Director of AI Data Intelligence - CX

Dir Business Data Analysis - GA06AE

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.   

         

Join The Hartford’s Customer Data Ecosystems (CDE) team as we redefine how data and AI power customer experiences. As the Director of AI Data Intelligence for Customer (CX), you’ll lead the design and delivery of next-generation platforms that unify customer identity, behavior, and interaction data, enabling real-time insights and predictive decision-making. By leveraging Generative AI, advanced data engineering, and modern analytics frameworks, this leader will transform how the enterprise understands and engages customers, driving personalization, operational efficiency, and superior customer experiences.
 

Responsibilities:

AI-First Customer Intelligence Strategy

• Define and execute a multi-year roadmap for AI-driven customer intelligence platforms, aligned with enterprise CX and data strategy.
• Champion adoption of Generative AI and agentic frameworks to deliver real-time, contextual insights for customer engagement and servicing.
• Influence senior leaders across Product, Marketing, Operations, and Line of Businesses (LOBs) to embed customer insights into prioritization, journey redesign, and strategic decisions.  

Platform Architecture & Innovation

• Own the vision for a unified customer intelligence layer integrating identity, behavioral signals, and interaction history using advanced data engineering patterns.
• Collaborate with AI engineering teams to operationalize GenAI capabilities, retrieval-augmented generation (RAG), and knowledge graph-driven insights.
• Drive experimentation with vector databases, semantic layers, and streaming architectures to enable predictive and prescriptive intelligence.
• Drive data marketplace initiative for CDE, including consumer data products, glossaries, definitions, and resolution of data issues across business units.

Generative AI Enablement

• Oversee development and deployment of AI-powered models for Next Best Action, personalization, and proactive servicing.
• Partner with IT, Data Engineering, and Innovation teams to embed GenAI capabilities into analytics platforms, customer-facing applications, and cross-functional workflows.
• Maintain alignment with governance, trust, and safety standards for ethical AI deployment.

Data Quality & Governance

• Establish robust data quality frameworks for customer intelligence platforms, ensuring accuracy, consistency, and compliance.
• Partner with enterprise data governance teams to define standards for data marketplace, persona modeling, and cross-channel data integration.

Leadership & Collaboration

• Build and lead a multidisciplinary team of AI data analysts and CX strategists.
• Foster a culture of innovation, continuous learning, and cross-functional collaboration.
• Act as a strategic advisor to senior leadership, translating complex AI-driven insights into actionable business outcomes.
• Collaborate with vendor partners and internal innovation teams to drive cutting edge innovation capabilities.

Required Skills & Experience

• 10+ years of experience in data engineering, AI/ML, or advanced analytics, ideally with Insurance, Financial Services, or direct customer-facing industries.
• 5+ years’ experience in customer analytics and formal management responsibilities.
• Proven expertise in Generative AI, knowledge graphs, RAG, vector databases, and cloud data ecosystems (Snowflake or GCP Vertex AI).
• 1+ year designing, testing, and optimizing prompts for generative AI models (LLMs, RAG architectures).  
• Experience integrating AI agents into data workflows and automating decision-making processes.  
• Strong understanding of semantic layers, ontology-driven architectures, and real-time streaming platforms.
• Expertise in SQL, Python, or other relevant scripting languages for data manipulation and analysis.
• Demonstrated ability to lead large-scale platform initiatives and manage cross-functional teams.
• Exceptional communication and storytelling skills to influence technical and business stakeholders.
• Commitment to continuous learning and professional development in AI, data engineering, and cloud technologies. 
• Proactive, adaptable, and comfortable working in fast-paced, complex environments. 
• Bachelor’s degree in Computer Science, Data Sc