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Customer Engagement Product Manager
Bellevue, Washington
Contract Position
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Applied on October 24, 2020
Job Id #43607 Posted October 6, 2020

This role will have two primary responsibilities:
  • Lead enterprise stakeholders to develop the complete design of CE 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 Life insurance industry to support product development and go-to-market strategies across channels.
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.
  • Communicates 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
  • Leverage customer/partner research and data and analytics to bring analytical capabilities to market for both internal users and to optimize customer experiences.
  • Monitor and track market trends within the insurance industry and other verticals affecting CE capabilities and Customer’s experience expectations.
  • Serve as an integrator between business needs and technology solutions, helping to deliver tools and methodologies to align with enterprise goals and objectives.
  • Proficiently lead conversations with the executive management within the organization, and inspire clear ideas and actions.
  • Collaborate with enterprise stakeholders to develop and prioritize epics and features.
  • Applies advanced knowledge of analytics and tools to drive change with partners to create/enhance Customer Experience capabilities (e.g. VoC tools, reports/dashboards, NPS forecasting, impact assessment/attribution models/predictive models).
  • Develop pilot measurement plans and implementation control plans with Customer Analytics to articulate benefit attribution based on CE enhancements or new capabilities.
  • Assists with planning process by leading analysis and producing cost-benefit analysis for proposed Customer Experience projects.
JOB REQUIREMENTS:
  • Broad Life Insurance Experience especially within New Business, Underwriting or Distribution a plus
  • Six plus years combined experience in analytics, performance reporting, and/or process improvement.
  • Five plus years extensive relevant customer understanding/user research/consulting experience, packaging and delivering insights to influence change.
  • Advanced project and process management experience. Agile preferred.
ADDITIONAL QUALIFICATIONS:
  • Intermediate knowledge in using analytic tools such as Tableau and Microsoft Excel.
  • Proficient in Microsoft Office including MS Word, Excel, Outlook, PowerPoint.
  • Strong business acumen, with effective written and verbal communication skills.
  • Ability to communicate, influence, and deliver with cross-functional teams and enterprise stakeholders.
  • Ability to manage multiple projects with tight deadlines effectively with cross functional teams.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact hr@horizontal.com.

All applicants applying must be legally authorized to work in the country of employment.

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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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