Voice of the Customer Program Lead

Overview:

The Customer Experience (CX) Program Director role involves owning the vision, roadmap, and execution of customer insights from various data sources to drive actionable outcomes and influence a customer-centric culture. Key responsibilities include oversight of team, leadership, project management, synthesizing structured and unstructured data, survey design, quantitative research, journey mapping, dashboard implementation, and stakeholder engagement. Accountable for outcomes without line of site authority. 

Responsibilities:

• Executing/managing Customer Experience (CX) initiatives across lines of responsibility 
• Providing customer insights from Voice Analytics, Automated Quality Assurance, Social, Third-Party Reporting such as J.D. Powers 
• Root cause analysis, driver analysis, segmentation 
• Qualitative research, usability testing, uncovering friction points. 
• Develop a company-wide customer success motion through integrated process, content, and data to and from stakeholder organizations. 
• Bring forward a full customer lifecycle model that ensures value realization at every stage and has a measurable impact on customer outcomes. 
• Maintains action libraries, research, trends, and results. 
• Subject Matter expert and optimize use of Voice and Text Transcripts,  
• Drive customer lifetime value by defining and redefining new programs that drive business value to customers. 
• Collaborate closely to ensure a company-wide customer feedback loop: represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset. 
• Survey design and reporting outcomes. 

Qualifications:

• 10 or more years CX leadership 
• Customer research  
• Stakeholder influence, executive storytelling, facilitation  
• Project management 
• Property & Casualty Insurance experience preferred.  
• A bachelor’s degree is required, MBA or relevant advanced degree preferred. 

Skills:

CX strategy, research methods, stakeholder cadence, engagement, and executive communication. Managing data, drawing conclusions, and sharing recommendations for buy in. Survey and CX platforms, sampling logic, A/B testing, insights into new tools and capabilities. Optimizes customer voice platforms. Develop a deep understanding of Plymouth Rock customers. 

Perks And Benefits

• 4 weeks accrued paid time off + 9 paid national holidays per year
• Free onsite gym at our Boston Location
• Tuition Reimbursement 
• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
• Robust health and wellness program and fitness reimbursements
• Auto and home insurance discounts
• Matching gift opportunities
• Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
• Various Paid Family leave options including Paid Parental Leave
• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
• Convenient location directly across from South Station and Pre-Tax Commuter Benefits

About The Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.

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