Head of Customer Growth Strategy

thehartford; Hartford (CT); On-site; USD 180,000 - 280,000; Full time

Job summary

The Hartford in Hartford, CT seeks a senior leader to own and activate the One Hartford Customer Blueprint for Middle & Large Business. You will shape customer value creation, align multiple functions around customer outcomes, and drive a simplified, data-driven customer experience across the organization.

Reporting to the EVP & Head of Middle & Large Business, this role focuses on loyalty, retention, growth enablement, and risk mitigation, translating market insights into differentiated

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 the ability to translate customer and market needs into business priorities.
• 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 the 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.

Responsibilities

• Define and activate the M&L Customer Blueprint across the organization to translate insights into customer priorities and standards.
• Drive customer value creation by integrating sales, underwriting, claims, risk engineering, operations, service, and innovation into a seamless customer proposition.
• Align regions, business units, and functions around customer outcomes with playbooks, insights, and governance to ensure consistent execution.
• Simplify the customer experience and embed accountability by reducing friction, expanding digital and AI capabilities, and tying leadership metrics to outcomes.

Skills

Leadership

Strategic planning

Customer strategy

Insurance industry

Cross-functional collaboration

Education

Bachelor's degree

Advanced degree / risk management designation preferred

Job description

The Hartford in Hartford, CT seeks a senior leader to own and activate the One Hartford Customer Blueprint for Middle & Large Business. You will shape customer value creation, align multiple functions around customer outcomes, and drive a simplified, data-driven customer experience across the organization.

Reporting to the EVP & Head of Middle & Large Business, this role focuses on loyalty, retention, growth enablement, and risk mitigation, translating market insights into differentiated