Director, Voice of Customer Product Management

The Hartford; Hartford (CT); Hybrid; USD 137,000 - 205,000; Full time

Job summary

The Hartford seeks a Director Agile Product Management – Voice of Customer (VoC) to define and execute strategy, roadmap, governance, and evolution of the enterprise VoC platform. You'll partner across Operations, Claims, Digital Experience, Data, Technology, and executive leadership to transform feedback into measurable outcomes.

Lead a small team, own the product roadmap, prioritize epics and features, and drive agile delivery.

Qualifications

• 10+ years of experience in Product Management, Customer Experience, Voice of Customer, or related disciplines.
• Proven ability to influence executive stakeholders and drive cross-functional alignment.
• Experience managing Voice of Customer platforms and customer measurement programs (NPS, CSAT, retention).

Responsibilities

• Define VoC strategy, roadmap, governance, and operating model for enterprise platform.
• Lead cross-functional collaboration across Operations, Claims, Digital Experience, Data, and Technology.
• Drive innovation through AI, analytics, and personalization capabilities to improve customer outcomes.
• Lead and mentor a small team of Product Owners and ensure value-driven prioritization.

Skills

Executive stakeholder influence

Voice of Customer

Agile product management

Leadership

Cross-functional collaboration

Tools

Medallia

Qualtrics

Job description

Director Agile Product Management - BA06CE We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.

The Director, Voice of Customer (VoC) Product Management is responsible for defining and executing the strategy, roadmap, governance, and evolution of The Hartford’s enterprise Voice of Customer platform and program. The role combines the disciplines of Product Management, Customer Experience, Customer Insights, and Agile Leadership to ensure customer feedback is transformed into actionable and measurable business outcomes. The role partners across business units, Operations, Claims, Digital Experience, Data, Technology, and executive leadership to improve and enhance the enterprise CX strategy, prioritize investments, improve customer experiences, and strengthen customer trust and retention.

RESPONSIBILITIES

• Enterprise VoC Product Strategy Own and evolve the enterprise Voice of Customer vision, strategy, roadmap, and operating model.
• Define long-term product direction aligned to business, data, and digital strategies.
• Establish success measures, manage vendor relationships, and oversee platform investments, budgets, and performance.
• Drive innovation through AI, analytics, automation, and emerging customer intelligence capabilities.
• Customer Insights & Experience Transformation Lead the collection, synthesis, and activation of customer feedback through surveys.
• Establish governance, standards, and best practices for survey design, inner and outer loop processes, reporting, and insight activation.
• Identify customer needs, experience friction points, and emerging trends to inform business priorities and investment decisions.
• Champion customer-centric decision-making across all levels of the organization.
• Product Management & Agile Leadership Lead, develop, and inspire a small team of direct reports, setting clear priorities, coaching for growth, and driving accountability for the success of The Hartford’s enterprise Voice of Customer platform and program.
• Own the enterprise VoC product roadmap and investment priorities.
• Translate strategic objectives into prioritized epics, features, and capabilities that deliver measurable business outcomes.
• Lead and mentor Product Owner and cross-functional teams using Agile product management and delivery practices.
• Ensure customer and business value remain central to prioritization and product decisions.
• Stakeholder Leadership & Influence Build strong partnerships with senior leaders and serve as a trusted advisor on customer insights, opportunities, and emerging risks.
• Facilitate alignment between business priorities and product delivery.
• Drive alignment across Agile Release Trains, Product Management, Customer Analytics, and business stakeholders to identify, prioritize, and operationalize customer insights that inform strategic decisions, product enhancements, and customer experience improvements.
• Communicate roadmap progress, business value, customer outcomes, and investment needs.
• Influence decisions without direct authority.
• Develop executive-level narratives, board-ready presentations, strategic recommendations, and product updates.
• Lead organizational change efforts associated with new customer experience capabilities.

QUALIFICATIONS

• 10+ years of experience in Product Management, Customer Experience, Voice of Customer, Customer Insights, Digital Experience, Strategy, Consulting, or related disciplines.
• Demonstrated success leading enterprise platforms, customer programs, or strategic transformation initiatives.
• Formal or informal experience leading and mentoring teams of product professionals, including building inclusive team cultures that drive innovation and results.
• Experience influencing executive stakeholders and driving cross-functional alignment.
• Experience managing Voice of Customer platforms (e.g., Medallia, Qualtrics) and customer measurement programs, including NPS, CSAT, retention, and loyalty metrics.
• Experience developing and applying customer journey management and journey analytics practices to drive business outcomes.
• Experience utilizing Agile Product Management principles and Agile delivery methodologies.
• Experience leveraging AI-enabled insights, text analytics, customer intelligence, and personalization capabilities to improve customer and business outcomes.

Work Arrangement

This role follows a hybrid work arrangement and is based in Hartford, CT. Team members are expected to work from the Hartford office on designated in-office days while balancing remote work as part of a flexible hybrid schedule.

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is: $136,800 - $205,200

Equal Opportunity Employer/Sex/Race/Color/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

About Us | Our Culture | What It’s Like to Work Here | Perks & Benefits

Every day, a day to do right. Showing up for people isn’t just what we do. It’s who we are – and have been for more than 200 years. We’re devoted to finding innovative ways to serve our customers, communities and employees—continually asking ourselves what more we can do. Is our policy language as simple and inclusive as it can be? Can we better help businesses navigate our ever-changing world? What else can we do to destigmatize mental health in the workplace? Can we make our communities more equitable? That we can rise to the challenge of these questions is due in no small part to our company values that our employees have shaped and defined. And while how we contribute looks different for each of us, it’s these values that drive all of us to do more and to do better every day.

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