📌 Core Information
🔹 Job Title: Sr. Specialist Customer Experience
🔹 Company: The Hartford
🔹 Location: Hartford, Connecticut, United States
🔹 Job Type: On-site
🔹 Category: 🎧 Customer Experience (CX)
🔹 Date Posted: April 1, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: On-site
📌 Essential Job Details
🚀 Job Overview
Key aspects of this role include:
- Utilizing VoC (Voice of Customer) tools to develop feedback mechanisms.
- Driving customer centricity by analyzing customer feedback to identify improvement areas.
- Advancing AI and Text Analytics capabilities within the customer experience framework.
- Supporting the broader CX community with analytical insights.
ASSUMPTION: This role likely involves a significant amount of data analysis and strategy formulation based on customer feedback to enhance the overall customer experience.
📋 Key Responsibilities
✅ Conduct CX analyses using VoC data.
✅ Manage digital survey intake processes and execute Medallia Digital feedback surveys.
✅ Support custom CX consulting efforts and high-priority business project work.
✅ Develop and maintain new CX capabilities, including AI and Text Analytics.
✅ Monitor and analyze VoC health metrics.
✅ Collaborate with Agile teams for Medallia Digital enhancements.
ASSUMPTION: The role requires both technical expertise in analytics and the ability to translate data insights into actionable business strategies.
🎯 Required Qualifications
Education: Bachelor's degree preferred.
Experience: 3+ years in customer-oriented roles.
Required Skills:
- Experience in data analytics tools like Excel, Tableau, AWS/Amazon Connect.
- Strong problem-solving and project management skills.
- Excellent communication and collaboration abilities.
Preferred Skills:
- Experience with CX VoC platforms such as Medallia, Qualtrics.
- Familiarity with insurance and/or financial services marketing research.
ASSUMPTION: The depth of analytics experience and familiarity with specific tools are key to excelling in this role.
💰 Compensation & Benefits
Salary Range: $74,400 - $111,600 annually
Benefits:
- Comprehensive health and wellness benefits.
- Incentive programs including short-term and long-term bonuses.
- Opportunities for professional development and career growth.
Working Hours: Standard 40-hour work week
ASSUMPTION: The listed salary range suggests a competitive compensation package typical for the industry, inclusive of various performance-based incentives.
📌 Applicant Insights
🔍 Company Context
Industry: Financial Services - known for innovation and trust across insurance and financial products.
Company Size: 10,001+ employees, indicating a large corporate structure with diverse opportunities and resources.
Founded: Established in 1810 with a long-standing reputation in the industry.
Company Description:
- Emphasizes community impact and employee innovation.
- Focus on delivering comprehensive insurance solutions.
- Commitment to diversity, equity, and inclusion.
Company Specialties:
- Property and Casualty Insurance
- Mutual Funds
- Group Benefits
Company Website: https://www.thehartford.com
ASSUMPTION: The company's extensive history and large size imply an established workplace with structured growth paths and policies.
📊 Role Analysis
Career Level: Mid to senior-level professional with strategic responsibilities.
Reporting Structure: Likely reports to a Director within the Customer Experience department.
Work Arrangement: Primarily on-site to facilitate collaboration and team integration.
Growth Opportunities:
- Potential for advancement to leadership roles in CX strategy.
- Opportunities to lead cross-departmental projects.
- Professional development in customer experience analytics.
ASSUMPTION: The scope of work suggests ample opportunities for career growth through demonstrated impact in CX strategies and innovations.
🌍 Location & Work Environment
Office Type: Headquarters office in a major city, promoting dynamic work practices and cultural immersion.
Office Location(s): Hartford, Connecticut
Geographic Context:
- Located in a bustling urban area with access to business networks.
- Proximity to key business partners and local resources.
- Rich cultural and social activities within Hartford.
Work Schedule: Standard business hours with potential for extended hours during peak project phases.
ASSUMPTION: On-site presence at the Connecticut office suggests a work environment conducive to collaborative efforts and professional networking.
💼 Interview & Application Insights
Typical Process:
- Initial screening with HR for qualifications check.
- First interview focusing on technical skills and problem-solving abilities.
- Final interview with departmental leadership for cultural fit and strategy alignment.
Key Assessment Areas:
- Proficiency with data analytics tools.
- Understanding of CX platforms and methodologies.
- Ability to translate customer insights into effective business strategies.
Application Tips:
- Highlight relevant experience in CX analytics on your resume.
- Prepare examples of past projects that improved customer metrics.
- Familiarize yourself with The Hartford’s customer-centric values.
ATS Keywords: Customer Experience, VoC, Data Analytics, Medallia, Project Management
ASSUMPTION: The interview process will emphasize data-driven decision-making and strategic thinking regarding customer experience improvements.
🛠️ Tools & Technologies
- Medallia Digital for feedback management
- Excel and Tableau for data analysis
- AWS/Amazon Connect for cloud-based services
ASSUMPTION: Familiarity with these tools is crucial for day-to-day tasks and achieving role objectives efficiently.
👔 Cultural Fit Considerations
Company Values:
- Dedication to innovation and excellence.
- Community and customer trust and reliance.
- Emphasis on diversity and inclusive work culture.
Work Style:
- Collaborative and team-oriented work environment.
- Open to innovation and new ideas for improvement.
- Focused on results and meeting customer needs.
Self-Assessment Questions:
- How do you use data to drive customer-centric decisions?
- Can you provide an example of turning customer feedback into business action?
- How do you handle changing priorities and projects?
ASSUMPTION: Compatibility with company values and an adaptive work style are essential for success in this role.
⚠️ Potential Challenges
- Balancing multiple projects with competing deadlines.
- Continuous need for upskilling in new technologies and tools.
- Navigating complex data sets to extract actionable insights.
- Integrating customer feedback into traditional business frameworks.
ASSUMPTION: Challenges are typical for roles at the intersection of data analytics and customer experience management in large organizations.
📈 Similar Roles Comparison
- Other roles may focus more on direct customer interactions rather than data-driven strategies.
- Some organizations may not provide as robust support for AI and advanced analytics initiatives.
- Differences in company size could impact available resources and work culture.
ASSUMPTION: The role at The Hartford provides a unique blend of strategic and technical challenges within a supportive environment.
📝 Sample Projects
- Developing a comprehensive analytics report to track customer satisfaction metrics.
- Leading a cross-departmental workshop on implementing AI tools in CX.
- Creating a digital survey feedback loop for continuous improvement of customer services.
ASSUMPTION: Projects are likely to align with enhancing customer engagement and integrating innovative technologies.
❓ Key Questions to Ask During Interview
- How does The Hartford measure success in customer experience?
- What are the greatest challenges currently facing your CX team?
- How does the company support professional development in analytics?
- Can you describe a typical day in this role?
- How does the team collaborate across different departments?
ASSUMPTION: Questions will demonstrate your interest in the role and help assess alignment with career goals.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through The Hartford's careers page
- Prepare and upload a tailored resume emphasizing CX and analytics experience.
- Complete any initial assessment tests if requested by HR or the hiring team.
- Follow up with hiring managers for feedback post-interview.
- Stay updated on your application status through the company portal.
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
