Digital Customer Experience Manager - Commercial Lines

What you need to know: AIG is on a journey to build a market-relevant, globally consistent, and digitally enabled customer centric culture. We are looking for a Digital Customer Experience Manager to drive customer satisfaction and loyalty outcomes throughout the lifecycle for Commercial Lines customers and end-users. As Digital Customer Experience Manager, you will sit at the intersection of our business, customers, and digital capabilities, working with business and technology teams to ensure the development, adoption, and usage of customer-facing digital capabilities that enable a seamless and positive customer experience across all business verticals. About the role: This is an important, visible role in AIG’s mission to adopt a Customer First culture and digitize the customer experience. You will report to the Global Head of Customer Experience as part of AIG’s Digital organization. Your mission will be to help the business adopt and institutionalize ideas and practices that create a customer-first culture and drive advantage for our company. You will: Be an advocate for the customer to shape strategy, product, and digital actions. Support a customer-first approach using key tools and methods like customer journey maps, identifying moments that matter, customer research, and experience design principles. Help design and operationalize customer experiences that drive customer satisfaction and employee engagement. Utilize an agile way of working and leverage design-thinking concepts throughout your work and engage with agile development teams to shape the development of outcome-focused deliverables. Support the culture of continuous improvement and innovation centered on the customer. Key Responsibilities: Support our efforts to enable a customer first-culture: Work closely with the business to establish the practices and processes needed to create a customer-first culture that permeates interactions, initiatives, and decision-making. Partner with business, product, and operations (claims, call center, service) teams to ideate on workflow, processes, and customer communications which the digital experience relies on. Optimize the client experience and enhance customers’ perception of the value we provide. Be a champion and advocate for the customer: Work with stakeholders in business, product, operations, and technology to integrate customer perspective in all key strategic and tactical decisions. You will: Leverage the principles of design-led thinking and experience design to identify customer pain points, triage and prioritize opportunities based on customer input, balance of operational impact and alignment to business goals. Support the facilitation and development of Customer Journey Maps (“CJM”) and identify the “Moments that Matter” (MTMs) across all business lines and products. Work with key partners in business, technology, design, et al. to develop digital ideas, products, features, processes, and means of communication that address the MTMs to improve the customer experience. Support the building of digital experiences to measure, integrate, and leverage customer research and identification of pain points into business planning and decision making. Analyze, synthesize, and assimilate findings from a wide array of quantitative and qualitative data sources (digital platform performance, workflows, etc.) to identify root causes and opportunities to enhance the customer experience. Support the adoption of best practices and tools: Work with global Digital delivery team counterparts, in order to: Create and define best-in-class tools, capabilities, and practices for customer-centric design (i.e., Customer Journey Mapping, Design Thinking, etc.) to support customer-focused initiatives. Define the appropriate use of data and measurement tools to understand web behavior including drop off points (abandonment rate), identify insights based on web analytics and other digital delivery metrics to drive adoption of our digital capabilities, and provide best in class experiences. Leverage the data to determine prioritization of backlogs, prioritize key features based on customer interactions and feedback and support a culture of data-led decision making. Drive continuous improvement and agile way of working: Support the customer-focused continuous improvement vision and objectives for the digital customer experience. Use strong mastery of sAFe Agile development and implementation for both technology and non-technology projects. Drive discipline, rigor, and accountability for success across multitude of customer initiatives. Qualifications: Solid understanding of what a digital/automated customer experience means, and a passion to be part of the Digital transformation journey at AIG 3- years experience building digital solutions for the insurance or financial services sector preferred, or strong familiarity with digital experiences to end-user consumers in other sectors. Experience integrating customer perspective and insights from a broad array of data into product and process improvement initiatives. Collaborative team player, comfortable working in matrixed environment, who can align a myriad of stakeholders to get things done. Familiarity with design-thinking concepts, some background in sAFe Agile development methodologies preferred. Exposure to large complex transformations, that requires strategic thinking and ability to see through execution. About You: Proficient in managing multiple competing priorities simultaneously. Ability to translate complex ideas in a visually compelling way. A proactive problem-solver with a solutions-oriented attitude. Self-starter that is comfortable working in a dynamic program environment that includes a degree of ambiguity. Excellent proactive communication and relationship management skills Blend of quantitative and qualitative skills, with the ability to be creative. A collaborative team player that fosters a culture of diversity and inclusion. Ability to travel on occasion as needed. For positions based in Jersey City, the base salary range is 94,000-$133,000. For positions based in NYC, the base salary range is $98,000-$1139,000. In addition, the position is eligible for a bonus in accordance with the terms of the applicable incentive plan. We’re proud to offer a range of competitive benefits, a summary of which can be viewed here: AIG Benefits Overview. #LI-CY1 A look at our Benefits We're proud to offer a range of employee benefits and resources that help you protect what matters most - your health care, savings, financial protection and wellbeing. We provide a variety of leaves for personal, health, family and military needs. For example, our "Giving Back" program allows you to take up to 16 hours a year to volunteer in your community. Our global mental health and wellness days off provide all colleagues with a paid day off to focus on their mental health and wellbeing. We also believe in fostering our colleagues' development and offer a range of learning opportunities for colleagues to hone their professional skills to position themselves for the next steps of their careers. We have a tuition reimbursement program for eligible colleagues to enhance their education, skills, and knowledge in areas that relate to their current position or future positions to which they may transfer or progress. We are an Equal Opportunity Employer American International Group, Inc., its subsidiaries and affiliates are committed to be an Equal Opportunity Employer and its policies and procedures reflect this commitment. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories such as sexual orientation. At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives. To learn more please visit: https://www.aig.com/about-us/diversity-equity-and-inclusion AIG is committed to working with and providing reasonable accommodations to job applicants and employees with physical or mental disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to complete any part of the application or hiring process, please send an email to candidatecare@aig.com. Reasonable accommodations will be determined on a case-by-case basis. Functional Area: IT - Information Technology Estimated Travel Percentage (%): Up to 25% Relocation Provided: No AIG GLOBAL OPERATIONS, INC. As a leader in commercial and personal insurance solutions, we are one of the world’s most far-reaching property casualty networks, offering a broad range of products, including Liability, Financial Lines, Property, Global Specialty, Crop Risk Services, Personal Lines and Accident and Health. But as a leader, it is also important to us to help the world overcome some of the biggest challenges it has ever faced. From tackling climate change to creating more diverse, inclusive workforces, we are proud to not just be part of the solution, but to be a global leader for positive change in the communities that we serve. We’re also committed to doing the right thing for our people and the communities where we work and live. It’s why we seek to offer what matters to our ever-diversifying team - like flexible and creative work environments, professional growth opportunities and forums to advocate for one another and incite change. We encourage employees to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs. Join our Talent Network . Additional information about AIG can be found at www.aig.com | YouTube | Twitter | LinkedIn. These references with additional information about AIG have been provided as a convenience, and the information contained on such websites is not incorporated by reference into this press release.