keen eye on relevancy within our industry, business model, and customer segmentation.
  5. Drive integrated end-to-end prioritization
    • Drives the development and implementation of unique and innovative products and services that address the wants and needs of defined target audience.
    • Identifies, analyzes, researches, and makes solution recommendations for business, technology, and capabilities opportunities that would increase the quality and efficiency of customer experience efforts.
  6. Lead a team
    • Responsible for the employment, promotion, performance evaluation, training, motivation, and performance counseling of assigned associates

 

Qualifications

  • Demonstrated ability to develop broad business and marketing strategies from customer insights and understanding.
  • Detail-oriented with strong organizational and leadership skills, able to work well under deadlines in a changing environment and perform multiple tasks effectively and concurrently.
  • Demonstrated ability to manage relationships with both internal and external partners.
  • Demonstrated ability to work independently, rolling up sleeves as an individual contributor; as well as, a team leader.
  • Demonstrated strong collaboration skills, knowing how to navigate across organizational boundaries to influence others.
  • Strong program management skills, framing initiatives and collections of projects, keeping them on track and delivering them effectively and on schedule.
  • Passion for driving customer-centric change and profitable growth, with a high degree of business and financial acumen.
  • Excellent communication skills, both oral and written.
  • Strong analytical skills.
  • Demonstrated proficiency with Microsoft Office products (Excel and PowerPoint) required.

Experience / Education:

  • Bachelor’s degree in Business Administration, Marketing, a related field, or equivalent education required.
  • Five or more year’s strategy and/or consumer insights experience preferred to include three or more years in a management or supervisory role.

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