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The Customer Experience Strategist will lead efforts to develop CE Analytical capability solutions and then work with key partners to build and implement them; this includes data visualization, predictive models, and other analytical initiatives. Reporting to the Customer Experience Strategy Director, this role will have two primary responsibilities: Lead enterprise stakeholders to develop the complete design of CE analytics experiences and supporting processes, to build and/or deploy key analytical tools to monitor, diagnose, predict, and activate Customer Experience insights and identify and prioritize Customer Experience improvement initiatives. Make recommendations based in market research and competitive analysis from both within and outside the insurance industry to support product development and go-to-market strategies across channels.
Essential Job Functions
Uses analytical knowledge and program/project management best practices to sponsor key transformation projects, as the main business owner, or Agile Product Manager to lead cross-functional projects, prioritizing work in backlogs, and drive for products that deliver to our experience expectations. This person will communicate project deliverables to key stakeholders across the Enterprise to include Senior Executive Management. Responsible for defining strategy, requirements, prototyping, testing, training, support procedures, communications and implementation. Manages go-to-market plans for analytical projects, to include internal communication plan, training, and reinforcement activities. Effectively and persuasively convey ideas, insights and recommendations in team discussions, executive presentations and all delivered artifacts, and leverage skills to interact with partners across the enterprise to manage cross-functional project teams. Defines measurement strategies and reporting requirements to measure the effectiveness of projects, and is responsible for successful delivery and ongoing maintenance of strategic capabilities assigned. Demonstrates Customer Experience thought leadership in key enterprise data initiatives (e.g. data lake). Serves as expert within Customer Experience team on all available Farmers customer data sources and related systems. Monitor and track market trends within the insurance industry and other verticals affecting CE capabilities and customer’s experience expectations. Assists with planning process by leading analysis and producing cost-benefit analysis for proposed Customer Experience projects.
Bachelor's Degree in business or related field required, with graduate degree preferred.
6+ years combined experience in communication, business, and project execution. 6+ years combined experience in analytics, performance reporting, and/or process improvement Intermediate knowledge in using analytic tools such as Tableau and Microsoft Excel Advanced project (Agile preferred) and process management experience Ability to manage multiple projects with tight deadlines effectively Well-developed business acumen as a project business owner in an enterprise setting Demonstrated expertise implementing change and demonstrated ability to drive cohesive decision-making and action Ability to communicate and influence cross-functional teams and Enterprise stakeholders and to affect change through an ongoing communications management rhythm Proficient in Microsoft Office including MS Word, Excel, Outlook, PowerPoint.
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