The WCIRB is currently seeking a dynamic and innovative Managing Director of Marketing & Customer Experience to lead our broad based, talented team! The Managing Director, Marketing & Customer Experience provides strategic leadership and management of the WCIRBs customer experience initiatives and serves as an organizational thought leader combining practical experience with innovative thinking. In this role, the Managing Director works to expand the WCIRBs capacity to measure, assess and improve all aspects of the customer journey. The Managing Director leads a broad based team devoted to implementing all facets of the WCIRB business to business customer experience program including marketing and communications, product and service innovation and rollout, outreach and education, Voice of the Customer, and the policyholder ombudsman. The Managing Director establishes measurable and meaningful program objectives; initiates, builds and maintains relationships across the WCIRB stakeholder community; and develops tools for measuring both program effectiveness and customer satisfaction. The Managing Directors core success factors are directly tied to: (1) the development and implementation of an integrated customer experience at the WCIRB, (2) identification and implementation of new and enhanced WCIRB products and services that add value for WCIRB customers; (3) increasing customer reach and satisfaction across the WCIRB product and service spectrum and (4) furthering a strong connection with the WCIRB brand throughout the stakeholder community. The Managing Director reports directly to the President and CEO. Essential Duties and Responsibilities Leads the WCIRBs communications, marketing, education, ombudsman, and Voice of the Customer functions to deliver valued and cost effective customer interactions. Leads the formulation and implementation of a multi-channel end-to-end customer experience strategy and execution roadmap. Influences organizational-wide alignment on how to deliver greater value to customers and works cross functionally with WCIRB leaders to deliver a customer experience culture across the organization. Closely collaborates with other WCIRB teams to identify and prioritize new value added products and services in response to evolving customer needs. Generates initiatives and proposals that will elevate our customers experience using research, insight and relevant business information. Establishes metrics for defining relationships with customers and measuring improvements in customer satisfaction. Works directly with WCIRB customers on assessing demand for new and enhanced products and services, identifying core business cases, presenting new or enhanced product concepts to focus groups, and achieving successful product rollouts and high rates of adoption. Works with external organizations to develop mutually beneficial partnership relationships. Develops and maintains the brand image and standards in partnership with legal guidelines/requirements. Ensures that the WCIRBs online presence, including website, social media platforms, use of online education and webinar programs continues to meet the expanding needs of all stakeholders. Ensures that the tone of communications across all customer channels is consistent, relevant and engaging to the audience. Stays abreast of Customer Experience best practices and industry trends. Qualifications, Education and Experience: Bachelor's degree required. Minimum of 5 years successfully leading creative teams within Marketing, Customer Experience or Customer Analytics functions. Demonstrated success as a thought leader in the formulation and implementation of an end-to-end customer experience strategy; preferably within the workers compensation or property and casualty insurance industry. Track record of building collaborative business relationships through the use of strong oral, written and interpersonal communications that engaged all levels of staff and management and stakeholder constituents including senior level industry partners. Experience with CRM applications, social media platforms, professional and technical communications and CXPA. Excellent project management and planning skills.
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