As the
Vice President, Customer Experience Segments you will lead a team of experience
professionals in driving near term and long term customer experience
improvements for Citizens customers. You will lead a team in taking a
customer-centric approach towards taking action – leveraging deep consumer
insights and translating them into actions. Your team will synthesize inputs
from primary research, secondary research, operational data, customer
issues/complaints and social media to create objective roadmaps. The team will
provide deep segment specific expertise in delivering a coordinated roadmap of
segment specific experience improvements to drive increasingly simplified and
personalized experiences.
Primary
responsibilities include:
-
Understanding the customer – based on deep understandings of specific
customer segments
-
Building end-to-end views into key pain points and moments of truth
for customers
-
Ensuring that brand-proof crafted into experiences for each
segment
-
Identifying key cross segment, enterprise opportunities for
experience improvements
-
Lead
the organization in taking customer issues and complaints and converting them
into action.
-
Partner
with teams throughout the organization to drive customer-centric
improvements
You will
leverage your expertise and experience in cross-functional leadership in guiding
your team towards driving rapid improvements to the Citizens experience –
creating a simple experience that brings the brand to life.
Required Skills/Experience:
- 15+ years total business experience with 5-10 years of marketing operations
or digital experience.
- Prior experience in customer segmentation, consumer insights, or customer
experience design preferred.
Preferred Skills/Experience:
- Strong leadership and teamwork skills, with demonstrated ability to
influence, negotiate and collaborate to achieve consensus among many
stakeholders of differing perspectives.
- Strong written and visual communications skills.
- Ability to clearly communicate vision and create engagement and
understanding.
Education, Certifications and/or
Other Professional Credentials:
- Bachelor’s degree in a related field required.
- Masters degree required
Hours & Work
Schedule:
Hours per Week: 40
Work Schedule: M -
F