Voice of the Customer Project Manager

Overview: 

Project Management, CX measurement, analysis, documentation of findings and reporting would the center point of this role.  Accountable for outcomes without line of site authority. 

Responsibilities: 

• Identity, prioritization document and manage customer experience improvements. 

• Deliver executive readouts with VoC themes, wins and action plans. 

• Maintain a state of constant communication and collaboration.  

• Develop a company-wide customer success motion through integrated processes, content, and data to and from stakeholder organizations. 

• Bring forward a full customer lifecycle model that ensures value realization at every stage and has a measurable impact on customer outcomes. 

• Maintains insights into action libraries and results. 

• Collaborate closely to ensure a company-wide customer feedback loop: represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset. 

• Project Manage initiatives that come from priority governance model. 

Qualifications: 

• 7 or more years of Project Management Experience, PMP Certification a plus 

• Six Sigma Black Belt a plus 

• Stakeholder influence, executive storytelling, facilitation  
• Must possess understanding that the primary function is customer satisfaction. 
• A bachelor’s degree is required, MBA or relevant advanced degree preferred. 

Skills: 

Project Management, developing stakeholder engagement, and executive communication. Reporting on conclusions and sharing recommendations for buy in.  Develop a deep understanding of Plymouth Rock customers. 

Perks and Benefits

• 4 weeks accrued paid time off + 9 paid national holidays per year
• Free onsite gym at our Boston Location
• Tuition Reimbursement 
• Low cost and excellent coverage health insurance options that start on Day 1 (medical, dental, vision)
• Robust health and wellness program and fitness reimbursements
• Auto and home insurance discounts
• Matching gift opportunities
• Annual 401(k) Employer Contribution (up to 7.5% of your base salary)
• Various Paid Family leave options including Paid Parental Leave
• Resources to promote Professional Development (LinkedIn Learning and licensure assistance)
• Convenient location directly across from South Station and Pre-Tax Commuter Benefits

About the Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.

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