Experience Manager

Position Summary

Develops, drives, and manages the Experience Analysts and the section, partnering with various business areas to drive strategic alignment to customer segments’, expectations, and goals to enhance business operations, processes and system enhancements. Remains fluent and utilizes knowledge of the business, operations, and strategic priorities, external facts, and benchmarks to create value, affect positive and continuous change to impact the business.

This role will serve as a strategic thought partner to the Product Manager on roadmap sequencing, change fatigue, end-user satisfaction surveys, and other related initiatives.

This position will also be responsible for:

• Leading and maturing the Claims Management Discovery practice.
• Connecting Portfolio, Program, Business, IT, and other partnering groups as work transitions from the Portfolio to the Program.
• Capacity management and people leadership for the Claims Management Program's Business-focused Solution Discovery Leads.
• Serving as the Change Management Leader & Practice Owner
  • This includes how we manage change that occurs within the program, how we help the business manage change with our end users, and how we communicate with key stakeholders and users through release communications, status reporting, and related updates.

Experience with Agile teams preferred.
Familiarity with product-oriented delivery preferred.
Claims experience preferred.

Duties and Responsibilities

• Manages overall operations of designated area of authority. Interviews, hires, trains and directs personnel. Prepares and conducts performance assessments, coordinates discipline and oversees Employee development as required.
• May support business portfolio/larger initiatives and maintain accountability for ensuring business value is delivered.  Provides leadership and management direction to direct reports to ensure the department operates efficiently according to client and company measures. Manages work to ensure that business process outcomes are in harmony with an organization's strategic goals.
• Collaborates with leadership ensuring leadership and key stakeholders are fully informed of the state of assigned area and relevant influencing factors.
• 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.
• Provides input to the yearly budgeting and forecasting process for department. Manages adherence to resource policy and controls for responsible function(s) for business areas.
• 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.
• 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.

Duties and Responsibilities (cont'd if applicable)

Capabilities

Qualifications

Minimum Educational and Experience Requirements 

• Bachelor's degree and six years’ related experience or
• Associates degree and eight years’ related experience or
• HS Diploma and ten years’ related experience

Additional Experience

• Proficiency with business procedures and systems required.
• Proficiency with word processing, spreadsheet, presentation, and database software required.
• Leadership in customer-management roles, such as voice of customer, experience design, customer care, customer intelligence, or program management, or IT leadership, preferred.
• Understanding of underwriting, accounting service functions and claims preferred.
• Working knowledge of all ERIE lines of insurance, systems, and procedures preferred. 

Designations and/or Licenses

• A general business process improvement designation or certification preferred (example: Lean or Business Process Management (BPM)).

Physical Requirements