Experience Manager
Erie Insurance Group
Date: 10 hours ago
City: Erie, PA
Salary:
$109,074
-
$174,235
per year
Contract type: Full time
Division Or Field Office
Experience & Customer Service Division
Department of Position: ERIE Experience Department
Work From
Erie Home Office
Salary Range
$109,074.00 - $174,235.00 *
salary range is for this level and may vary based on actual level of role hired for
Benefits That Go Beyond The Basics
We strive to be Above all in Service to our customers—and to our employees. That’s why Erie Insurance offers you an exceptional benefits package, including:
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.
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.
Competencies
Bachelor's degree and six years’ related experience or
Associates degree and eight years’ related experience or
HS Diploma and ten years’ related 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.
A general business process improvement designation or certification preferred (example: Lean or Business Process Management (BPM)).
Physical Requirements
Climbing/accessing heights; Rarely Driving; Occasional (Lifting/Moving 0-20 lbs; Occasional (Lifting/Moving 20-50 lbs; Occasional (Ability to move over 50 lbs using lifting aide equipment; Rarely Manual Keying/Data Entry/inputting information/computer use; Frequent (50-80%) Pushing/Pulling/moving objects, equipment with wheels; Rarely
Experience & Customer Service Division
Department of Position: ERIE Experience Department
Work From
Erie Home Office
Salary Range
$109,074.00 - $174,235.00 *
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, 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.
Benefits That Go Beyond The Basics
We strive to be Above all in Service 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.
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 is an in office position with hybrid schedule options
- The role will be aligned to the Omnichannel Communication team, supporting a wide range of responsibilities including Solution Discovery, Change Management, and other Agile practices.
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.
Competencies
- 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)
- Optimizes Work Processes (Leader)
- Persuades (Leader)
- Plans and Aligns (Leader)
- Self-development (Leader)
- Values Diversity (Leader)
Bachelor's degree and six years’ related experience or
Associates degree and eight years’ related experience or
HS Diploma and ten years’ related 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.
A general business process improvement designation or certification preferred (example: Lean or Business Process Management (BPM)).
Physical Requirements
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