Westfield Insurance Jobs


Customer Effort Manager

Westfield Center, Ohio

 

BUILD YOUR FUTURE...WHILE PROTECTING THEIRS.

You will be challenged. Rewarded. And valued for your unique experience, background and perspective.

Join a team where hard work pays off and original thinking is celebrated. As you build your future at Westfield Insurance, you will quickly learn that protecting our customers future by delivering on our promise to help restore lives and rebuild businesses when the unexpected happens is at the heart of what we do. Building relationships and caring about people has been part of our culture since 1848. Be a part of a team that recognizes and appreciates those who take initiative, know how to elevate an idea and can innovate and seek opportunity in a changing world.

Customer Effort Manager

Westfield Center, OH

Salary Range: $ 60,451 - $ 69,519 - $ 78,586

Description: The Customer Effort Manager is responsible for managing the lifecycle of customer interactions in Westfield's Customer Care Center. The Customer Effort Manager focuses on the amount of effort required by customers to interact with the customer care center during a variety of touch points (e.g. calls, emails, mail) in order to improve their overall experience. Serves as a liaison with other functional areas (legal, claims, personal/commercial lines, finance, etc.) to share insights and influence the organization in regard to customer related matters. Manages projects related to reducing customer effort.

Essential Functions (not an all inclusive list):
* Responsible for managing the lifecycle of customer interactions in Westfield's Customer Care Center.
* Defines and develops a customer effort framework which includes the ability to collect, collate and analyze and present customer feedback. Using this framework, creates, implements, monitors and reports on Customer Effort metrics by touch point and channel.
* Conducts detailed analysis of the level of effort required of a customer during each of their touch points within the multiple channels they use to interact with Westfield Insurance. Identifies customer experience improvements and prepares recommendations for proposed initiatives.
* Maps the customer experience and identifies experience gaps against desired outcomes in consultation with leaders and key stakeholders.
* Serves as a liaison with other functional areas (legal, claims, personal/commercial lines, finance, etc.) to meet company goals while representing customers viewpoint. As changes to people, process, technology or products occur, understands and communicates the impact to customers and department.
* Develops and continuously monitors communications standards for customer contact points. Coordinates external communications with marketing department to ensure all customer communication is continuously reviewed, updated and aligned with our brand.
* Working under general supervision, responsible for managing the overall planning, execution, and delivery of moderate to high complexity projects to ensure reduced customer effort.
* Manages relationships, communications, and expectations with the Customer Care Center Leadership team, steering committee and/or other stakeholders.
* Works to remove roadblocks, champion and influence change.
* Guides and coaches project team members in the identification, development, and completion of project deliverables. Oversees deliverable quality, consistency, and adherence to standards.
* Identifies, monitors, and controls project risks and issues.
* Promotes adherence to standardized processes, strategic principles, and planning standards.
* Ensures the escalation process for customer interactions is adhered to and meets the needs of all parties. Monitors the organization's delivery of their portion of the prescribed solution. Provides follow-up and coaching to front line staff members and leaders regarding escalated customer situations.
* Conducts a detailed review of current and future agency and/or customer communications for the purposes of ensuring consistent and concise messaging. Identifies and recommends areas where improvements can be made.
* Maintains and increases knowledge of industry trends, market conditions, changing demographics, competitor information and shares that information with business partners and customers on a daily basis.
* Travels occasionally in order to participate in special assignments, training, and/or travel between office locations.

Desired Qualifications:
* Demonstrated experience analyzing customer feedback and developing process improvements and/or recommendations for reducing customer effort.
* Minimum 2 years of experience managing projects, processes and multiple priorities while meeting deadlines.
* Minimum 2 years of experience interacting with customers, including the proven ability to handle progressively difficult customer interactions.
* Demonstrated excellent oral, written, and interpersonal communication skills resulting in the ability to interact with internal/external clients at all levels.
* Demonstrated experience skillfully negotiating in difficult situations with both internal and external constituents.
* Bachelor's degree in business, communications, marketing, industrial and/or organizational psychology, or related field OR commensurate work experience.
* Valid driver's license and a driving record that conforms to company standards.

Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
* Ability to work effectively in an office environment for 40+ hours per week (including sitting, standing and working on a computer for extended periods of time).
* Ability to communicate effectively in a collaborative work environment utilizing various technologies such as: telephone, computer, web, voice, teleconferencing, e-mail, etc.
* Ability to travel as required

Westfield offers a Total Rewards program that focuses on compensation, benefits and wellness, and includes perks like 401(k), pension plan, annual incentive, education reimbursement, flex-time, onsite fitness center and casual dress. Work-life balance, recognition, and learning and career development are all part of a rewarding career with Westfield Insurance.

To learn more about Westfield and the opportunities available, please visit us at www.westfieldinsurance.com.

We are an equal opportunity employer/minority/female/disability/protected veteran.

Salary Range: US$60451.0 - US$78586.0 per year