Consumer Experience Manager

Novo Insurance is a disruptor. A pro-consumer, driver-first, out with the old and in with the new, car insurance company. In a digital age where it's possible to know exactly how every person drives, it's possible to also provide insurance that rewards good driving behavior. We are revolutionizing how insurance is purchased, administered, and delivered.

We offer context-based insurance using artificial intelligence techniques powered by telemetry data, behavioral data, and spatial data. Our team of data scientists, software engineers, mobile app designers and insurance gurus are creating insurance solutions that cut through a legacy of dated business practices. We see the future and we are here to make it happen.

We’re looking for a highly motivated Customer Experience Manager (CEM) to join our growing Novo Insurance team.
You will bridge the gap between the customer and the brand they work for. You will identify and create “Journey Maps” that will help identify, visualize and describe every single brand touchpoint, including getting a quote, filing a claim, making a policy change and paying a bill.
What you will do:

• Own the end-to-end experience of the customer journey and identify gaps in the experience as well as find critical moments for consumers, whether rational or emotional.

• You will bridge the gap between the customer and the brand. You will identify and create “Journey Maps” that will help identify, visualize and describe every single brand touchpoint, including getting a quote, filing a claim, making a policy change and paying a bill.

• You will make sure that customer satisfaction and loyalty rates increase, gaining more recommendations from those customers via web/app/ social by working with product/UW and Sales and CSR team and provide the content to map to that journey.

• Conduct user research to drive consumer insights and develop surveys to gauge real time consumer experience.

• Champion opportunities to consistently Improve the consumer experience by collecting, analyzing, and interpreting customer interactions data to identify requirements and information useful in optimizing customer experience.

• Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement and VOC( Voice of Consumer)

• Track, analyze, and optimize key performance indicators like

• Net Promoter Score (NPS)

• Customer Satisfaction (CSAT)

• Customer Effort Score (CES)

• Customer Churn Rate

• Customer Retention

Requirements:

• BS or advanced degree in Business, Statistics, or, User Research, Marketing

• 5 – 7 years of personal lines industry experience required

• Strong design and user sensibilities

• Empathy for users and a drive to discover and resolve their pain points

• Excellent communication, organizational and leadership skills

Comps and perks:
To support the total well-being of our employees, we offer a comprehensive benefits package that provides flexibility and affordability with a variety of medical, dental, vision, life insurance and disability options. Our commitment to wellness, wellness education, preventive services and fitness activities are designed to meet you where you are.

Job Type: Full-time