Chief Customer Growth & Strategy Architect

The Hartford; Hartford (CT); On-site; USD 194,000 - 291,000; Full time

Job summary

The Hartford is seeking a Head of Customer Growth to define how Middle & Large Business wins with customers and to translate insights into a differentiated customer experience across Sales, Underwriting, Claims, Risk Engineering, Operations, Service and Innovation.

This leader will build a One Hartford Customer Blueprint and align leaders around customer outcomes, embedding customer centricity into leadership, planning and performance measures while driving resilience and growth across the

Qualifications

• 15+ years of progressive leadership experience in commercial insurance, customer strategy, distribution, underwriting, claims, risk advisory, operations, marketing, and/or strategy.
• Deep understanding of commercial insurance customers, brokers, industries, risk dynamics, and business economics, with ability to translate customer and market needs into business priorities; agent/broker, Risk Engineering, and/or Claims experience strongly preferred.
• Proven ability to lead through influence in a complex, matrixed organization, aligning senior leaders and cross‑functional teams around shared outcomes without direct authority.
• Strong strategic, analytical, and business acumen, including ability to synthesize customer, market, operational, and Voice of Customer insights into actionable strategies and operating priorities.
• Demonstrated success translating strategy into execution, including developing playbooks, operating routines, governance mechanisms, and change initiatives that drive measurable business results.
• Exceptional communication and storytelling skills, with the ability to influence executive audiences, shape market‑facing narratives, and build alignment around a strategic vision.
• Track record of driving customer value, growth, risk mitigation, operational simplification, and customer‑centric culture change across multiple functions.
• Bachelor's degree preferred; advanced degree and/or insurance or risk management designation preferred, or equivalent relevant experience.
• Demonstrated experience partnering with brokers, agents, and cross‑functional business leaders to develop and execute customer‑focused strategies.

Responsibilities

• Define and Activate the M&L Customer Blueprint.
• Build a market‑leading understanding of customers, brokers, industries, risks, and growth opportunities, integrating customer, market, field, and business insights into a clear point of view.
• Define and continuously evolve a differentiated M&L customer blueprint that translates those insights into customer priorities, standards, and expectations across the business.
• Drive Customer Value Creation and Differentiation.
• Shape how M&L creates value for customers by integrating the capabilities of Sales, Underwriting, Claims, Risk Engineering, Operations, Service, and Innovation into a seamless customer proposition.
• Advance proactive, advisory, and insight‑led engagement that helps customers prevent losses, navigate emerging risks, improve resilience, and strengthen business outcomes.
• Align the Organization Around Customer Outcomes.
• Align regions, business units, and functions around a common definition of customer success, shared priorities, and consistent execution expectations.
• Equip field leaders and customer‑facing teams with the playbooks, insights, stewardship routines, and capabilities needed to consistently deliver the customer blueprint.
• Simplify the Customer Experience and Embed Accountability.
• Partner with business and functional leaders to eliminate customer friction, simplify processes, improve responsiveness, and expand the effective use of digital, AI, and automation capabilities.
• Embed customer‑centricity into leadership expectations, business planning, investment decisions, operating routines, and performance measures, with clear metrics tied to customer and business outcomes.

Skills

Leadership

Customer strategy

Strategic thinking

Executive communication

Education

Bachelor's degree

Advanced degree / designation

Job description

The Hartford is seeking a Head of Customer Growth to define how Middle & Large Business wins with customers and to translate insights into a differentiated customer experience across Sales, Underwriting, Claims, Risk Engineering, Operations, Service and Innovation.

This leader will build a One Hartford Customer Blueprint and align leaders around customer outcomes, embedding customer centricity into leadership, planning and performance measures while driving resilience and growth across the