Head of Customer Strategy

About the role

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future. About This Opportunity The Head of Customer Strategy for Middle & Large (M&L) Business is responsible for defining how M&L wins with customers. Reporting to the EVP & Head of Middle & Large Business, this leader will create and activate a One Hartford Customer Blueprint that translates customer, broker, market, and operational insights into a differentiated approach to serving customers. The role focuses on customer value creation, loyalty, retention, growth enablement, resilience, risk prevention, and simplification. Working across Sales & Development, Underwriting, Claims, Risk Engineering, Operations, Service, and Innovation, the Head of Customer Strategy aligns leaders around customer outcomes and helps transform customer-centricity into a core business discipline—not a standalone program.

Responsibilities

• Define and Activate the M&L Customer Blueprint
  • Build a market-leading understanding of customers, brokers, industries, risks, and growth opportunities, integrating customer, market, field, and business insights into a clear point of view.
  • Define and continuously evolve a differentiated M&L customer blueprint that translates those insights into customer priorities, standards, and expectations across the business.
• Drive Customer Value Creation and Differentiation
  • Shape how M&L creates value for customers by integrating the capabilities of Sales, Underwriting, Claims, Risk Engineering, Operations, Service, and Innovation into a seamless customer proposition.
  • Advance proactive, advisory, and insight-led engagement that helps customers prevent losses, navigate emerging risks, improve resilience, and strengthen business outcomes.
• Align the Organization Around Customer Outcomes
  • Align regions, business units, and functions around a common definition of customer success, shared priorities, and consistent execution expectations.
  • Equip field leaders and customer-facing teams with the playbooks, insights, stewardship routines, and capabilities needed to consistently deliver the customer blueprint.
• Simplify the Customer Experience and Embed Accountability
  • Partner with business and functional leaders to eliminate customer friction, simplify processes, improve responsiveness, and expand the effective use of digital