Guardian Life Insruance
Director, Customer Experience (Finance)
MAJOR OPPORTUNITIES:
Analysis of data from many sources (voice of the customer, focus groups, field input, customer complaints, service experience - call, email, chat, first-hand experience) to develop comprehensive data-based view of the end to end customer experience and pain points, with primary focus on the Distribution Partner.
Experience improvements supporting the Distribution Partner - work closely with all roadmap and ART teams to understand all experience projects that will impact these stakeholders. Use this knowledge to develop an end to end Distribution Partner journey map that the business will use to communicate their needs and identify priority improvements needed.
Advocate for the Distribution Partner - Based on first-hand experience and customer and journey data, advocate for the needed investments to improve the Distribution Partner experience, using strong influencing and communication skills.
REPORTING RELATIONSHIPS:
FUNCTIONAL SKILLS AND QUALIFICATIONS:
GuardianĀ® is a registered trademark of the Guardian Life Insurance Company of America.
Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.