Director, Experience
Division or Field Office:
Customer Experience Division
Department of Position:
Services Port & Prgm Mgmt Dept
Work from:
Corporate Office in Erie, PA
Salary Range:
$139,559.00 - $222,932.00 *
salary range is for this level and may vary based on actual level of role hired for
*This range represents a national range and the actual salary will depend on several factors including the scope and complexity of the role and the skills, education, training, credentials, location (State) based on ERIE's geographical differences, and experience of an applicant, as well as level of role for which the successful candidate is hired. Position may be eligible for an annual bonus payment.
This is an in-office position. The successful candidate will report to our Corporate Office in Erie, PA.
At Erie Insurance, you're not just part of a Fortune 500 company; you're also a valued member of a diverse and inclusive team that includes more than 6,000 employees and over 13,000 independent agencies. Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.
Benefits That Go Beyond The Basics
We strive to be Above all in Service(r) to our customers--and to our employees. That's why Erie Insurance offers you an exceptional benefits package, including:
- Premier health, prescription, dental, and vision benefits for you and your dependents. Coverage begins your first day of work.
- Low contributions to medical and prescription premiums. We currently pay up to 97% of employees' monthly premium costs.
- Pension. We are one of only 13 Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of service.
- 401(k) with up to 4% contribution match. The 401(k) is offered in addition to the pension.
- Paid time off. Paid vacation, personal days, sick days, bereavement days and parental leave.
- Career development. Including a tuition reimbursement program for higher education and industry designations.
Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.
Position Summary
In collaboration with senior leadership drives experience excellence throughout ERIE by building strategic alignment to customer segments, expectations, and goals, for seamless, transparent customer experience.
The Director of Experience holds a key portfolio leadership role, guiding Portfolio Discovery to ensure customer insights inform how work is identified, evaluated, and prioritized. This role evolves discovery and intake practices to accelerate speed while driving consistent customer experience practices.
Duties and Responsibilities
- Manages overall operations of designated authority. Interviews, hires, trains and directs personnel. Prepares and conducts performance assessments, coordinates discipline and oversees Employee development as required.
- Leads teams in strategy efforts to do one or more of the following:
- design and implement business processes to enable product research and development of portfolio prioritization, resource allocation, and risk management.
- provide product portfolio analyses and develop processes to support dynamic portfolio management.
- manage digital efforts by developing transformation strategies and goals, tracking results, and overseeing implementation
- drive initiatives across functions, research and development units to create fully integrated business strategies.
- Monitors and reports on portfolio objectives and key results and proactively addresses and resolves issues.
- Supports business portfolio of larger initiatives sets program vision, prioritizing projects, and making day-to-day decisions on scope, schedule, cost, and business outcomes.
- Collaborates with senior leadership for overall strategy creation, execution, roadmap and success measures design, monitoring, adjusting, and reporting for core business.
- Partners 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.
- Assists senior leadership with the yearly budgeting and forecasting process for department. Develops policy and controls resources for responsible function(s) for business areas.
Duties and Responsibilities (cont'd)
- 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.
- Develops and 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.
The first five duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.
This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become clear.
Capabilities
- Collaborates (Leader)
- Cultivates Innovation (Leader)
- Customer Focus (Leader)
- Decision Quality (Leader)
- Develops Talent (Leader)
- Drives vision and purpose (Leader)
- Ensures Accountability (Leader)
- Instills Trust (Leader)
- Nimble Learning (Leader)
- Persuades (Leader)
- Plans and Aligns (Leader)
- Values Diversity (Leader)
- Self-development (Leader)
- Optimizes Work Processes (Leader)
Qualifications
Minimum Educational Requirements
- Bachelor's degree and seven years related experience; or
- Associate's degree and nine years of related experience; or
- High school diploma or GED and eleven years of related experience required.
Additional Experience
- Supervisory Experience required.
- Leadership in customer-management roles, such as voice of customer, experience design, customer care, customer intelligence, or program management, or IT leadership, preferred.
- Knowledge of presentation software, spreadsheet software applications and data management techniques preferred.
- Familiarity with evolving technologies and information technology practices preferred.
- Experience in process re-engineering and related tools (example: Lean, Six Sigma, Customer Journey Mapping, Change Management and Agile) preferred.
- Experience with maturity road mapping, customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management preferred.
Physical Requirements
- Climbing/accessing heights; Rarely
- Driving; Occasional (<20%)
- Manual Keying/Data Entry/inputting information/computer use; Occasional (<20%)
- Lifting/Moving 0-20 lbs; Occasional (<20%)
- Lifting/Moving 20-50 lbs; Occasional (<20%)
- Ability to move over 50 lbs using lifting aide equipment; Rarely
- Pushing/Pulling/moving objects, equipment with wheels; Occasional (<20%)
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