Customer Solutions Project & Analytics Manager

Company: Plymouth Rock Assurance Corporation
Location: Boston
Posted on: May 29, 2023

Job Description:

The Home Customer Solutions Project & Analytics Manager is the catalyst that differentiates our product delivery. - You will work with our Service and Underwriting staff develop, implement and iterate on our strategies, improving customer experiencing and optimizing processes. - You will help produce the methods by which we achieve the highest customer satisfaction, the highest employee satisfaction, and the most profitable growth at the lowest expense. - You will be a sponsor and a business lead, overseeing execution on initiatives assigned to you. This includes and is not limited to building operational reporting, prioritizing automation initiatives and leading customer journey work. - - You will be expected to become an expert in the analytics and high impact implementation of ideas that give us a sustainable and clear competitive advantage.
Responsibilities Include:

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• Partner with Customer Solutions leadership to drive strategic and tactical initiatives as a Project Manager, working cross-functionally across the enterprise as the business liaison for the department.
  
• Act as the "voice of the customer" in designing and implementing initiatives to promote ease of use, profitability and retention, and efficiency, including plans for increased agent and customer self-service. Represent the users of our services and software, including employees, agents, vendors, claimants and policyholders.
  
• Design, build and maintain a professional executive reporting and analytics suite for the Customer Service and Underwriting functions; analyzing outcomes, reports and changes to operational execution. Teach others how to use and modify and maintain the tools.
  
• Conduct ad hoc analysis to address key business questions; leverage data driven insights to make recommendations for process and workflow improvements.
  
• Lead the evolution of task automation and RPA initiatives to drive efficiencies and support future organizational growth.
  
• Study and recommend actions, changes and services that will attract new highly desirable customers and improve retention in profitable customer segments.
  
• Evaluate and introduce new capabilities across the department, with a focus on digital and artificial intelligence. Put Plymouth Rock Home on the "Smart Forefront" of delivering meaningful, substantive value to customers with the latest technology.
  
  Knowledge, Skills, and Abilities Required:
  
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  • Ability to develop and maintain effective working relationships with all levels of the organization
    
  • Preferred experience with operations and project leadership experience
    
  • Excellent written, verbal communication, and project management skills
    
  • Demonstrated ability to develop, generate, interpret and analyze reports, applying critical thinking skills to problem solving
    
  • Project management skills (planning, oversight, execution, and project controls)
    
  • Advanced knowledge of Excel, SQL and Tableau
    
  • Extraordinary enthusiasm for someone with extraordinary analytical skills
    
    Education:
    
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    • Bachelor's Degree required
      
    • PMP Preferred
      
      About the Company
      The Plymouth Rock Company and its affiliated group of companies write and manage over $1.8 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 1,800 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of "A-/Excellent".

Keywords: Plymouth Rock Assurance Corporation, Boston , Customer Solutions Project & Analytics Manager, Executive , Boston, Massachusetts