Lead Digital Optimization Product Associate - Customer Experience

The work we do has an impact on millions of lives, and you can be a part of it.We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
The Lead Associate is responsible for optimizing digital and self-service capabilities across Inforce and Claims including digital web, self-service, telephony/IVR, and customer communications.  Would serve as the business owner capability champion and work with various IT and business areas (i.e. Marketing) to ensure execution of agreed upon strategies/experiences that align with Enterprise experiences and standards and ensure that the product supports business objectives.  The Product Manager is a proven change leader with a passion for results-driven transformation and innovation.  
The Lead Associate articulates what success looks like, rallies a team to turn that vision into reality, and makes hard decisions and tradeoffs to ensure business value is delivered iteratively and at an accelerated pace.  Iterative delivery of business value at an accelerated pace requires the Product Manager to understand and define viability and to prioritize features and capabilities into a series of viable deliveries and campaigns. 
The Lead Associate will be responsible for transforming how our suite of digital and self-service CX tools continues to evolve within CX and in alignment with broader Enterprise strategies and experiences.  The role will ensure capabilities are designed with customers in mind, which impacts to employee and distribution partners are considered, and that comprehensive plans are developed to drive internal and external adoption (including communication, training, and long-term sustainability).

Key Attributes:

• Create digital and self-service experiences that are customer-centric, innovative, easy-to-use and align to business objectives. 
• Use customer insights, stakeholder feedback, market research and product analytics to develop and own a roadmap for self-service products in digital channels. 
• Identify operational processes, user experiences and customer communications that can be improved to provide a better customer experience and/or lower the cost to serve (through reduced call volumes or other expenses).
• Develop strategies, communications, and adoption campaigns to make stakeholders aware of capabilities.
• Define success criteria and metrics, analyze and tune existing capabilities to optimize adoption and effectiveness, and measure performance using customer feedback, product analytics and product health data to determine enhancement opportunities.  Will need a close partnership with the Business Analytics team to ensure performance measures, customer behaviors, and operational impacts are known are measurable. Will need a close partnership with the Business Analytics team to ensure performance measures, customer behaviors, and operational impacts are known and measurable.
• Serve as CX business owner of telephony platform, NICE and influence decisions in voice strategy for product/functionality/experience area requiring strong understanding of the business, policies, procedures and/or compliance requirements. 
• Modernize and integrate our interaction channels and capabilities to meet customer expectations of self-service and ease of doing business while also improving our employee experience.
• Lead and collaborate with resources across the organization and influence without authority by building strong relationships and partnerships across in highly matrix environment.
• 
  

Qualifications:

• Bachelor’s degree in a business-related or technical field, or equivalent work experience
• High school diploma required
• Minimum of 3 years relevant experience in Digital Optimization 
• Domain expertise/knowledge of the life insurance market and the demonstrated ability to come up to speed quickly on unfamiliar areas of the business
• Excellent analytical and technical skills, and the demonstrated ability to break down and simplify complex problems
• Exceptional interpersonal skills, including teamwork, facilitation, and negotiation
• Demonstrated ability to influence others without formal authority
• Strong customer orientation and commitment to customer-centric design
• Excellent planning and organizational skills
• Experience owning a product roadmap and crafting requirements and specifications
• Experience with Agile methodology of project delivery, including but not limited to intake and discovery/analysis of new work and work in progress within the backlog
• Ability to serve as a liaison between both business and technical teams to drive effective, timely solutions that fulfill both strategic and operational needs
• Ability to travel