Operating Company
AFMIC American Family Mutual Insurance Company, S.I.

At American Family Insurance, we believe people are an organization's most valuable asset, and their ideas and experiences matter. From our CEO to our agency force, we're committed to growing a diverse and inclusive culture that empowers innovation that will inspire, protect, and restore our customers' dreams in ways never imagined.

Our company is driven by our customers and employees. That's why we provide more than just a job - we provide opportunity. If you are in search of a new challenge and ready for what's next, you're in the right place. Every new job opportunity is a journey that starts with a single step. Start your new journey by reviewing and applying for new job opportunities you are interested in!

Job ID:

R28280 Customer Experience Owner (Open to Remote) (Open)

Compensation may vary based on the job level and your geographic work location.

Compensation Minimum:$90,200.00

Compensation Maximum:$144,500.00

Summary:

Job Family Summary

Defines and delivers industry leading customer experiences, from consideration to policy termination, which embody our brand promise and meet or exceed the expectations of current and future customers. Ensures a seamless customer experience across channels and touchpoints. Accountable for and delivers key business driving metrics.
Job Level Summary

• Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines
• Solves complex problems
• Leads cross-functional teams in matrixed environment
• Works independently, receives minimal guidance
• May lead projects or project steps within a broader project or may have accountability for on-going activities or objectives
• Acts as a resource for colleagues with less experience

Primary Accountabilities

• Owns and drives the vision, strategy, and roadmap for an experience or series of experiences/journeys that contribute to high-level business objectives
• Gathers and synthesizes all existing knowledge to develop point of view on current customer experience performance and future customer needs; partners with research to prioritize and address any knowledge gaps
• Creates and presents business cases and actionable recommendations based on customer/consumer insights, competitor activity, and market trends to drive strategic alignment and coordinated execution against customer experience vision and strategy
• Identifies and manages against key performance indicators that link customer experiences to company/enterprise objectives

Travel Requirements

• This position requires travel up to 10% of the time.

Specialized Knowledge and Skills Requirements

• Demonstrated experience managing customer relationships in a collaborative, team environment
• Demonstrated experience overcoming barriers to quality improvements
• Demonstrated experience dealing with adversity and culture-changing customer-centric situations
• Demonstrated experience developing and delivering customer focused programs and processes in a collaborative, team based environment
• Demonstrated experience evaluating customer satisfaction trends and developing recommendations and strategies in response
• Demonstrated experience managing and leading large, complex, at risk projects to successful completion
• Demonstrated management or leadership experience

Additional Job Information