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$137k–$205k/yr
Full-time
Posted 22d ago
~40 hrs/week
Responsibilities
Define and execute the strategy, roadmap, and governance for the enterprise Voice of Customer platform to transform feedback into business outcomes. Partner across business units and executive leadership to enhance the enterprise CX strategy and prioritize investments.
Requirements
Requires 10+ years of experience in Product Management, CX, or related disciplines with a proven track record of leading enterprise platforms. Must have experience with VoC platforms like Medallia or Qualtrics and proficiency in Agile delivery methodologies.
Full job description
Director Agile Product Management - BA06CE
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 Director, Voice of Customer (VoC) Product Management is responsible for defining and executing the strategy, roadmap, governance, and evolution of The Hartford’s enterprise Voice of Customer platform and program. The role combines the disciplines of Product Management, Customer Experience, Customer Insights, and Agile Leadership to ensure customer feedback is transformed into actionable and measurable business outcomes. The role partners across business units, Operations, Claims, Digital Experience, Data, Technology, and executive leadership to improve and enhance the enterprise CX strategy, prioritize investments, improve customer experiences, and strengthen customer trust and retention.
RESPONSIBILITIES:
Enterprise VoC Product Strategy
Own and evolve the enterprise Voice of Customer vision, strategy, roadmap, and operating model.
Define long-term product direction aligned to business, data, and digital strategies.
Establish success measures, manage vendor relationships, and oversee platform investments, budgets, and performance.
Drive innovation through AI, analytics, automation, and emerging customer intelligence capabilities.
Customer Insights & Experience Transformation
Lead the collection, synthesis, and activation of customer feedback through surveys.
Establish governance, standards, and best practices for survey design, inner and outer loop processes, reporting, and insight activation.
Identify customer needs, experience friction points, and emerging trends to inform business priorities and investment decisions.
Champion customer-centric decision-making across all levels of the organization.
Product Management & Agile Leadership
Lead, develop, and inspire a small team of direct reports, setting clear priorities, coaching for growth, and driving accountability for the success of The Hartford’s enterprise Voice of Customer platform and program.
Own the enterprise VoC product roadmap and investment priorities.
Translate strategic objectives into prioritized epics, features, and capabilities that deliver measurable business outcomes.
Lead and mentor Product Owner and cross-functional teams using Agile product management and delivery practices.
Ensure customer and business value remain central to prioritization and product decisions.
Stakeholder Leadership & Influence
Build strong partnerships with senior leaders and serve as a trusted advisor on customer insights, opportunities, and emerging risks.
Facilitate alignment between business priorities and product delivery.
Drive alignment across Agile Release Trains, Product Management, Customer Analytics, and business stakeholders to identify, prioritize, and operationalize customer insights that inform strategic decisions, product enhancements, and customer experience improvements.
Communicate roadmap progress, business value, customer outcomes, and investment needs. Influence decisions without direct authority.
Develop executive-level narratives, board-ready presentations, strategic recommendations, and product updates.
Lead organizational change efforts associated with new customer experience capabilities.
QUALIFICATIONS:
10+ years of experience in Product Management, Customer Experience, Voice of Customer, Customer Insights, Digital Experience, Strategy, Consulting, or related disciplines.
Demonstrated success leading enterprise platforms, customer programs, or strategic transformation initiatives.
Formal or informal experience leading and mentoring teams of product professionals, including building inclusive team cultures that drive innovation and results.
Experience influencing executive stakeholders and driving cross-functional alignment.
Experience managing Voice of Customer platforms (e.g., Medallia, Qualtrics) and customer measurement programs, including NPS, CSAT, retention, and loyalty metrics.
Experience developing and applying customer journey management and journey analytics practices to drive business outcomes.
Experience utilizing Agile Product Management principles and Agile delivery methodologies.
Experience leveraging AI-enabled insights, text analytics, customer intelligence, and personalization capabilities to improve customer and business outcomes.
Work Arrangement:
This role follows a hybrid work arrangement and is based in Hartford, CT. Team members are expected to work from the Hartford office on designated in-office days while balancing remote work as part of a flexible hybrid schedule.
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:
$136,800 - $205,200
Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age
Doing more and doing better for our customers every day.
Industry
Financial Services
Company size
10,001+ employees
Founded
1810
Headquarters
Hartford, CT
LinkedIn followers
320,143
Showing up for people isn’t just what we do. It’s who we are – for over 200 years. And while it looks different every day, we do more to innovate for our customers, our communities and our employees. Because you put your trust in us.
Offices: 690 Asylum Avenue, Hartford, CT 06155, US · 8888 E Raintree Dr, Scottsdale, Arizona 85260, US · 6430 S Fiddlers Green Circle, Greenwood Village, Colorado 80111, US · 1120 S Tryon St, Charlotte, North Carolina 28203, US · 200 Colonial Center Pkwy, Lake Mary, Florida 32746, US
Property and Casualty InsuranceMutual Fundsand Group BenefitsFinanceEmployee BenefitsLife InsuranceInsuranceProperty InsuranceWholesaleFinancial Services
Based on 156 listings with disclosed salaries, most consulting jobs in Hartford, CT pay between $72k–$197k per year. Individual offers vary with seniority, company size, and specialization.
How many Consulting jobs are open in Hartford, CT right now?
There are currently 191 open consulting positions in Hartford, CT listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Consulting roles in Hartford, CT?
Companies currently hiring include CVS Health, Travelers, The Hartford, Trilon, Munich Re, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Consulting jobs in Hartford, CT?
Yes — 134 of the 191 open consulting positions offer remote or hybrid work (29 remote, 105 hybrid).
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