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Director of Agent Experience Strategy

Farmers Insurance Woodland Hills, CA
  • Posted: July 30, 2019
  • Full-Time

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Job Summary
The Agent Experience Strategy Director sets, communicates and activates the Farmers short-term and longer-term Agent Experience agenda, working closely with the rest of the Agent Experience team and partners across the enterprise. The focus will include developing and maintaining the agent experience capability-building roadmap informed by industry best practices, competitive intelligence, and the planning and prioritization of key initiatives.
What You'll Do
* Architects agent experience vision and strategy, including and delivering the agent experience roadmap for execution of key initiatives and capability builds.
* Scorecard measurable results by leveraging data, analytics and outcomes of agent journey/design sessions to analyze areas that may be under performing.
* Develops a culture of operational excellence and continuous improvement with prioritization and high-level milestones.
* Establishes and maintains and monitors current agent experience trends and insights across the discipline, and any implications for Farmers based on industry practices.
* Oversees and directs the team that will own and monitor competitive intelligence - both traditional and innovative, with the ability to interpret those trends to create future business opportunities for Farmers.
* Responsible for ongoing socialization and communication to broader enterprise on agent experience initiatives and outcomes, including preparing materials for executive and board-level audiences.
* Partners with counterparts in other enterprise functions to align on prioritization, funding and resourcing for key cross-functional initiatives.
* Ensure agent experience team is helping drive successful implementation of Agile to enhance collaboration, speed-to-market and quality across the enterprise.
* Collaborates with key stakeholders throughout the enterprise to raise broader questions about product, sales, service, claims channels, technology and organizational design based on customer/agent experience impact.
What You Need
* 7 years' relevant experience in Agent/Customer Experience environment, with a strong strategic management background.
* Project management experience within a customer experience/agent environment.
* People manager experience with an ability and passion for talent development.
* Previous experience with Experience Design highly beneficial.
* Bachelor's degree in business or related field required. MBA preferred.
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce.
Job: **Strategic Management & Administration*
Organization: **Farmers Insurance*
Title: Director of Agent Experience Strategy
Location: California-Woodland Hills
Requisition ID: 190005UG

Farmers Insurance

Address

Woodland Hills, CA
91365 USA

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