Digital Service Experience Product Owner

The Hartford • Hartford, CT

3d

About The Position

Are you excited by transforming digital customer experiences? Do you enjoy advocating for the customer and helping to execute market leading digital and technology experiences and new capabilities? The Hartford is seeking a digital professional to support its online self-service channels and be the Product Owner for key digital initiatives. The incumbent will be responsible for maximizing the value of the Employee Benefits Claimant self service portal (MyBenefits) through strategic and tactical product decisions. In this role, he/she will work with research, analytics, marketing, IT and user experience design teammates to develop customer insights, define opportunities, create and test hypotheses and execute new and optimized digital experiences to drive digital adoption. The individual will contribute to the digital strategy and roadmap, define customer journeys and lead agile work streams and teams. The role is cross-functional in nature and includes partnering via co-located Agile/scrum teams (both onshore and offshore). The qualified individual will have the opportunity to influence a key pillar of The Hartford’s business in making a meaningful impact on the customer experience. To be successful in this role, the individual needs to have a high level of self-motivation, curiosity and ownership. Passion for customer experience and bias for data-driven insight to guide decisions and actions are crucial. Outstanding communication skills, both verbal and written, and a clear preference for working collaboratively in a team environment are essential. This role demands a high performing individual contributor who can balance multiple responsibilities and priorities. The role will report to the Director of Digital Experience within the Employee Benefits Digital Organization.

Requirements

• 3+ years of experience in product ownership, digital, marketing, technology, or related field.
• Self-motivated individual with demonstrated ability to handle multiple high priority demands, manage expectations and achieve objectives.
• Strong individual contributor who can work in a team environment and navigate effectively with different constituencies in achieving goals.
• Ability to clearly articulate business requirements/user stories and translate business needs into digital experience solutions.
• Demonstrated experience leading process optimization initiatives and/or process improvement skillsets (e.g. Six Sigma)
• College degree required with a business, marketing/advertising, IT or closely related major.

Responsibilities

• Responsible for partnering with IT and other resources to oversee and manage the execution of digital enhancements and projects to ensure experience and business objectives are met.
• Accountable for driving digital adoption with strong collaboration with IT, Operations and Process partners.
• Responsible for prioritizing and grooming the product backlog (1-2 scrum teams) with the support of the product manager to ensure proper feature roadmap alignment.
• Oversee and manage the day-to-day health of sites including monitoring of key experience metrics, identifying and management production support concerns, and implementation of maintenance items. Ensure on time and on budget delivery of new capabilities.
• Partner with key stakeholders to set priorities for experiences, enhancements and capabilities needed to achieve targeted results over time. Achieve consistent, measurable results (cost-benefit analysis).
• Perform analysis and determine trends. Assist with tracking and reporting on key metrics of digital performance – including online and offline data and voice of the customer.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees