Head Of Segmentation, Customer Experience

The Travelers Companies Boston , MA 02298

Posted 3 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.

upload resume icon
See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Head Of Customer Data Management Platform

Massmutual Financial Group

Posted 5 days ago

VIEW JOBS 1/16/2019 12:00:00 AM 2019-04-16T00:00 Since 1851, MassMutual's commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We're people helping people. A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other. Together, we're stronger. Description The Data Engineering group in the Customer Experience organization is seeking an outstanding leader to drive the company's data strategy supporting MassMutual's customer data management capabilities. The successful candidate will lead and expand a team charged with implementing a modern, customer data management platform. Responsibilities * Lead a team of data engineers and software developers * Create, maintain, and extend a customer data model (logical and physical) * Oversee the design, deployment, and maintenance of a data integration and entity resolution (match/merge) pipeline * Oversee the design, deployment and maintenance of API services * Collaborate with other leaders to select technology, define standards, and optimize delivery processes * Develop and oversee legacy system migration strategy * Oversee operations, performance and optimization of the platform * Oversee software development best practices * Stay current on industry trends and technologies Skills & Experience * 7+ years overall experience developing software and working with master data management systems * 3+ years experience managing teams of data engineers and software developers * 3+ years experience working with and managing big data and database technology platforms (databases, API's, entity resolution algorithms) * Exceptional communication and interpersonal skills * Ability to work across organizations and form cross functional teams * Strong understanding and practice of agile software development processes * Experience in the insurance and financial industries * Strong analytical, process-oriented, and problem-solving skills * Ability to create and maintain strategic stakeholder relationships * Experience with vendor management and technology selection Education * Bachelor's degree in Computer Science or related field (advanced degree preferred) Ranked No. 93 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2018) and recognized as a World's Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It's more than our company structure – it's our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual. CORE VALUES Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy. Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies. Value People: We respect and learn from each other's diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential. Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand. Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day. For more information, visit www.massmutual.com or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest. MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status. Massmutual Financial Group Boston MA

Head Of Segmentation, Customer Experience

The Travelers Companies