The Philadelphia Contributionship is the oldest successful property and casualty insurance company in the United States, having been founded by Ben Franklin in 1752. We write homeowners insurance in Pennsylvania, New Jersey, Delaware, Maryland, and Virginia. We have an A- (Excellent) rating from A.M. Best.
We currently have an opening for a Customer Experience Manager within our Marketing & Distribution Department. This is a full-time position, which includes a complete benefits package, and participation in our annual bonus program. The Customer Experience Manager will be pivotal in shaping the customer journey and ensuring every interaction with TPC leaves our customers delighted, resulting in a world-class customer experience. Responsible for defining the vision for TPC agent and policyholder experience including onboarding, quoting, servicing, claims, and billing. Oversee all aspects of customer experience, lead CX planning, evaluate and introduce new CX software, and leverage AI to support quality of service. The ideal candidate will be a strategic thought partner in CX across all channels and ensure continuous improvement in our process, products, and services.
Responsibilities of a Customer Experience Manager:
- Design, implement, and sustain customer experience strategies to ensure the customer experience is engaging, efficient, and effective across all channels.
- Evaluate business processes and drive cross-functional problem-solving initiatives and continuous improvement projects to support the customer experience.
- Develop relationships with key customers and serve as a point of escalation for CX issues.
- Seeks out and identifies best in class customer experience and loyalty industry technology partners, suppliers, vendors, to provide 3rd party support as needed.
- Manages all core CX vendors and partnership relationships.
- Integrate AI solutions to support customer service quality and scalability.
- Analyze customer service metrics and provide insights to improve customer satisfaction.
- Gather and analyze customer feedback to develop insights to inform product and various service improvements and enhancements.
- Maintain continuous discovery and evaluation of new ideas, insights, and feature solutions.
- Analyzes competitive marketplace and stays abreast of industry and consumer trends, sharing relevant insight with cross-functional teams including Leadership Team.
- Demonstrates thought leadership for all CX activities and must be able to define and deliver ROI on planned strategies.
- Must be able to drive and develop programs and initiatives to completion with a “customer first” mentality.
- Builds and maintains necessary partnerships with department leaders and cross-functional partners to effectively influence decision making to deliver the best customer experience for our agents, policyholders, and on-line.
- Proposes and implements as approved new technologies to create efficiencies and enhancements for customer experience tools and resources. Partners with IT to assess and source said resources.
- Collaborate with internal and external customers to establish plans and schedules that support and align with customer experience requirements.
- Evaluate agent and policyholder business processes, identifying friction points through customer journey mapping for various customers, audiences, and processes.
- Manages all customer experience budgets and expenses.
- Be customer obsessed, meaning driven with a customer first mindset and approach to all problems and solutions as an advocate for the customer within the organization.
Minimum Education and Experience:
- Bachelor’s Degree in Business Administration, Marketing, Communications, or related field.
- 5+ years progressive experience in a customer experience environment, ideally leading a CX team/program.
- Strong knowledge of CX software, solutions, AI applications, and working with customer experience vendors and partners.
- Preferred developing customer experience approaches in both a B2B and to B2C settings. Work in the insurance or financial services field a plus.
Minimum Knowledge, Skills, and Abilities:
Experience overseeing all moving parts of a CX program including:
- Agent and policyholder experience friction identification.
- Thought leadership development.
- CX technology & automation tools.
- Using customer feedback tools and reporting software.
Experience working with product, service, and sales leaders to develop targeted CX strategies. Previously developed customer personas leading to customized approaches and solutions on each type of audience. Ability to manage and coordinate the end-to-end development process while meeting deadlines and budget requirements. Excellent analytical skills and the ability to interpret CX data and metrics. Highly effective project management, prioritization, multi-tasking, and time management skills to meet deadlines. Ability to deal with concepts and complexity comfortably and communicate in simple terms while being a settling influence in high-pressure situations. Exceptional presentation, written and verbal communication skills. Excelling at influencing without direct authority.
Working Environment:
- Usual office working conditions.
- Required to drive / travel on company business occasionally.
- Schedule may include evenings / weekends as projects may require.
Applicants should forward resumes to:
Kathleen Morris Rosati, (kmrosati@1752.com)
Assistant Vice President, Human Resources,
The Philadelphia Contributionship
210 S. 4th Street, Philadelphia, PA 19106