Head Of Segmentation, Customer Experience

The Travelers Companies New York City , NY 10008

Posted 4 months 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
Customer Experience Manager


Posted 6 days ago

VIEW JOBS 1/11/2019 12:00:00 AM 2019-04-11T00:00 Job Profile VistaJet is the leading global business aviation company, providing exceptional standards of quality, style and service. Our home away from home experience is tailored so that passengers always feel at ease to work, entertain and relax all on the same journey. We are looking for a Customer Experience Manager to drive customer satisfaction and retention amongst VistaJet's customers. For the customer, you will pre-empt and remove any obstacles they may encounter; resulting in consistent and seamless interactions with VistaJet at every stage of their journey. With your colleagues, you will act as the voice of the customer; fostering inter-departmental collaborations and sharing valuable insight to enhance the customer experience from a number of different angles. This role will require regular travel and a flexible schedule to accommodate out-of-hours customer care. Your Responsibilities Relationship Management: * Building personal relationships with customers in order to fully understand their needs and assess their perception of service levels; * Developing full market and product knowledge in order to position yourself as a credible advisor; * Maintaining an overview of all activity on your customers' account - anticipating any potential issues and guide the team to resolving them in the best possible way; * Personally dealing with all activity on demo flights for your potential new customers; * Building a full and complete understanding of your customers' contract and special terms; * Identifying up-selling / cross-selling opportunities by establishing a sound understanding of customers' current and future needs. Customer Advocate: * Ensuring that customer needs are reflected in decisions made across the company; * Becoming the expert for your respective region and proactively feedback to other departments (including Sales, Catering, Operations and Cabin Services) on specific practices, restrictions, cultural expectations or service trends which may improve the customer journey; * Championing a positive, professional, and 'can do' culture of continuous improvement. Issue Resolution: * Collaborating with Customer Services and Operations to obtain timely relevant reports and/or information and to drive a great first-time resolution for the customer; * Closely overseeing issue resolution for your customers, taking over on direct communication with the customer where necessary or in response to particularly sensitive issues or complaints; * Developing processes and/or procedures which minimize the recurrence of issues; * Working with Sales and Management to manage end-of-contract disputes, ensuring a satisfactory conclusion for all parties with focus on future renewal business. Quality Control: * Ensuring that the Customer Services and Billing teams have a full and deep understanding of your customers (including communication of preferences, account specifics, operational procedures, etc.; * Conducting spot checks on the work performed for your customer's flights to ensure that quality and accuracy is properly upheld. Required Skills, Qualifications, and Experience * Experience gained, in a similar role, from a private or business aviation company; * Fluent in written and spoken English; * A skilled relationship-builder with the ability to communicate and influence effectively at all levels; * Customer-focused and a natural problem-solver; * Professional, articulate and well-presented with natural gravitas; * Credible commercial awareness and business acumen; * Demonstrates accuracy, a thorough attention to detail and efficient time management skills. Vistajet New York City NY

Head Of Segmentation, Customer Experience

The Travelers Companies