Head of Digital Self-Service

We are Farmers!

We are… more than just your favorite commercials.  At Farmers, we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who achieve them. We hold ourselves and others accountable for sustainably growing the business and each other. We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers. 

Farmers is an award winning, equal opportunity employer, committed to the strength of a diverse workforce. We are dedicated to supporting the well-being of our people through our extensive suite of benefits, as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Helping others in their time of need isn’t just our business – it’s our culture!  To learn more about our high-performance culture and open opportunities, check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok. 

Workplace: On-site ( #LI-Onsite ), Hybrid ( #LI-Hybrid ), Remote ( #LI-Remote )

Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered.

SUMMARY: 

This executive is responsible for building and enhancing customer experiences through scalable digital solutions – specifically the Farmers App and website. Responsible for developing and executing the digital strategy, building an app and website that perform as designed, optimizing the performance of customer self-service channels, and collaborating with cross-functional teams and business units to elevate customer satisfaction and success.  

BUSINESS ACCOUNTABILITIES: 

This position is accountable for leading the digital strategy and transformation for the app, website, and enterprise customer self-service.  Accountable for digital channel metrics including customer engagement/adoption, speed to task, digital straight through processing, and channel satisfaction. 

KEY TASKS & ACCOUNTABILITIES: 

• Responsible for managing the customer self-service strategy, including developing and implementing solutions that enable customers to complete self-service online and ensure customers receive timely and effective support 

• Collaborates cross-functionally with other departments to align on customer service initiatives with enterprise objectives 

• Responsible for measuring effectiveness of the customer self-service strategy, including tracking, reporting on and optimizing key performance metrics such as customer satisfaction, response times, engagement and deflection rates 

• Collaborate with cross-functional teams to effectively capture and address customer issues raised through self-service channels 

• Identify opportunities to elevate self-service tools through AI, machine learning and emerging technologies 

• Continuously improve workflows and processes to boost efficiency, self-service adoption, and overall customer satisfaction 

PEOPLE MANAGEMENT ACCOUNTABILITIES: 

• Develops executive management talent for succession, continuity, and promotion. 
• Performs standard management duties including, but not limited to, ensuring that goals are met, preparing, and administering performance evaluations, conducting career and disciplinary counselling, and providing input, recommendations and approvals regarding new hires, transfers, promotions and terminations.  
• Provide necessary feedback to line managers on all matrix relationships, fully participating in all phases of the performance management process. 

QUALIFICATIONS/EXPERIENCE 

Qualifications:  

• Bachelor’s degree in business administration or related discipline or equivalent experience. MBA preferred but not required.   

Experience: 

• 10 or more years of related experience required.  
• Experience in insurance and operations/product experience, preferred.

Benefits

• Farmers offers a competitive salary commensurate with experience, qualifications and location.
• Bonus Opportunity (based on Company and Individual Performance)
• 401(k)
• Medical
• Dental
• Vision
• Health Savings and Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• Paid Parental Leave
• Tuition Assistance
• For more information, review “What we offer” on https://www.farmers.com/careers/corporate/#offer

Job Location(s): R_US - United States

Anticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly.

Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law.  Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance.

Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws. 

Want to learn more about our culture & opportunities? Check out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, LinkedIn, and TikTok.