Manager, Customer Experience Programs
1 week ago
Reporting to the Director, Enterprise Transformation Strategy & Delivery, this new role is key to the overall customer experience strategy at Gore Mutual.
Although this is an individual contributor role, this position is high profile and has a high impact on the company’s strategic objectives. This role acts a conduit and enabler between all stakeholders in ensuring successful delivery of products and services to brokers and customers, both in the design of processes and operating models as well as in remediation when issues arise.
As a trusted business partner, you master the art of building and nurturing relationships with key stakeholders such as business leaders, vendors, customers, and brokers. You are a highly resourceful problem-solver who can navigate through ambiguous situations, explain, and communicate complex issues in a simple way, and deliver tangible results.
You are a transformation leader with strong business acumen who excels in business architecture and has a strong track record of building effective and impactful operating models.
**What will you do?**
- Act as a Customer Experience Ambassador and champion process improvement
- Partner with key leaders across business and technology teams to design world-class experiences
- Monitor and enhance experience dashboards and ensure each part of our business have the appropriate lead and lag indicators to make reactive and proactive improvements
- Provide ongoing visibility into experience improvements and regularly share success stories to celebrate and recognize collective achievements, and promote a continuous improvement mindset across the organization
- Conduct process design work in a matrix structure across Subject Matter Experts to align with key milestones and support the delivery of strategic initiatives
- Identify issues, conduct root cause analysis, hypothesize solutions, gain alignment of multiple stakeholders to resolve and manage the implementation of the solution
- Conduct broad market research to stay in touch with the latest emerging trends, technologies, and innovative solutions
- Conduct targeted market, product, and service assessments, mapping out data and process flows as well as user and stakeholder interviews and surveys.
- Partner with key stakeholders to develop appropriate impact assessments and response plans when technical and business issues arise.
- Maintain adequate supporting documentation i.e., detailed notes, process maps, project schedules and timelines, signoffs from business, etc.
- Establish KPIs and define mechanisms for monitoring, analyzing, and reporting against these metrics and for sharing insights
- Proactively look for opportunities to influence, coach and mentor stakeholders and team members
**What will you need to succeed?**
- Extensive experience building and designing customer experience program(s)
- Experience in Property & Casualty Claims Transformation
- Experience with analyzing large data sets
- Experience in presenting updates to C-suite level
- Demonstrated ability to partner with key business, function, technology stakeholders and external vendors on large technology implementations
- Deep understanding of enabling technology, tools, and methodology to drive process standardization across financial/insurance businesses
- The ability to travel to our Cambridge and Toronto office is expected, a mix of home & in-office workdays will be determined by the needs of the business.**_
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