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Senior Vice President of Customer Experience

• Are you a customer experience (CE) leader with a passion for making a difference?
• Are you a self-starter with the ability to manage time, and work effectively within a challenging and demanding environment?
• Are you able to communicate at all levels of an organization and influence beyond your span of control?
• Would you relish the opportunity to build a new program and be a key influencer in driving the organizational change necessary to build support and maintain a customer centric environment?

If so, this position may be for you!

State Compensation Insurance Fund is looking for a Senior Vice President (SVP) of Customer Experience who will be a significant contributor throughout the organization by leading a team to design and deliver a CE strategy and roadmap. The incumbent will lead a team that drives continuous improvement by leveraging data, analytics and results to analyze operational areas that may be underperforming, and collaboratively develops focused priorities and high-level milestones. The incumbent should have a passion for excellent customer service, a demonstrated track record for developing teams.

Essential Functions/Principal Responsibilities:
• Work with Executive management to develop customer experience strategy and roadmap of initiatives for establishing a positive and differentiated customer experience for State Fund’s clients.
• Establish profiles and segmentation analysis that reflect the insurance needs and desires of business insurance customers by segment
• Conduct company-wide analysis to identify and evaluate all customer touch points and communication.
• Identify and manage projects that improve the customer experience throughout the lifecycle of a policy.
• Lead a Voice of the Customer program that provides qualitative feedback to assess opportunities and determine the needs of our various market segments and drives a customer centric culture.

Knowledge, Skills and Behaviors:
• Demonstrated ability to lead a team, build strong working relationships, and foster a positive work environment.
• Superior analytical thinking skills to make timely, appropriate decisions and recommendations after reviewing all relevant information.
• Ability to synthesize implications of key industry competitive and innovation trends.
• Innovative and collaborative approach to problem solving to achieve business results.
• Exceptional planning, time management and organizational abilities.
• Outstanding people management skills.
• Ability to build a strong business network quickly, and effectively engage with all levels of leadership
• Excellent verbal, written, and interpersonal skills. Balances listening and talking, speaking and writing clearly and accurately, influencing others and keeping others informed.

Required Education, Work Experience, Licenses and Certifications:
• Bachelor’s degree
• 5 – 10 years of experience in customer experience and business analysis
• Insurance experience a plus

Salary:
$9,255 – $11,024 monthly depending on skills and experience

How to Apply

Interested candidates should apply via CalCareers website at:
https://www.jobs.ca.gov/CalHrPublic/Jobs...

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