Head Of Segmentation, Customer Experience

The Travelers Companies Hartford , CT 06183

Posted 6 days ago

Primary Job Duties & Responsibilities

  • Defining and developing a segmentation framework that provides insight at the corporate level to inform overall brand marketing as well as segmentation frameworks for each business unit to provide the strategies and tactics needed to drive CX design and implementation. The business unit level segmentation structures should roll-up to the corporate brand level to ensure connectivity and synergy between the master brand and business units.

  • Applying relevant analyses to identify well defined, quantified, and unique customer segments on which Travelers can drive revenue growth.

  • Partnering with business stakeholders and marketers to develop strategies to target each customer segment, based on their value, demographics/firmographics (in the case of commercial insurance), needs and attitudes, and other relevant characteristics

  • Helps set penetration goals for strategic segments and influences marketing plans and CX strategy to achieve these penetration goals.

  • Improving Travelers' understanding of customers, prospects and users to improve our products and services, and engage customers better through multiple media, sales opportunities and channels.

  • Defining the most strategically important top customers across Travelers and ensuring adequate cross-company plans are in place to influence and target them.

  • Assessing the impact of each initiative based on marketing performance, target customer penetration, product performance, and user experience.

  • Building basic capabilities across Travelers around customer analytics and segmentation.

  • Training business unit teams on how to execute and implement segmentation and analytics models.

  • Creating a customer-centric culture of using data modeling to drive decision making.

  • Championing changes and adoption of more sophisticated ways of understanding customers, users and markets.

  • Defining and managing important internal and external data sources and systems

  • Defining key structures and relationships between accounts and business units

  • Developing frameworks to safeguard data integrity and quality.

  • Developing segments and other modeling techniques and defining strategy for testing and applying segmentation and commercial models.

  • Perform other duties as assigned.

Job Specific & Technical Skills & Competencies

Drives for Results:

  • Ability to make rapid self-driven progress against specific agenda items

  • Analytically-curious

  • Delivers to high standard of quality and thoughtfulness

  • Comfortable with taking decisions with incomplete data.

  • Track record of delivering measurable improvements to complex, large-scale marketing automation programs.

Champions change:

  • Ability to identify and secure resources for the program from across the company.

  • Able to build consensus and deal constructively with disagreements.

  • Takes changing markets in their stride and pushes Travelers to adapt accordingly.

Builds relationships and influences people:

  • Experience managing or playing a major role in cross-functional projects.

  • Experience in consulting and project management dealing with multiple stakeholders and complex structures in an agile way.

  • A proven team player who is able to forge lasting connections with a diverse group of colleagues.

Strategic thinker:

  • Significant experience in business unit and/or corporate strategy

  • Ability to conceptualize business problems, execute solutions, and present findings in a simple manner.

Job Summary

The Enterprise Customer Experience (ECX) group is tasked with building a world-class customer-centric experience that will have measurable impact on top-line performance.

  • The ECX program focuses on 4 areas: (1) Journey Transformation (2) Segmentation (3) Culture and (4) VOC Metrics & Analytics.

  • The Head of Strategic Segmentation will use his or her expertise to develop and apply customer segmentation and needs assessment frameworks across Travelers' business units in support of long-term revenue growth.

  • The 2nd Vice President Head of Segmentation will report to the Head of Enterprise Customer Experience and work with leaders in Marketing, Sales, Product Management, and Finance across Travelers to build best-in-class segmentation for Travelers.

Education, Work Experience & Knowledge

  • 5+ years of experience at a top tier strategy consulting firm.

  • Proven experience and execution record running segmentation programs and implementing results from those programs, resulting in revenue growth.

  • Fluent with market research and statistical analysis.

  • Experience with CRM methodologies and tools and data warehousing.

  • Experience in partnering with key vendors and thought leaders to deliver world-class segmentation results.

  • Solid understanding of customer profiles, industry segments, and product offerings.

Minimum Qualifications

Minimum of 10 years working in Customer Experience related fields.

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management skills with the ability to lead, build, and manage high-performing team * Supervise and elevate various levels of marketing and/or customer experience staff through building of targeted priorities and the ability to "stay on track" * Provide leadership, guidance and coaching for all direct reports to maintain an engaged and exceptionally high performing team and productive workforce; partnering with Human Resources on employee matters * Collaborate with employees in the establishment of clear and concise development plans to ensure succession planning and the advancement of future leaders within the organization * Provide technical guidance Job Specific & Technical Skills & Competencies * Demonstrated ability to collaborate with team members and senior leaders, in own and other business areas. * Demonstrated analytic and decision making skills. * Demonstrated understanding of technology concepts. Job Summary We are seeking an exceptionally talented and energetic Customer Experience (CX) Executive Leader who is willing to take on a dynamic and challenging role that will help lead transformation efforts across the Travelers Enterprise while elevating us as an Experience leader within and outside of the insurance industry. This individual will lead the charge to carry forward the Enterprise Experience strategy and work across business units, horizontal and vertical, to tailor that strategy and evolve it in a continuously changing customer marketplace. He/she will drive a progressive Customer Experience (CX) philosophy across the Enterprise and be responsible for developing and executing a customer-centric strategy and for driving business results through the development and identification of customer insights, strategies, and execution plans that lead to breakthrough opportunities. The leader will have a hands-on approach in implementing new programs and be in charge of engaging the organization in managing customer and agent relationships, revenue, and profit, as well as creating a persistent focus on the customer and agent experience in the actions the company takes. This individual will drive the organization to work together for optimum experience delivery and represent the very best of the Travelers experience to our customers, agents, colleagues, and business partners. Education, Work Experience & Knowledge * Bachelor's Degree in mathematics, business, economics, or similar preferred; Top Tier MBA strongly preferred * 15+ years' leadership experience in strategy consulting, consumer strategy, or marketing strategy; Financial services preferred; Other service industry leaders (healthcare, hospitality) considered * Commanding yet collaborative executive presence, character, and ability to tailor messaging, dialogue, presentations, and dynamics at all levels of the organization * Demonstrated ability to maintain a positive attitude in all environments, under multiple time constraints, requests, and pressure levels * Exceptional customer-centric focus and previous experience with segmentation building and organizational alignment * Ability to work with a strong sense of urgency and working with limited information and data * Strong interpersonal skills with the ability to communicate with all levels of management through diplomacy and tact. * Excellent oral and written communication skills; Compelling PowerPoint capabilities with ability to tell stories from multiple, complex data sources while engaging audiences and "invite" them to come along on the CX journey Physical Requirements * Operates standard office equipment - Frequently * Sitting (Can stand at will) - Frequently * Standing - Occasionally * Use of Keyboards (Sporadic 10-Key) - Frequently Minimum Qualifications Minimum of 10 years working in Customer Experience related fields The Travelers Companies Hartford CT

Head Of Segmentation, Customer Experience

The Travelers Companies