Sr. Specialist Customer Experience

Sr Spec Customer Experience - MQ08CE

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.   

Sr. Specialist Customer Experience

Do you put the customer at the center of everything you do?  Do you have a passion for continuous improvement?  Do you have a desire to work with customer feedback and turn that analysis into action and drives business value?   This is your opportunity to give your talents new purpose by applying them to meaningful work at The Hartford.

ABOUT THIS OPPORTUNITY

As a Sr. Specialist Customer Experience of Enterprise Customer Experience, you will support the broader Customer Experience community by using your passion for problem-solving and analytic mindset to identify areas of opportunity within customer feedback.  Leveraging VoC tools, you’ll develop feedback mechanisms within digital ecosystems, extract and analyze datasets, and help advance capabilities such as AI and Text Analytics.

Come join a team that helps drive customer centricity at The Hartford by getting at the heart of customer and distribution partner needs to continuously improve the customer experience.

RESPONSIBILITIES:

• Conduct CX analyses:  Leverage VoC data to conduct periodic analyses in support of enterprise and business unit CX team needs.
• Support Digital CX feedback execution:  Manage the digital survey intake process, and consult, design, and execute on the launch and monitoring of Medallia Digital feedback surveys.
• Support custom CX consulting efforts:  Support the ECX Director in executing and managing custom CX analysis and project work tied to high priority business opportunities.
• Support development and maintenance of new CX capabilities, including the assessment and development of Text Analytics, AI, and non-survey sources of customer feedback data, etc.
• Measure, monitor, report, and analyze VoC health metrics: Monitor performance of the feedback platform in areas such as response rates and alert closure rates.
• Partner with the APO and Agile team: Gather business requirements and quantify CX benefits related to Medallia Digital and program enhancements as part of the Agile prioritization process.

QUALIFICATIONS

• 3+ years of experience in a corporate environment with customer experience or customer-oriented roles (e.g., Customer Data and Analytics, Customer Feedback, Customer Service, Direct to Customer Sales, etc.).
• Experience as a project manager and/or business analyst preferred.
• Proficiency in data analytics tools: Experience with Excel, Tableau and AWS/Amazon Connect, is highly desirable.
• Demonstrable experience translating business objectives into tangible plans, actions, and results.
• Experience in primary market research is a plus, (e.g., Proficiency in designing, executing, and analyzing primary quantitative and qualitative marketing research, including questionnaire development, methodology selection, and data analysis.)
• Familiarity with insurance and/or financial services marketing research is a plus.
• Experience using CX VoC platforms such as Medallia, Qualtrics, InMoment, Concentrix, Sprinklr, etc., is highly desirable
• Bachelor’s degree preferred.

DESIRED TRAITS:

• Project management leadership: Ability to manage multiple projects/work-streams and handle changing priorities.  Well-organized and extremely detail oriented.
• Intellectual curiosity and discipline: Use data to drive objectives, priorities, and results, and the drive to find root causes of customer problems.
• Collaborative and strong partnership builder: Appreciate leveraging a variety of skill sets to achieve goals.
• Comfortable with reasonable ambiguity: Identify its sources and drive appropriate clarity.
• Excellent written and verbal communication skills: Understand audiences, tailor messages, and communicate insights clearly.
• Creative thinker and problem solver:  Ability to manage multiple assignments and adapt to changing priorities. Intrinsically motivated to act with a sense of urgency.

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Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:

$74,400 - $111,600

Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

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