Customer Experience Director

Empowering Customer Experience Leader

At EMC, we're all about working together to make an impact. As part of our team, you'll have the opportunity to grow, contribute, and gain experience that matters. We strive to be caring leaders, close partners, and responsive expertsalways supporting each other to do our best work. Join us, and let's improve lives together.

Essential Functions :

• 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 :

Knowledge, Skills & Abilities :

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

The hiring salary range for this position will vary based on geographic location, falling within either of the following : $128,094 - $183,584 or $141,211 - $202,414. A hiring range represents a subset of the full salary range. The actual salary will depend on several factors, including relevant education, skills, and experience of an applicant, geographic location, and business needs.

Our employment practices are in accordance with the laws that prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws. All of our locations are tobacco free including in company vehicles.