Senior Program Manager, Customer Experience

| Remote
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About Assurance
Assurance IQ is a technology company headquartered in Seattle. We were acquired by Prudential (NYSE: PRU) to further the joint mission of improving financial wellness across the world.

Our team of world class software engineers, data scientists, and business professionals work every day to expand our product offerings and the reach of our platform. We simplify the complex world of insurance and financial services into straightforward, valuable solutions to improve people's lives. We start by asking customers a few questions, so our system can learn about their needs; from there, our ground-breaking, proprietary platform takes over and analyzes the thousands of data points that make customers unique. This is how we create custom-tailored plans for each customer; plans built precisely for their needs and budget. Our platform serves as the intersection between customer and seller, technology, and the human touch.

At Assurance, we are innovative, persevering, collaborative, calculated, and authentic, and we're working together to improve the lives of millions!

This position is responsible for driving initiatives focused on customer lifecycle and success. The primary focus of the role is to push the business forward in a very competitive space, responsible for understanding and socializing audience and customer experience insights, including primary drivers of attrition and retention, identifying creative and content needs, performance metrics, and more.

You thrive in an environment where it's up to you to design the future, supported by a highly autonomous environment where teams collaborate. You're encouraged to test new ideas, learn rapidly, and iterate. You are a customer-centric problem solver and understand how the customer experience can customer satisfaction, retention, and long-term profitability.

Resonsibilities include:

  • Drive and support qualitative and quantitative research to gain a deep understanding of customer journey(s); including how to relieve pressure and drop off points
  • Develop, create, quantify, iterate, and report on customer communication, including collaboration on omnichannel outreach
  • Test and optimize tactics to increase customer satisfaction, brand recognition and use of products.
  • Lead the creation of assets and collateral materials necessary to provide rich engagement with customers
  • Understand and assist in the development and reporting of key metrics
  • Work with cross-functional partners.
  • Develop relationships with industry partners to navigate complex industry regulations and identify opportunities
  • Manage multiple projects and communication calendars simultaneously
  • Leverage data to create and manage segments/cohorts while maintaining data integrity
  • Identify operational, marketing, sales and/or enhancement opportunities to build recommendations based on analysis to drive customer satisfaction and improvement retention

The ideal candidate will have:

  • 5+ years of experience in a customer experience, product marketing, strategy, or channel management role.
  • Ability to work closely with and influence cross functional teams, including product management, channel marketing, sales, data science, and customer support.
  • Desire to build world-class customer experiences and solve extremely hard problems, with a high level of curiosity and an insight backed approach.
  • A well-organized approach to your work coupled with an ambitious drive to get things done, set huge goals, then achieving them.
  • Data-driven mindset and decision maker; leveraging a highly analytical approach to rapidly test performance, find opportunities, and build business cases.
  • Technical acumen and business management skills
  • Education: Bachelor of Science/Arts in marketing, business, communications, or related field
  • Experience with insurance products/organizations preferred

What to Expect:

  • A culture focused on a constructive communication process
  • A supportive management team that aids and encourages development and career progression
  • Ongoing coaching and career development including individual and group coaching sessions
  • Fast-paced, high-performance environment

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • DB2Databases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM

Location

We're located in the heart of downtown Seattle at the corner of 5th and Madison, conveniently between Westlake Center and Pioneer Square.

An Insider's view of Assurance

What’s the vibe like in the office?

“We're all so friendly and open to working and collaborating. We care for each other's work and personal health so that we can all be strong and grow together. No teammate gets left behind.”

Adrienne

Partner Marketing Specialist

What does your typical day look like?

“If I write code in the morning it often goes out on the same day, impacting thousands of customers and often having a noticeable change on our 'mission control' style dashboards throughout the office.”

Alex

Senior Software Engineer

What makes someone successful on your team?

“Everybody is very smart but not arrogant. In the data team, especially, everybody puts the team first over themselves - there are no egos. It is always about making things better for the team and the business.”

Callum

Director of Data Engineering

How do your team's ideas influence the company's direction?

We are calculated decision-makers. Every idea is a potential experiment waiting to be tested. We drive the business forward by rapidly iterating on several ideas leveraging the data to tell us which direction we should take next.

Megan

Director of Data Scientist

What are Assurance Perks + Benefits

Assurance Benefits Overview

Our Benefits

Flexible Working Environment
Your schedule and working hours are up to you at Assurance. We care more about results than when and where you get your work done, and we find that a flexible schedule can help alleviate the stress of a rigid work-life balance.

Unlimited Time Off
We work hard, so it’s important that we take time to refresh and reset when we need it. We empower our employees to take the time that make sense for them.

Nutritional Snacks and Weekly Lunches
We encourage a healthy lifestyle for employees in all ways that we can, and we don’t want it to be tough to find sustenance when you’re hard at work! We provide healthy, nutritional snacks throughout our office, and outstanding local coffee. We also host a weekly lunch, featuring top local restaurants, to accompany our all-company meeting.

Commuter Benefits
We want to make sure it’s easy for you to get to and from work, so we a provide free public transportation or greatly subsidized parking close to our office.

Inspiring Offices
From the beginning, our founders believed that beautiful, open, inspiring spaces lead to energy and creativity. We seek beautiful office spaces in all of our locations, and in 2020 we’ll be taking occupancy of a stunning new office on the top two floors of Madison Center in downtown Seattle – this space features floor to ceiling windows with stunning 360 degree views of the Puget Sound, and an exclusive private rooftop deck.

Competitive Health Benefits
Access to high quality healthcare is core to our business, and we care that our employees don’t have to worry about visiting a doctor. All employees receive competitive health, dental, and vision benefits packages.

Choice of High-End Equipment
We want to make sure you’re empowered to create amazing things. We give new employees the option of a variety of high-end computers and accessories.

Investment Opportunities
We believe in the importance of investing in yourself in a variety of ways, including financially. We offer a strong 401k plan, with options to invest in traditional, Roth, and after-tax options, all backed by a best-in-class platform from Prudential.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily sync
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Assurance provides flexible start and end times for our employees
Remote Work Program
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Some Meals Provided
Happy Hours
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within

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