Job Description

At EMC, we're all about working together to make an impact. As part of our team, you'll have the opportunity to grow, contribute, and gain experience that matters. We strive to be caring leaders, close partners, and responsive experts--always supporting each other to do our best work. Join us, and let's improve lives together.

EMC Insurance is looking for an energetic individual to lead the evolution of EMC's customer journey experience across all interactions, digital and offline, to improve customer relations, increase brand loyalty and embed a customer-first mindset across the company. The successful candidate will lead CX initiatives that support organizational priorities to enhance satisfaction, loyalty and trust while aligning with the evolving expectations of today's insurance customers. This role will be the Voice of the Customer programs and the continuous stream of data to analyze, measure, and evaluate customer behaviors and sentiments, while identifying and driving areas for improvement.
Essential Functions:Manages the development and execution of the overall customer experience (CX) strategy for customers throughout various stages of their lifecycle with EMC Collaborates with senior leadership to set company-wide CX goals ensuring a seamless delivery of customer experience across all touchpoints in the customer's journey to support EMC's brand promise Collaborates with customer-facing teams throughout the organization to map relevant customer journeys across all products and services Ensures that customer facing teams and all other business functions work in collaboration to consistently deliver on strategic goals and objectives with customer experience at the heart of implementations Partners with senior leadership to establish and roll-out the company's customer experience roadmap including the technology, data and analytics needed to provide a 360-degree view of the customers experience and capabilities needed to meet the current and future needs of our customers Directs the development of continuous stream of data to analyze, measure and evaluate customer behaviors and sentiments Interprets and leverages internal and external data insights to identify potential issues and opportunities to create seamless experiences Oversees the analysis of existing processes related to gathering customer feedback, surveying stakeholders, and reporting results, and implements appropriate improvements Creates and implements an analytics framework to measure customer experience KPI's, customer sentiment, and success metrics of the overall strategy Leads the team in conducting user research with agents and policyholders for relevant company and product initiatives Builds EMC's CX culture through critical relationships and stakeholder communications Evangelizes a CX vision and defined goals to key stakeholders that drive a consistent end-to-end experience across the organization Collaborates across the company to prioritize actionable insights that drive positive customer experience results Collaborates closely with MarCom to develop a comprehensive CX communications plan Utilizes compelling storytelling skills to provide updates on progress of initiatives and measurable results Leads and continuously refines the purpose and output of the cross-functional Customer Experience Advocacy Network Builds an effective internal feedback loop with key business partners to gather continuous input regarding agent and policyholder needs Collaborates with team members to establish performance goals and monitors status, conducts performance reviews, and provides coaching Develops team expertise and completes succession planning, including identifying talent and implementing development plans for critical positions Fosters an innovative culture, including supporting new ideas and providing guidance on potential changes

Education & Experience:
The education and experience below are required for the job unless labelled as preferred:Bachelor's degree, preferably in analytics, marketing, business or psychology, or equivalent relevant experience Ten years of experience in customer experience, process improvement, and strategy development or related experience Five years of experience in a leadership or supervisory role Customer experience designations, such as CCXP preferred Previous insurance experience preferred

Knowledge, Skills & Abilities:
The knowledge, skills and abilities below are required for the job unless labelled as preferred:A customer-centric mindset with strong background in journey mapping Ability to create shared vision, inspire collaboration and drive positive change Strong proficiency with Microsoft Word, Excel, and Power BI Excellent written and verbal communication skills Knowledge of standard CX metrics (e.g., NPS, CSAT, CES) Exceptional ability to interpret data and metrics through storytelling and easy-to-understand reports Exceptional problem-solving, analytical, and decision-making skills Strong leadership, team building, and delegation skills Excellent data-focused approach to understanding customer needs, deriving insights from business objectives and KPIs Ability to establish and maintain strong business relationships in order to identify, define, build, and execute complex customer experience initiatives
The hiring salary range for this position will vary based on geographic location, falling within either of the following:
$128,094 - $183,584 or $141,211 - $202,414
A hiring range represents a subset of the full salary range. The actual salary will depend on several factors, including relevant education, skills, and experience of an applicant, geographic location, and business needs.

For information relating to the benefits EMC Team Members receive as part of a comprehensive rewards package, please visit www.emcins.com/careers.Our employment practices are in accordance with the laws that prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws.All of our locations are tobacco free including in company vehicles.