Head of Customer Growth & Strategy

The Hartford; Hartford (CT); Hybrid; USD 194.000 - 291.000; Vollzeit

Zusammenfassung

The Hartford is seeking a visionary Head of Customer Growth to lead the Middle & Large business strategy, translating customer, broker, and market insights into a differentiated growth approach. This role reports to the EVP & Head of Middle & Large Business and spans Sales, Underwriting, Claims, Risk Engineering, Operations, Service, and Innovation.

Responsibilities include building the One Hartford Customer Blueprint, driving customer value, loyalty, and risk prevention, and embedding

Qualifikationen

• 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.
• 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; ability to synthesize insights into actionable strategies.
• Experience partnering with brokers, agents, and cross-functional business leaders to develop customer-focused strategies.

Aufgaben

• Define and Activate the M&L Customer Blueprint – Build a market-leading understanding of customers, brokers, industries, risks, and growth opportunities, integrating insights into a clear point of view.
• Define and evolve a differentiated M&L customer blueprint that translates insights into customer priorities, standards, and expectations across the business.
• Drive Customer Value Creation and Differentiation – Shape how M&L creates value by integrating Sales, Underwriting, Claims, Risk Engineering, Operations, Service, and Innovation.
• Advance proactive, advisory, and insight-led engagement that helps customers prevent losses, navigate risks, and improve resilience.
• Align the Organization Around Customer Outcomes – Align regions, business units, and functions around customer success and consistent execution.
• Equip field leaders with playbooks, insights, stewardship routines, and capabilities to deliver the customer blueprint.
• Simplify the Customer Experience and Embed Accountability – Eliminate friction, improve responsiveness, and expand use of digital and automation.
• Embed customer-centricity into leadership expectations, planning, and investment decisions with metrics tied to outcomes.

Kenntnisse

Leadership

Strategic thinking

Communication

Influence

Ausbildung

Bachelor’s degree preferred; advanced degree preferred

Jobbeschreibung

The Hartford is seeking a visionary Head of Customer Growth to lead the Middle & Large business strategy, translating customer, broker, and market insights into a differentiated growth approach. This role reports to the EVP & Head of Middle & Large Business and spans Sales, Underwriting, Claims, Risk Engineering, Operations, Service, and Innovation.

Responsibilities include building the One Hartford Customer Blueprint, driving customer value, loyalty, and risk prevention, and embedding