Director, Claims Customer Experience and Voice of Customer

Director Customer Experience - MQ06CE

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Director, Claims Customer Experience and Voice of Customer

ABOUT THIS OPPORTUNITY 

The Claims Director of Customer Experience Management and Voice of Customer (Director of Claims CX) is responsible for collaboratively identifying opportunities to create exceptional customer experiences that further drive competitive advantage as well as increased agent/broker and customer preference, satisfaction, and loyalty. This individual will focus on identifying or validating the characteristics that most significantly affect satisfaction with engagements (human and digital) throughout the claim process and with the overall experience. Working collaboratively with Claims, Strategic Shared Services, Data Science, Digital, and enterprise/business line marketing and communication teams, this individual will develop insights to help the Claims SLT prioritize strategies to improve processes that move customers from detractors to promoters.

 The successful candidate will drive focus on how our end-to-end strategy and AI tools affect customer sentiment, engage partners to help inform the design and launch of experiences that generate measurable satisfaction, and shape communication and education strategies related to engagement, deployment, sustainment and success.

This role reports to the head of Claims strategic communication, regularly engages with and presents to senior leaders, and collaborates closely with the Claims P&C and Employee Benefits strategy leads and CX leads across the organization, reporting findings and helping infuse the Claims story throughout our marketing messaging and enterprise narratives.

The role leads the development of comprehensive CX insights for Claims, including the ownership and the management of appropriate voice of customer(VoC) platforms. The Director of CX cultivates and reviews VoC insights via various tools (i.e. Medallia, PowerReviews, qualitative research, NPS studies) on transactional and non-transactional levels, incorporating appropriate insights and research from business lines. The director will also build scorecards and conduct analysis that helps inform business strategy.

Working with senior business leaders and teammates across functions, this individual will utilize data and analytics tools and insights, customer experience management practices, innovation, and design tools to accelerate the adoption of practical changes throughout the claim experience and with marketing, digital, and business line UW/sales channels. This role coordinates closely with the enterprise customer experience team, research team, business strategy leads and underwriting organizations to identify best practices, take advantage of scale, and prioritize areas for improvement.

The successful candidate will be considered the Claims customer experience VoC authority and will partner closely with Claims and Strategic Shared Services leadership, preceding (to inform and help shape), during (to measure and monitor), and post (to identify opportunities and recommend improvements) business actions/initiatives, ensuring continuous infusion of insights into business practices. This role will also share insights (including outcomes, Claims stories, metrics, and customer experiences) with the Claim organization to reinforce our customer-centric mindset.

RESPONSIBILITIES:

• Engage the Claims organization and Enterprise CX Community of Practice in effectively measuring and managing interactions with customers and claimants, creating a persistent focus on the customer in all decisions and actions, driving the organization to work together on delivering an optimum customer experience, identify opportunities to improve the experiences across all interactions, and support leaders in our transformation to customer centricity. 
• Cultivate VoC insights from transactional listening mechanisms as well as primary/secondary research to enable a consistent and actionable CX measurement approach that will identify and prioritize areas to grow NPS promotors and minimize detractors.
• Partner with leadership and functional leads to ensure appropriate consideration of the Customer Experience in support of and aligned with business strategy. 
• Identify touchpoints that affect the most claimants and customers, occur with the greatest frequency, and/or drive emotional impact. Define areas of focus and value realization and develop prioritization framework.
• Support the capture and dissemination of rich and continuous cust