We are actively hiring for a Customer Experience Leader to join our team and support CSAA Insurance Group, a AAA Insurer, in achieving our goals! We are looking for motivated, innovative individuals, who think big and move fast with a passion for service excellence.
Define, raise awareness, and advance the customer journey(s) and opportunities to enhance the customer experience.
Manage customer journey map(s), dashboards, and related data and models for assigned customer journey(s).
Ensure end-to-end journey(s) and programs are in alignment with corporate strategy and business practices in CX.
Collaborate and coordinate with Operations, Marketing, Product, Sales and Partner teams to identify and prioritize opportunities, evaluating potential short and long-term impacts on the customer experience.
Identify and obtain needed tools, training, resources, and best practices from outside the company to enhance assigned journeys and customer journey process.
Identify customer problems, build business cases using design thinking and lean start-up approaches and evolve ideas to enhance the customer experience.
Recruit, lead, train and mentor a series of cross-functional teams to better understand customer problems.
Advance innovative solutions to better win, engage, and retain AAA members and insurance agents.
Manage large and/or multiple programs portfolio(s) from initiation to permanent team handoff.
Negotiate with stakeholders on the scope and scale of overall journey plan/vision, pilots and rollouts. Develop project plans, test plans, and set guidelines for success or failure of pilots.
Track program contributions to relevant KPIs such as net promoter score, retention, growth, and expense savings.
In alignment with our data-driven culture, monitor market research and industry trends, commission new research, coordinate data analysis, interpret insights, and provide strategic direction for initiatives.
Share comprehensive customer insights through presentations, case studies, white papers, dashboards, idea inventories, and journey maps to inspire action and establish CSAA IG expertise within AAA.
Develop and maintain a thorough understanding of the company's business plan, key business drivers and stakeholders, and new and ongoing initiatives.
Serve as an influential leader across the organization who models our company's guiding principles.
15+ years working in cross-functional teams in corporate settings (in disciplines such as product management/development, corporate strategy, marketing strategy, or management consulting)
Industry-acknowledged credentials, education and/or practical experience in Design Thinking
3+ years designing and implementing lean change initiatives within complex, matrixed organizations
Highly developed understanding and knowledge of customer journey work including experience working with loyalty and customer engagement programs
Experience coaching teams to become self-organizing, high performing teams
Outstanding communication, relationship-building, presentation and project management skills
Independent, strategic thinker who fosters curiosity, creative-thinking and continual process improvement
Strong business acumen and political savvy
Quick learner on complex and nuanced issues and the insurance industry
Change management expertise and change agent mindset
Expertise in market tests and research, with a strong appreciation for the power of testing and research ("go slow to move fast")
Familiarity with multiple types of consumer data and insights (survey, behavioral, demographic, qualitative) to aid customer focus and representing the customer problem in decision making decision-making.
Experience in insurance, financial services or other regulated industries (Preferred)
Agile certification(s) (Preferred)
Digital/IT production and management experience (Preferred)
Start-up/Entrepreneurship experience (Preferred)
Business case creation expertise (Preferred)
Prior success in launching new programs or entering new consumer markets (Preferred)
Make a difference. We don't just go to work. We're a team of employees committed to AAA members, our communities and each other.
Lifestyle. We drive strategy through innovation. We do honorable work, and we live our core beliefs.
Recognition. We offer a total compensation package, performance bonus, 401(k) with a company match, and so much more!
Read more about what we offer and what it is like to be a part of our dynamic team at: Benefits (aaa.com)
Submit your application to be considered. We communicate via email, so check your inbox and/or your spam folder to ensure you don't miss important updates from us. Headquartered in Walnut Creek, California, our community also works in Arizona, Colorado, Nevada, New Jersey and Oklahoma. Our differences, visible and invisible, make every individual at CSAA Insurance Group unique and valuable. We strive to foster a culture where all employees feel a sense of belonging and can leverage their differences to thrive. We believe in embracing our unique identities, experiences, and points of view to advance our company and reflect our communities and members. If reasonable accommodation is needed to participate in the job application or interview process please contact TalentAcquisition@csaa.com. CSAA Insurance Group is an equal opportunity employer.
In compliance of Colorado's Equal Pay for Equal Work Act (EPEWA) we are disclosing the compensation, or a range thereof, for roles that will be, or could be performed in Colorado. If performed in Colorado, this position has a salary range of $123,000-$144,000 with an opportunity for a company-wide annual discretionary bonus, through our Annual Incentive Plan (AIP), of up to 15% of eligible pay.
Please note, hourly or salary compensation, or the range of hourly or salary compensation available for a position may vary by location. We reserve the right to amend these benefits at any time and actual compensation will be determined at time of offer.
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