Director, Voice of Customer Product Management
Core
Define and execute the strategy, roadmap, and governance of The Hartford's enterprise Voice of Customer (VoC) platform to transform customer feedback into actionable business outcomes.
Role type
Director, Voice of Customer Product Management
Builds
Enterprise VoC platform and program
Domain
Insurance / Customer Experience / Customer Insights
Deliverable
production ML models
Required skills
Enterprise product strategy, Customer Experience leadership, Voice of Customer platform management, Agile leadership, Stakeholder influence, AI and analytics integration, Team mentoring, Budget and vendor management
Preferred skills
Experience with Medallia or Qualtrics, Journey analytics, Executive-level communication
Responsibilities
Own and evolve the enterprise VoC vision and roadmap; Lead collection and activation of customer feedback via surveys; Lead and mentor a team of product professionals; Build partnerships with senior leaders to drive cross-functional alignment; Drive innovation through AI and emerging customer intelligence capabilities.
Seniority
Director, strategic leadership & team management