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Company Name AF Group


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.


  • Create, maintain and execute a strategic customer experience roadmap, including the team, process and infrastructure to improve customer facing service, products, systems, and processes.
  • Implement and operationalize a Voice of the Customer (VOC) program -- capture feedback, analyze our performance, and take action; assist in documenting customer understanding in a way that is easy for employees to comprehend and use (e.g. customer personas, and Customer Experience ecosystem and journey maps).
  • Establish, with stakeholders and subject-matter-experts, CEM standards, policies, best practices, design methodology, and governance process to be used any time a new experience is introduced, or an existing experience is changed in any significant way.
  • Guide the organization to work together to improve the perceived quality of customer interactions for optimum Customer Experience delivery.
  • Develop, with HR, hiring practices that screen for customer-centric values and specific skills needed to deliver on the company's Customer Experience strategy.
  • Establishes measurement & tracking post-delivery to validate whether outcomes were achieved based on value proposition, business impact and CX design, providing management status updates related to organizational readiness and escalating issues and challenges as needed.
  • Directly manages the customer experience projects that support the implementation of the corporate business strategy. This includes managing people, planning, problem solving, risk and issue management, communications, reporting, vendor management, implementation, and advanced analytic project closeout.
  • Responsible for helping develop project and program cost benefit analysis.
  • Manages the project through team collaboration and weekly core team meetings.
  • Maintains a high level of professionalism.
  • Leads programs and very large and complex projects.
  • Participates in developing department goals, objectives and systems.
  • Serves as a member of various projects advisory groups providing project guidance.
  • Works with minimal supervision.
  • Maintains confidentiality.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.



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.


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.


  • Considerable knowledge of the workers compensation insurance industry and the independent agency system.
  • Ability to interact with others to build consensus and get decisions implemented.
  • Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
  • Ability to establish rapport and maintain effective working relationships with both internal and external customers.
  • Ability and proficiency in the use of computers and company standard software, including advanced knowledge in Excel, Access and other corporate databases.
  • Ability to comprehend the consequences of various problem situations and address them or refer them for appropriate decision-making.
  • Ability to make competent, independent decisions.
  • Ability to maintain confidentiality.
  • Ability to perform other assignments at locations outside the office.
  • Must demonstrate leadership ability and team building skills to effectively supervise professional and non-professional staff and interact with all levels of management.
  • Ability to work with and empower others on a collaborative basis to ensure success of unit team.
  • Ability to effectively exchange information, in verbal or written form, by sharing ideas, reporting facts and other information, responding to questions and employing active listening techniques.
  • Ability to effectively present budgetary and/or cost information and respond to questions as appropriate.
  • Ability to establish workflows, manages multiple projects, and meets necessary deadlines.


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.

Division Marketing & Agency Relations
Internal Reference Code/Reference No. #18-2230
Location Name United States
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