Dir Risk Consulting & Service Execution

The Hartford•Hartford, CT

About The Position

The Director, Risk Consulting & Service Execution leads the evolution and execution of The Hartford’s risk consulting model. The role translates risk mitigation priorities into practical consulting methods, service tools, dashboards, coaching routines, and scalable solutions to strengthen customer outcomes, underwriting value, and profitable growth. The director partners across Risk Engineering, Underwriting, Innovation, Digital, Data & Insights, Product Development, Marketing, and Operations to embed high-quality risk consulting into everyday practice and ensure new capabilities are adopted, measured, and continuously improved. The position advances the Risk Services consulting model across digital, virtual, and onsite channels; builds service frameworks and standards; strengthens execution and accountability; develops future-ready consulting capabilities; scales risk mitigation innovations; and leads change and continuous improvement. Success is measured through the quality and consistency of service, solution adoption, customer follow-through and resilience, loss prevention, retention, perceived value, underwriting partnership, and the effective scaling of consulting capabilities and tools.

Requirements

Significant experience in Risk Engineering, insurance, risk management, consulting, service delivery, transformation, product or solution adoption, or a related discipline.
Demonstrated ability to translate business direction into practical tools, operating standards, and sustainable execution practices.
Proven ability to coach and influence leaders and teams in a matrixed environment.
Strong business acumen and ability to connect customer needs, risk mitigation, underwriting priorities, and operational execution.
Strong analytical, communication, facilitation, change leadership, and problem-solving skills.
Bachelor’s degree or equivalent experience.

Nice To Haves

Relevant professional designation or certification.

Responsibilities

Shape and evolve the Risk Services consulting model across digital, virtual, and onsite channels to increase the reach, personalization, and impact of risk advice.
Develop and improve service frameworks, playbooks, dashboards, job aids, and operating standards for targeted, needs-based customer engagement.
Differentiate the company’s risk consulting through measurable risk reduction, customer resilience, underwriting confidence, and business value.
Set standards for service planning, consulting quality, solution adoption, follow-through, and customer impact.
Identify execution gaps and coordinate actions to move work from assessment and recommendation through implementation and outcomes.
Use data, dashboards, and customer feedback to improve prioritization, execution discipline, and performance.
Define and embed the capabilities Risk Engineering leaders and consultants need in an AI-enabled, insight-led service environment.
Coach leaders in customer centricity, proactive consulting, data storytelling, digital fluency, innovative thinking, business acumen, emotional intelligence, and human-plus-AI judgment.
Establish coaching, calibration, and experiential-learning routines that strengthen active listening, risk prioritization, decision facilitation, and customer influence.
Use service observations, customer feedback, and performance insights to identify capability gaps and translate them into focused development actions.
Partner with Innovation, Digital, Data & Insights, and technical teams to turn ideas and pilots into practical, scalable customer solutions.
Integrate capabilities such as water mitigation, telematics, digital advice, and emerging tools into service planning and customer engagement.
Define adoption, implementation, and measurement approaches to assess whether solutions change customer risk and create business value.
Develop communication, learning, and change strategies that build readiness, reinforce future-ready behaviors, and sustain adoption.
Create governance, roles, decision rights, and operating routines across matrixed initiatives.
Measure service quality, capability adoption, customer action, and business outcomes; use insights to refine the model and accelerate improvement.
Anticipate emerging customer, industry, and risk trends and translate them into service-model, capability, and solution priorities.