Director, Lean Portfolio

The Hartford • Hartford, CT

60d • Hybrid

About The Position

We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.

The Hartford is hiring for impactful new roles in the Customer Office. This dynamic team is redefining how we understand, serve, and build trust with our customers by embedding customer-first thinking across the enterprise. As part of the Customer Office, you'll join a collaborative and innovative team that sets enterprise standards, drives strategic investments, and champions a culture where customer needs shape our decisions. If you're passionate about using customer intelligence to deliver frictionless, personalized experiences that make a meaningful impact, this is your opportunity to help shape the future of The Hartford.

The Lean Program/Portfolio Director will lead strategic customer-focused initiatives across the enterprise, ensuring alignment with business objectives and delivering measurable value. This role is responsible for managing customer programs, driving change management, and overseeing communications that reinforce a customer-centric culture. The position requires strong leadership, analytical skills, and the ability to collaborate across business units to optimize customer experience and ROI.

This role can have a Hybrid or Remote work arrangement.  Candidates who live near one of our office locations will have the expectation of working in an office 3 days a week (Tuesday through Thursday).   Candidates who do not live near an office will have a remote work arrangement, with the expectation of coming into an office as business needs arise.

Requirements

• Bachelor's degree in business, finance, strategy, or a related field; MBA or advanced degree preferred, or equivalent in experience.
• 10+ years in program management, portfolio management, or customer experience leadership roles.
• Proven track record in developing business cases and measuring ROI for strategic initiatives.
• Excellent written and verbal communication skills with a focus on customer-centric messaging.
• Expertise in change management and stakeholder communication.
• Strong analytical and strategic thinking capabilities.
• Ability to lead cross-functional teams and influence at all organizational levels.
• Comfort working in a fast-paced, matrixed environment.

Responsibilities

• Lead customer program management, including planning, execution, and governance.
• Develop business cases and calculate ROI for customer investments to ensure value delivery.
• Oversee portfolio prioritization and alignment with enterprise goals.
• Manage Customer Office routines and processes to maintain operational excellence.
• Track and report on customer initiatives managed by the Customer Office and coordinate with BU-specific programs.
• Ensure seamless collaboration between Customer Office and business units for integrated execution.
• Lead change management initiatives related to Customer Office efforts across business units.
• Communicate strategic updates, progress, and outcomes to stakeholders, including executive leadership.
• Prepare and deliver updates, status reports, and action plans for executive forums.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Insurance Carriers and Related Activities
• Number of Employees: 5,001-10,000 employees