Director: Employer, Employee and Producer Experiences

You are a driven and motivated problem solver ready to pursue meaningful work. You strive to make an impact every day & not only at work, but in your personal life and community too. If that sounds like you, then you've landed in the right place. The Director: Employer, Employee and Producer Experiences responsibilities will include: Engage the Group Benefits, supporting claims organization and Enterprise CX Community of Practice in effectively measuring and managing interactions with customers, producers and employees, 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 customer experience across all customer 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 for improvement of NPS, effort, and loyalty and drive positive impact on the P&L of the business. Create transparency between significant drivers of customer experience and investment strategy so linkages are well understood. Partner with leadership and functional leads to ensure appropriate consideration of the Customer Experience in support of and aligned with business strategy. Identify and focus investments on improving touchpoints that affect the most 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 democratization of rich and continuous customer feedback to insure business improvement across the business; align and mobilize the Group Benefits organization around CX improvement opportunities. Provide support and thought leadership to the implementation of VoC solutions. Adopt an insight/data-driven customer experience approach focused on customer centricity, which includes customer journey mapping, solution design, and test-and-learn design, execution, and analytics in partnership with other functions. Facilitate the development of the accountability action chain, establishing the approaches and implementation of research to understand customer loyalty and return on investment (ROI). Lead the development and implementation of CX guiding principles and adoption of CX standards across Group Benefits. Accountable for monitoring, reporting, and actioning on CX performance in Group Benefits, including analysis of Medallia data as well as alignment toward NPS and performance guarantees Effective collaboration and contribution to the CX VoC Community of Practice Compensation The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is: $110,560 - $165,840 Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age About Us | Culture & Employee Insights | Diversity, Equity and Inclusion | Benefits Director Customer Experience - MQ06CE --- Skills: Human achievement is at the heart of what we do. We believe that with the right encouragement and support, people are capable of achieving amazing things. We put our belief into action by ensuring individuals and businesses are well protected, and by going even further – making an impact in ways that go beyond an insurance policy. Nearly 19,000 employees use their unique talents in careers that span a variety of disciplines – from developing the latest technology to creating and promoting our products to evaluating future financial risks. We’re also committed to programs that drive education and support volunteerism, which put human beings first. We do it because it’s the right thing to do, and because when our customers, communities and employees succeed, we all do. About Us Culture & Employee Insights Diversity, Equity and Inclusion Benefits Legal Notice Accessibility Statement Producer Compensation EEO California Privacy

Salary : $110,560 - $165,840