Manager, Customer Experience

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

Responsibilities

• Working alongside Arch Insurance colleagues, coordinate broker experience (BX) focused projects and activities with cross-functional teams, including defining key activities, identifying potential issues that may impact success, managing action items, and providing relevant and timely communications to key stakeholders.

• Project manage voice of the customer (VoC) initiatives and full cycle work streams, including surveys and focus groups. Analyze results and present synthesized findings and recommendations to key stakeholders.

• Engage third party vendors and oversee day-to-day activities to support timely deliverables.

• Actively contribute to the Distribution Data Coalition, a cross-functional alliance of creators and consumers of data, on stewardship projects to improve the data quality. Lead group discussions, manage project plans, and communicate updates to the group.

• Collaborate with IT and Digital Product Managers on the design and development of Customer Relationship Management Applications.

• Plan and oversee work streams that are related to the Arch Experience (AX) program. Actively contribute as a member of the program steering committee and be a visible ambassador of our brand promise – Pursuing Better Together (PBT).

• Expected business travel is 10-20%.

Education and Experience

• Strong critical thinking and problem-solving skills; detail-oriented with a high level of personal accountability.

• 4-7 years of experience in marketing, customer experience (CX), and/or consulting related work.

• Ability to work with cross-functional teams, establish positive relationships and develop ideas to surpass project objectives and customer needs.

• Ability to stay well organized, meet deadlines and manage time effectively; takes responsibility for actions and ensures other project stakeholders understand what is needed from them.

• Communicates clearly and succinctly; writes in a well-structured way for the needs of the audience; responds to listeners’ needs and feedback; adapts interpersonal style to different people and situations.

• Self-motivated and results oriented; comfortable working in undefined situations with ability to work independently on multiple assignments with guidance from Vice President, Broker Experience Strategy.

• Navigates organizational dynamics, relating comfortably with diverse groups of people. Balances gaining support on your ideas with valuing the input from others.

• Possess an infectious enthusiasm and can-do attitude to overcome obstacles in order to create extraordinary customer experiences.

• Proficient skills with business tools such as Microsoft Office Suite (e.g., Excel, Power Point)

Desired Skills/Experience

• Proficiency in project management skills and the ability to multi-task (e.g., managing priorities between multiple client assignments).

• A high level of integrity and mindfulness to confidential information.

• Strong business acumen and customer orientation with analytical thinking skills.

• Possess high emotional quotient and a customer orientation.

• Experience working with customer management platforms (e.g., Qualtrics, Survey Monkey), and virtual event platforms (e.g., Socio) is a plus.

• Bachelor’s degree with related experience. Work experience may substitute for education requirement.

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For individuals assigned or hired to work in the location(s) indicated below, the base salary range is provided. Range is as of the time of posting. Position is incentive eligible.

$85,000 - $107,000/year

• Total individual compensation (base salary, short & long-term incentives) offered will take into account a number of factors including but not limited to geographic location, scope & responsibilities of the role, qualifications, talent availability & specialization as well as business needs. The above pay range may be modified in the future.

Click here to learn more on available benefits.

Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you. If this job isn’t the right fit but you’re interested in working for Arch, create a job alert! Simply create an account and opt in to receive emails when we have job openings that meet your criteria. Join our talent community to share your preferences directly with Arch’s Talent Acquisition team.

14400 Arch Insurance Group Inc.