Head of Customer Growth & Strategy (Mid & Large)

The Hartford; Northern, Los Angeles (KY, CA); Hybrid; USD 194,000 - 291,000; Full time

Job summary

The Hartford is seeking a Head of Customer Strategy for Middle & Large Business to lead the development and activation of a comprehensive customer blueprint. You will unite Sales, Underwriting, Claims, Risk Engineering, and Operations to drive differentiated customer value and growth.

You will align senior leaders around customer outcomes, embed customer-centric practices, and travel up to 50% to engage with customers and brokers.

Qualifications

• 15+ years of progressive leadership experience in commercial insurance, customer strategy, distribution, underwriting, claims, risk advisory, operations, marketing, and/or strategy.
• Strong ability to translate customer and market needs into business priorities with cross-functional influence.
• Proven track record translating strategy into execution with playbooks and governance mechanisms.

Responsibilities

• Define and activate the M&L Customer Blueprint, translating insights into customer priorities and standards across the business.
• Shape customer value by integrating Sales, Underwriting, Claims, Risk Engineering, Operations, Service, and Innovation into a seamless proposition.
• Align regions and functions around customer success, with playbooks and routines to deliver the blueprint consistently.
• Embed customer-centricity into leadership expectations, planning, and performance metrics, with measurable outcomes.

Skills

Leadership

Strategic thinking

Communication skills

Stakeholder management

Cross-functional collaboration

Education

Bachelor's degree

Advanced degree preferred

Insurance/risk management designation preferred

Job description

The Hartford is seeking a Head of Customer Strategy for Middle & Large Business to lead the development and activation of a comprehensive customer blueprint. You will unite Sales, Underwriting, Claims, Risk Engineering, and Operations to drive differentiated customer value and growth.

You will align senior leaders around customer outcomes, embed customer-centric practices, and travel up to 50% to engage with customers and brokers.