SUMMARY:
Primarily responsible for leading a team of professionals dedicated to implementing and maintaining a strategic Customer Experience program for the Enterprise. This individual will be responsible for establishing customer feedback loops, implementing and maintain a VOC program, analyzing customer feedback, and working with various departments to execute on customer experience projects. Accountable for understanding AF Group's customer segments, personas, and journey maps and implementing strategic projects to address customer needs over time.
RESPONSIBILITIES/TASKS:
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.
EMPLOYMENT QUALIFICATIONS:
EDUCATION OR EQUIVALENT EXPERIENCE:
Bachelor's Degree in insurance, business, information services or related field required. Master's degree preferred. Combination of relevant education and experience may be considered in lieu of a degree. Continuous learning, as defined by the Company's learning philosophy, is required. CPCU certification or progress toward certification is highly preferred and encouraged.
EXPERIENCE:
Seven years experience in an insurance organization with demonstrated technical knowledge with underwriting, marketing or knowledge that provides the necessary skills and abilities. Customer Experience strategy and insurance-based experience is preferred.
SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:
WORKING CONDITIONS:
Work is performed in an office setting with no unusual hazards. Travel is required.
The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description.
We are an Equal Opportunity Employer. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.
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