Associate Director of Cyber Insurance Customer Experience

Associate Director of Cyber Insurance Customer Experience

Requirements

• Advanced knowledge of customer experience best practice and theories.
• Collaborative and demonstrated ability to work with people of diverse backgrounds.
• Strong oral and written communication skills required, able to depict complex ideas, issues and designs to influence varied audiences.
• Advanced analytical, project management, writing and presentation skills.
• Comfortable presenting recommendations to business leaders.
• Bachelor’s degree in a relevant field with a minimum of 8+ years relevant experience. Advanced degree preferred.

Responsibilities

• Help prioritize what to build when to achieve strategic goals.
• Monitor the ongoing status of priorities at the development level (think Jira).
• Identify when corrective action is needed and coordinate that corrective action.
• Advocate for the customer by identifying, designing, and communicating areas of improvement to the customer experience.
• Lead cross-functional project teams for highly visible and/or highly complex initiatives, representing the customer perspective.
• Provide recommendations, present, and influence actionable plans to address gaps in the customer experience.
• Mentor more junior team members and may direct work of others.
• Conduct analysis and design of customer journey points or programs, impacting a large or complex operation and/or multiple functions.
• Implement changes to enhance the customer experience.
• Utilize advanced methodologies to conduct primary and secondary research to uncover customer experience data points.
• Determine and define targeted areas for improvement and leverage advanced tools/practices to solve business needs.
• Collaborate with internal/external customers to articulate and translate the vision of the customer experience.
• Measure key performance indicators (KPI’s) of customer journey points or programs.
• Collect, consolidate, and analyze customer data points to produce metrics and identify areas for continuous improvement.
• Clearly articulate, translate, and present the vision and strategy to business leaders.
• Create and design content or processes adhering to customer-centric principles.
• Direct the work of other team members in the creation of deliverables.
• Partner with and/or lead cross-functional teams as a customer advocate.
• Lead highly visible, sensitive, and/or highly complex initiatives.
• Seek and incorporate input from internal/external customers, stakeholders, and management into customer experience roadmap.
• Work directly or indirectly with frontline employees/management to deliver a superior customer experience.

Preferred Qualifications

• Advanced degree preferred.