Director, Customer Office Practices

Dir Market Research Analytics - MQ06BE 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. The Hartford is hiring for impactful new roles in the Customer Office. This dynamic team is redefining how we understand, serve, and build trust with our customers by embedding customer-first thinking across the enterprise. As part of the Customer Office, you'll join a collaborative and innovative team that sets enterprise standards, drives strategic investments, and champions a culture where customer needs shape our decisions. If you're passionate about using customer intelligence to deliver frictionless, personalized experiences that make a meaningful impact, this is your opportunity to help shape the future of The Hartford. The Customer Office Practices Director supports the Customer Office senior leadership team and stakeholders to drive enterprise-wide customer best practices. This role will be responsible for leading strategic initiatives focused on customer decision-making, journey management, and retention improvement. The position requires strong leadership, collaboration with business units, and the ability to generate actionable insights that enhance customer loyalty and satisfaction. The role will report to the AVP, Customer Loyalty, Value and Retention. This role can have a Hybrid or Remote work arrangement.  Candidates who live near one of our office locations will have the expectation of working in an office 3 days a week (Tuesday through Thursday).   Candidates who do not live near an office will have a remote work arrangement, with the expectation of coming into an office as business needs arise. RESPONSIBILITIES: Customer Strategy and Best Practices: + Define and implement customer-centric best practices across the enterprise. + Partner with business unit teams to drive retention outcomes and improve customer engagement. + Lead initiatives focused on customer decision-making and journey optimization. + Oversee programs that enhance customer experience and reduce friction. + Develop and execute net-new activities that establish and scale enterprise-wide best practices. Insights and Analytics: + Partner with CX teams to generate insights that impact customer experience (CX) and retention strategies. + Use data-driven approaches to identify improvement opportunities and measure success. Stakeholder Engagement and Communications: + Ensure alignment and transparency across stakeholders. + Build strong relationships across business units and functions to ensure cohesive and collaborative execution of strategic goals while building credibility and trust. + Craft executive-level presentations, strategic narratives, and reports for leadership forums. + Support communications strategy to advance enterprise strategic initiatives. QUALIFICATIONS: + Bachelor's degree in business, finance, strategy, or a related field; MBA or advanced degree preferred, or equivalent in experience. + 8+ years in customer experience, journey management, or related leadership roles. + Experience in customer loyalty and retention programs. + Proven track record in driving large-scale initiatives with measurable results. + Exceptional communication and presentation skills, with the ability to influence at all levels of the organization. + Strong strategic thinking and problem-solving capabilities. + Ability to translate insights into actionable strategies. Compensation The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford's total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is: $130,160 - $195,240 Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age About Us ( | Our Culture ( | What It's Like to Work Here ( | Perks & Benefits ( Every day, a day to do right. Showing up for people isn't just what we do. It's who we are - and have been for more than 200 years. We're devoted to finding innovative ways to serve our customers, communities and employees-continually asking ourselves what more we can do. Is our policy language as simple and inclusive as it can be? Can we better help businesses navigate our ever-changing world? What else can we do to destigmatize mental health in the workplace? Can we make our communities more equitable? That we can rise to the challenge of these questions is due in no small part to our company values that our employees have shaped and defined. And while how we contribute looks different for each of us, it's these values that drive all of us to do more and to do better every day. About Us ( Our Culture What It's Like to Work Here ( Perks & Benefits Legal Notice ( Accessibility Statement Producer Compensation ( EEO Privacy Policy ( California Privacy Policy Your California Privacy Choices ( International Privacy Policy Canadian Privacy Policy ( Unincorporated Areas of LA County, CA (Applicant Information) MA Applicant Notice ( Hartford India Prospective Personnel Privacy Notice