Director, Experience

Division or Field Office:

Customer Experience Division

Department of Position: Services Port & Prgm Mgmt Dept 

Work from:

Corporate Office in Erie, PA Salary Range:

$139,559.00 - $222,932.00 *

salary range is for this level and may vary based on actual level of role hired for

*This range represents a national range and the actual salary will depend on several factors including the scope and complexity of the role and the skills, education, training, credentials, location (State) based on ERIE's geographical differences, and experience of an applicant, as well as level of role for which the successful candidate is hired. Position may be eligible for an annual bonus payment.

This is an in-office position. The successful candidate will report to our Corporate Office in Erie, PA.

At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 6,000 employees and over 13,000 independent agencies. Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia. 

Benefits That Go Beyond The Basics

We strive to be Above all in Service® to our customers—and to our employees. That’s why Erie Insurance offers you an exceptional benefits package, including:

• Premier health, prescription, dental, and vision benefits for you and your dependents. Coverage begins your first day of work.
• Low contributions to medical and prescription premiums. We currently pay up to 97% of employees’ monthly premium costs.
• Pension. We are one of only 13 Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of service.
• 401(k) with up to 4% contribution match. The 401(k) is offered in addition to the pension.
• Paid time off. Paid vacation, personal days, sick days, bereavement days and parental leave.
• Career development. Including a tuition reimbursement program for higher education and industry designations.
   

Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.

 

Position Summary

In collaboration with senior leadership drives experience excellence throughout ERIE by building strategic alignment to customer segments, expectations, and goals, for seamless, transparent customer experience. 

The Director of Experience holds a key portfolio leadership role, guiding Portfolio Discovery to ensure customer insights inform how work is identified, evaluated, and prioritized. This role evolves discovery and intake practices to accelerate speed while driving consistent customer experience practices.

Duties and Responsibilities

• Manages overall operations of designated authority. Interviews, hires, trains and directs personnel. Prepares and conducts performance assessments, coordinates discipline and oversees Employee development as required.
• Leads teams in strategy efforts to do one or more of the following: 
  • design and implement business processes to enable product research and development of portfolio prioritization, resource allocation, and risk management. 
  • provide product portfolio analyses and develop processes to support dynamic portfolio management. 
  • manage digital efforts by developing transformation strategies and goals, tracking results, and overseeing implementation
  • drive initiatives across functions, research and development units to create fully integrated business strategies. 
• Monitors and reports on portfolio objectives and key results and proactively addresses and resolves issues.
• Supports business portfolio of larger initiatives sets program vision, prioritizing projects, and making day-to-day decisions on scope, schedule, cost, and business outcomes. 
• Collaborates with senior leadership for overall strategy creation, execution, roadmap and success measures design, monitoring, adjusting, and reporting for core business.
• Partners