•  Leads the evolution of EMC’s customer journey experience across all interactions, digital and offline, to improve customer relations and increase brand loyalty.  

• Partners with Vice President-Customer Experience & Marketing to develop and execute a customer experience strategy that delivers consistent brand experience.

• Champions a customer-first mindset across the organization, embedding CX principles into business planning and operations.

• Drives CX initiatives that support organizational priorities, enhance satisfaction, loyalty and trust while aligning with the evolving expectations of today’s insurance customers. 

• Collaborates with leadership across all functions within the company on the creation, management, and execution of EMC’s customer experience strategy, aligning with corporate strategies and priorities.

• Partners with key stakeholders in Marketing, Sales & Distribution Management and the regions to identify customer needs and develop and implement a CX roadmap, leveraging technology, data, and analytics for a comprehensive view of the customer experience. 

• Leads the development and execution of Voice of the Customer (VoC) programs, gathering insights from agents, policyholders, and stakeholders to inform product and service design.  

• Analyzes and evaluates customer behaviors and sentiments using continuous data streams. Partners with Marketing and Sales & Distribution Management to share actionable insights with business stakeholders and drive areas for improvement. 

• Builds culture and fosters team expertise. Leads and develops a high-performing CX/UX team, including customer insights, journey design, and user experience operations; supporting team development and succession planning.

• Leads the creation and optimization of end-to-end customer journeys through intentional journey mapping and cross-functional collaboration.  

Education & Experience:

The education and experience below are required for the job unless labelled as preferred:

• Bachelor’s degree, preferably in analytics, marketing, business or psychology, or equivalent relevant experience

• Ten years of progressively responsible experience in customer experience, process improvement, and strategy development or related experience

• Prior leadership or supervisory experience 

• Customer experience designations, such as CCXP, preferred 

• Previous insurance experience preferred 

Knowledge, Skills & Abilities:

The knowledge, skills and abilities below are required for the job unless labelled as preferred:

• A customer-centric mindset with strong background in journey mapping

• Ability to create shared vision, inspire collaboration and drive positive change

• Strong proficiency with Microsoft Word, Excel, and Power BI

• Excellent written and verbal communication skills

• Knowledge of standard CX metrics (e.g., NPS, CSAT, CES)

• Exceptional ability to interpret data and metrics through storytelling and easy-to-understand reports

• Exceptional problem-solving, analytical, and decision-making skills

• Strong leadership, team building, and delegation skills

• Excellent data-focused approach to understanding customer needs, deriving insights from business objectives and KPIs

• Ability to establish and maintain strong business relationships in order to identify, define, build, and execute complex customer experience initiatives