VP, Experience

Division Or Field Office

Experience & Customer Service Division

Department of Position: ERIE Experience Department

Work From

Corporate Office in Erie, PA

Salary Range

$153,243.00 - $244,790.00 *

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.
  
  

At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 6,000 employees and over 13,000 independent agencies. Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.

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.
  
  

Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.

Position Summary

Drives experience excellence throughout ERIE by building strategic alignment to customer segments’, expectations, and goals, for seamless, transparent customer experience. Executes continuous improvement efforts and drives measurable increases in customer experience. Collaborates with business partners to establish strategic priorities, synthesize, and translate experience data and insights into manageable, realistic continuous improvement initiatives. Drives loyalty and ensures alignment to ERIE’s service model by empowering customers, agents, and employees to help define and drive change.

The VP, Experience Will

• Define, drive and champion the Customer Experience product strategy.
• Deliver optimal service experiences through oversight of the Services Portfolio.
• Lead a portfolio of products and capabilities focused on improving customer experience.
• Build, mentor, and lead a high-performing team of product managers.
• Function as a key member of the Services Portfolio Leadership Team and Experience Task Force.
  
  

Prior portfolio experience and strong Enterprise Business Agility knowledge base are strongly preferred.

Duties and Responsibilities

• Manages overall operations of designated authority. Interviews, hires, trains and directs personnel. Prepares and conducts performance assessments, coordinates discipline and oversees Employee development as required.
• Defines and continues to evolve customer, agent, and Employee engagement models to include a comprehensive process to gather actionable insight regarding our customer’s, agent’s, and Employee’s current service experience, incorporating all touchpoints, user interfaces, and other supporting systems/infrastructure.
• Leads and directs research and analyses incorporating current state and market trend review, competitive assessment, etc. to identify current and/or future pain points and/or opportunities for innovation to maintain the appropriate ERIE customer, agent, and Employee experience.
• Owns business portfolio of larger initiatives and accountability for ensuring business value is delivered. Effectively connects initiative design to execution by acting as the senior business sponsor of larger initiatives responsible for setting program vision, prioritizing projects, and making day-to-day decisions on scope, schedule, cost, and business outcomes.
• On an ongoing basis, identifies opportunities to enhance organizational effectiveness. Collaborates with leaders and key stakeholders across the divisions, as well as the broader enterprise, using a data-driven approach to create and execute solutions designed to achieve business priorities.
• Develop and deploy the company’s experience and continuous improvement strategy within business areas.
• Responsible for the yearly budgeting and forecasting process for department. Develops policy and controls resources for responsible function(s) for business areas.
• Attends and presents at meetings with all levels of management. Prepares Executive and Board level reports. Participates in C-level strategy sessions as necessary. Prepares reports and participates in Agent and Branch forums as necessary.
• Responsible for overall strategy creation, execution, roadmap and success measures design, monitoring, adjusting, and reporting for core business.
• Partners with executive and senior leaders, as well as internal and external partners in strategic planning processes, including the analyses of key metrics, feedback, operations, trends, and market disruptors, to support the identification of business objectives and emerging strategic opportunities.
• Facilitates the ongoing analyses of key metrics to identify emerging opportunities that may be discovered and addressed outside of strategic planning processes; to improve operational efficiency, promote targeted innovation, sustain and sponsor Employee engagement, enhance change management efforts, and support business objectives.
  
  

The first seven 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.

Capabilities

• Collaborates (Leader)
• Self-development (Leader)
• Customer Focus (Leader)
• Instills Trust (Leader)
• Persuades (Leader)
• Decision Quality (Leader)
• Drives vision and purpose (Leader)
• Nimble Learning (Leader)
• Cultivates Innovation (Leader)
• Develops Talent (Leader)
• Plans and Aligns (Leader)
• Values Diversity (Leader)
• Ensures Accountability (Leader)
• Optimizes Work Processes (Leader)
  
  

Qualifications

Minimum Educational and Experience Requirements

• Bachelor’s degree and eight years related experience; or,
• Associate’s degree and ten years of related experience; or
• High school diploma or GED and twelve years of related experience required.
  
  

Additional Experience

• Leadership experience required, including, but not limited to, supervisory and people management responsibilities.
• Leadership in customer-management roles, such as voice of customer, experience design, customer care, customer intelligence, or program management, or IT leadership, preferred.
• Knowledge of presentation software, spreadsheet software applications and data management techniques preferred.
• Familiarity with evolving technologies and information technology practices preferred.
• Experience with maturity road mapping, customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management preferred.
  
  

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; Occasional (