Join an amazing team that is consistently recognized for our achievements and culture, including our most recent Forbes award of being one of America's Best Midsize Employers for 2024!
About The Job
The Product Director, Sales Experience is responsible for working closely with the cross-functional stakeholders to develop and implement foundational CX tools such as a standardized metric suite, voice of the customer feedback loops, and journey maps through the sales experience. This position is accountable for the creation, prioritization, and implementation of the sales experience roadmap.
The Product Director, Sales Experience reports to the Chief Experience Officer but works closely with other teams at the Company, especially Sales Development, Marketing, and Technology teams. This Director must have high collaboration and influencing skills and is comfortable operating among all levels of the organization.
Responsibilities
Develops knowledge of industry and global experience-relevant trends, strategies, and technologies. Develops knowledge of specific customer and agent needs through data driven interviews, research, and testing.
Works with sales stakeholders to create end-to-end customer and agent journey maps including underlying data and key performance indicators of each touch point in the purchase and onboarding journey. Leads internal stakeholders in assessing quality of each touch point including but not limited to: system stability, design, feature offering, and comparison to external experiences.
Analyzes external research and internal business metrics to inform customer and agent experience roadmap prioritization and creates business cases for initiatives including key performance indicators, cost/benefit analyses, and change management plans where necessary.
Works cross-functionally to lead implementation of customer and agent experience initiatives.
Works with stakeholders to create feedback loops to inform user pain points and sentiment. Presents findings to senior leadership and other stakeholders.
Builds standardized reporting for key performance indicator tracking throughout all sales customer and agent touch points with appropriate service level standards that align to business objectives.
Recruits, manages, and develops Experience Managers and Analysts.
Other functions may be assigned
Education
Minimum
Bachelor’s degree
Preferred
Master's degree or equivalent work experience
Experience
Minimum
8+ years of experience working in leadership roles including ownership of strategy and implementation.
Experience in executing business plans or strategies.
Skills And Abilities
Minimum
Ability to navigate through ambiguity and drive strategic direction.
Ability to collaborate cross-functionally with both business and technical stakeholders and influence other leaders.
Comfort operating at different vertical levels at the organization including individual contributors to senior executives.
Ability to build ground-up solutions where none exist including all steps of ideation, design, implementation and monitoring.
Strong financial acumen and data-driven approach to solving problems.
Passionate about customer and agent empathy.
Strong verbal, oral, and written communication skills.
Why choose a career at Mercury?
At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it.
Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.
We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.
Learn more about us here: https://www.mercuryinsurance.com/about/careers
We Offer Many Great Benefits, Including
Competitive compensation
Flexibility to work from anywhere in the United States for most positions
Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
Medical, dental, vision, life, and pet insurance
401 (k) retirement savings plan with company match
Engaging work environment
Promotional opportunities
Education assistance
Professional and personal development opportunities
Company recognition program
Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more
Mercury Insurance is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local law.
Seniority level
Director
Employment type
Full-time
Job function
Other
Industries
Insurance
Referrals increase your chances of interviewing at Mercury Insurance by 2x