Experience Manager

Position Summary

Develops, drives, and manages the Experience Analysts and the section, partnering with various business areas to drive strategic alignment to customer segments’, expectations, and goals to enhance business operations, processes and system enhancements. Remains fluent and utilizes knowledge of the business, operations, and strategic priorities, external facts, and benchmarks to create value, affect positive and continuous change to impact the business.

This role will serve as a strategic thought partner to the Product Manager on roadmap sequencing, change fatigue, end-user satisfaction surveys, and other related initiatives.

Duties and Responsibilities

• Manages overall operations of designated area of authority. Interviews, hires, trains and directs personnel. Prepares and conducts performance assessments, coordinates discipline and oversees Employee development as required.
• Maintains accountability for ensuring business value is delivered. Provides leadership and management direction to direct reports to ensure the department operates efficiently according to client and company measures.
• Collaborates with leadership ensuring leadership and key stakeholders are fully informed of the state of assigned area and relevant influencing factors.
• Pairs with key stakeholders to evaluate the organizational structure and performance of the designated area of authority ensuring efficient planning, staff, and training of staff for maximum productivity and service delivery.
• Participates in project prioritization, budgeting, reporting and resources planning.
• Facilitates stakeholder engagement to drive program success and ensure alignment with corporate goals.
• Defines, develops and provides information and analysis to drive the decision-making process and support business operations for internal and external customers.
• Delivers presentations to key stakeholders summarizing objectives, deliverables, status and metrics.
• Responsible for the capability development including team skillsets, internal advocacy, internal partnerships, external partnerships.
• Acts as a change agent to establish a sustainable culture of Innovation across Erie.

Capabilities

• Values Diversity (Leader)
• Optimizes Work Processes (Leader)
• Self-development (Leader)
• Cultivates Innovation (Leader)
• Customer Focus (Leader)
• Decision Quality (Leader)
• Collaborates (Leader)
• Develops Talent (Leader)
• Ensures Accountability (Leader)
• Instills Trust (Leader)
• Nimble Learning (Leader)
• Persuades (Leader)
• Plans and Aligns (Leader)
• Drives vision and purpose (Leader)

Qualifications

• Minimum Educational and Experience Requirements: Bachelor's degree and six years’ related experience or Associates degree and eight years’ related experience or HS Diploma and ten years’ related experience
• Additional Experience: Proficiency with business procedures and systems required. Proficiency with word processing, spreadsheet, presentation, and database software required. Leadership in customer-management roles, such as voice of customer, experience design, customer care, customer intelligence, or program management, or IT leadership, preferred. Understanding of underwriting, accounting service functions and claims preferred. Working knowledge of all ERIE lines of insurance, systems, and procedures preferred.
• Designations and/or Licenses: A general business process improvement designation or certification preferred (example: Lean or Business Process Management (BPM)).