• AVP Customer Experience

    Job Locations US-OH-Cincinnati
    Job Post Information* : Posted Date 2 months ago(1/11/2019 5:22 PM)
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    Overview

     

    The AVP - Customer Experience is responsible for developing and leading our customer experience (CX) transformation efforts across the organization. This is a new role (eventually to be a team) in support of our vision and commitment to create and deliver a customer experience that makes SageSure our producers’ #1 choice for residential insurance in coastal states. S/he will share market and customer feedback with the organization to ensure SageSure is responsive and capitalizes on opportunities to grow the business. S/he will identify, evaluate, prioritize, initiate, lead and track all customer experience transformation initiatives. 

     

    Responsibilities

     

    • Create the CX function from the ground up and develop supporting processes within the organization
    • Educate the company on CX approaches and serve as the champion of CX at SageSure – encouraging all to employ customer-centric decision-making and prioritizing
    • Develop and implement CX metrics to be incorporated into Marketing & Sales KPI dashboard and reported to the organization
    • Attend producer council events and travel with field sales representatives periodically to gain first-hand customer input
    • Identify, evaluate, prioritize, initiate, lead and track all customer experience transformation initiatives
    • Develop and manage a CX strategy in support of our commitment to create and deliver a customer experience that makes SageSure our producers’ #1 choice for residential insurance in coastal states

     

    Qualifications

     

    • Senior level knowledge of the insurance industry (products/services, distribution channels and trends)
    • Outstanding leadership, teamwork and communication skills to effectively work with stakeholders across all levels of the organization, as well as with our producers
    • Proven track record in collaborating to drive organizational change, align team and achieve results in a cross functional environment
    • Advanced analytical skills and be process-oriented
    • At ease working as a liaison between the business and technology
    • Ability to use data/analytics plus creativity to turn challenging insurance needs into business opportunities
    • Outstanding analytical skills to sort out complexities and prioritize top opportunities for improvement
    • Ability to effectively design, document and communicate processes
    • Experience with process engineering or design thinking a plus
    • Exceptional organizational and problem-solving skills

     

    Education, Experience and Professional Accreditations

     

    • Insurance experience required; experience with residential insurance strongly preferred
    • Minimum 5 years progressive experience in CX project management, CX process development and CX strategy
    • Experience working with market research and, especially, CX metrics like NPS and Customer Effort Score strongly preferred
    • Experience selecting and implementing CX software preferred
    • Software UX experience, especially in an ecommerce environment, a plus
    • Bachelor’s degree in business administration, engineering or related field required

     

    About SageSure Insurance Managers

     

    SageSure Insurance Managers is the largest independent residential property managing general underwriter in the United States. SageSure develops competitively priced property insurance products for its highly rated carrier partners and distributes these products through a growing network of insurance agents and brokers. SageSure offers 35 products in 14 states, managing nearly all operations for more than 185,000 customers.

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