VP, Experience

Erie Insurance • Erie, PA

223d • $153,243 - $244,790

About The Position

The VP, Experience will drive experience excellence throughout ERIE by building strategic alignment to customer segments' expectations and goals, ensuring a seamless and transparent customer experience. This role will execute continuous improvement efforts and drive measurable increases in customer experience. The VP will collaborate with business partners to establish strategic priorities, synthesize, and translate experience data and insights into manageable, realistic continuous improvement initiatives. The position is responsible for defining, driving, and championing the Customer Experience product strategy, delivering optimal service experiences through oversight of the Services Portfolio, and leading a portfolio of products and capabilities focused on improving customer experience. Additionally, the VP will build, mentor, and lead a high-performing team of product managers and function as a key member of the Services Portfolio Leadership Team and Experience Task Force.

Requirements

• Bachelor's degree and eight years related experience; or an Associate's degree and ten years of related experience; or a high school diploma or GED and twelve years of related experience required.
• Leadership experience required, including supervisory and people management responsibilities.
• Experience in customer-management roles such as voice of customer, experience design, customer care, customer intelligence, or program management preferred.

Nice To Haves

• Knowledge of presentation software, spreadsheet software applications, and data management techniques preferred.
• Familiarity with evolving technologies and information technology practices preferred.
• Experience with maturity road mapping, customer research and analytics techniques, customer strategy, process improvement, human-centered design, and performance management preferred.

Responsibilities

• Define, drive and champion the Customer Experience product strategy.
• Deliver optimal service experiences through oversight of the Services Portfolio.
• Lead a portfolio of products and capabilities focused on improving customer experience.
• Build, mentor, and lead a high-performing team of product managers.
• Function as a key member of the Services Portfolio Leadership Team and Experience Task Force.
• Manage overall operations of designated authority, including interviewing, hiring, training, and directing personnel.
• Prepare and conduct performance assessments, coordinate discipline, and oversee employee development as required.
• Define and evolve customer, agent, and employee engagement models to gather actionable insights regarding service experience.
• Lead and direct research and analyses to identify current and future pain points and opportunities for innovation.
• Own business portfolio of larger initiatives and ensure business value is delivered.
• Identify opportunities to enhance organizational effectiveness using a data-driven approach.
• Develop and deploy the company's experience and continuous improvement strategy within business areas.
• Responsible for the yearly budgeting and forecasting process for the department.
• Attend and present at meetings with all levels of management, preparing executive and board level reports.
• Partner with executive and senior leaders in strategic planning processes.

Benefits

• Premier health, prescription, dental, and vision benefits for you and your dependents, coverage begins your first day of work.
• Low contributions to medical and prescription premiums, with the company paying up to 97% of employees' monthly premium costs.
• Traditional pension plan, with full-time employees vested after five years of service.
• 401(k) with up to 4% contribution match, offered in addition to the pension.
• Paid time off including vacation, personal days, sick days, bereavement days, and parental leave.
• Career development opportunities including a tuition reimbursement program for higher education and industry designations.
• Company-paid basic life insurance, short- and long-term disability insurance, orthodontic coverage for children and adults, adoption assistance, fertility and infertility coverage, well-being programs, paid volunteer hours, and dollar-for-dollar matching of charitable gifts.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Insurance Carriers and Related Activities
• Education Level: Bachelor's degree