At arenaflex, we're committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. As a purpose-driven organization, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.
We're seeking an experienced Associate Director of Cyber Insurance Customer Experience to join our Global Risk Solutions (GRS) Cyber Office of Underwriting (OOU) team. As a key member of our organization, you'll play a vital role in helping us bring a large, complex technical workflow together. Your expertise in overseeing the building of technical workflows from customer to close will be instrumental in driving our strategic goals forward.
**Key Responsibilities:**
* Help prioritize what to build when to achieve our strategic goals, monitor the ongoing status of those priorities at the development level, identify when corrective action is needed, and coordinate that corrective action.
* As an advocate of the customer, identify, design, and communicate areas of improvements to the customer experience, whether directly or indirectly, to ultimately enhance and continuously improve products and services to customers.
* Lead cross-functional project teams for highly visible and/or highly complex initiatives, representing the customer perspective.
* Provide recommendations, present, and influence actionable plans to address gaps in the customer experience, significantly impacting a large or complex operation or multiple functions.
* Mentor more junior team members and may direct the work of others.
* Conduct analysis and design of customer journey points or programs, impacting a large or complex operation and/or multiple functions, and implement changes between the way the company interacts with the customer, whether directly or indirectly, to enhance the customer experience.
* Champion the customer experience, utilizing advanced methodologies to conduct primary and secondary research to uncover customer experience data points that influence and support customer-centric principles.
* Determine and define targeted areas for improvement and leverage advanced tools/practices to solve business needs.
* Collaborate with internal/external customers to articulate and translate the vision of the customer experience for a targeted customer journey point(s) or program(s).
* As applicable, measure key performance indicators (KPI's) of customer journey point(s) or program(s).
* Utilize deep knowledge of strategic business challenges and most current customer research, journey maps, and playbooks to collect, consolidate, and analyze customer data points to produce metrics and identify areas for continuous improvement that support business goals.
* Clearly articulate, translate, and present the vision and strategy to business leaders.
* Create and design content or processes (e.g. letters, playbooks) adhering to customer-centric principles, utilizing current and emerging technologies and standards for the given channel/medium ensuring consistency across the omni-channel customer experience.
* May direct the work of other team members in the creation of deliverables.
* Partner with and/or lead cross-functional teams as a customer advocate to integrate customer-centric principles and metrics into decisions on processes, products, and service offerings to improve the overall customer experience.
* Lead highly visible, sensitive, and/or highly complex initiatives.
* Actively seek and incorporate input from internal/external customers, stakeholders, and management into customer experience roadmap while effectively negotiating tradeoffs of conflicting priorities based on value to the business and customer.
* Work directly or indirectly with frontline employees/management to deliver a superior customer experience.
**Qualifications:**
This position is considered a range posting for an Associate Director or Director level position based on qualifications.
* Advanced knowledge of customer experience best practice and theories.
* Collaborative and demonstrated ability to work with people of diverse backgrounds. Strong oral and written communication skills required, able to depict complex ideas, issues, and designs to influence varied audiences.
* Advanced analytical, project management, writing, and presentation skills.
* Comfortable presenting recommendations to business leaders.
* Bachelor's degree in a relevant field with a minimum of 8+ years relevant experience. Advanced degree preferred.
**About Us:**
At arenaflex, we're proud to support a diverse, equitable, and inclusive workplace, where all employees feel a sense of community, belonging, and can do their best work. Our seven Employee Resource Groups (ERGs) offer a centralized, open space to bring employees and allies together to connect, learn, and engage.
We value your hard work, integrity, and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings, please visit: https://arenaflex.co/Benefits
arenaflex is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information, or on any basis prohibited by federal, state, or local law.
**Fair Chance Notices:**
* California
* Los Angeles Incorporated
* Los Angeles Unincorporated
* Philadelphia
* San Francisco
If you're passionate about delivering exceptional customer experiences and driving strategic business development, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and help us make a difference in the lives of our customers and employees.
**How to Apply:**
To apply for this role, please visit our careers page at [arenaflex.co/careers](http://arenaflex.co/careers) and search for the Associate Director of Cyber Insurance Customer Experience position.
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