Director, Voice of Customer Product Management

Responsibilities

• Own and evolve the enterprise Voice of Customer vision, strategy, roadmap, and operating model.
• Define long-term product direction aligned to business, data, and digital strategies.
• Establish success measures, manage vendor relationships, and oversee platform investments, budgets, and performance.
• Drive innovation through AI, analytics, automation, and emerging customer intelligence capabilities.
• Lead the collection, synthesis, and activation of customer feedback through surveys.
• Identify customer needs, experience friction points, and emerging trends to inform business priorities and investment decisions.
• Champion customer-centric decision-making across all levels of the organization.
• Lead, develop, and inspire a small team of direct reports, setting clear priorities, coaching for growth, and driving accountability for the success of The Hartford’s enterprise Voice of Customer platform and program.
• Own the enterprise VoC product roadmap and investment priorities.
• Translate strategic objectives into prioritized epics, features, and capabilities that deliver measurable business outcomes.
• Lead and mentor Product Owner and cross-functional teams using Agile product management and delivery practices.
• Ensure customer and business value remain central to prioritization and product decisions.
• Build strong partnerships with senior leaders and serve as a trusted advisor on customer insights, opportunities, and emerging risks.
• Facilitate alignment between business priorities and product delivery.
• Drive alignment across Agile Release Trains, Product Management, Customer Analytics, and business stakeholders to identify, prioritize, and operationalize customer insights that inform strategic decisions, product enhancements, and customer experience improvements.
• Communicate roadmap progress, business value, customer outcomes, and investment needs.

Qualifications

• 10+ years of experience in Product Management, Customer Experience, Voice of Customer, Customer Insights, Digital Experience, Strategy, Consulting, or related disciplines.
• Demonstrated success leading enterprise platforms, customer programs, or strategic transformation initiatives.
• Formal or informal experience leading and mentoring teams of product professionals, including building inclusive team cultures that drive innovation and results.
• Experience influencing executive stakeholders and driving cross-functional alignment.
• Experience managing Voice of Customer platforms (e.g., Medallia, Qualtrics) and customer measurement programs, including NPS, CSAT, retention, and loyalty metrics.
• Experience developing and applying customer journey management and journey analytics practices to drive business outcomes.
• Experience utilizing Agile Product Management principles and Agile delivery methodologies.
• Experience leveraging AI-enabled insights, text analytics, customer intelligence, and personalization capabilities to improve customer and business outcomes.