Product Specialist Sr - Customer Experience

This position focuses on creating a common understanding of the Personal Lines customers (insured and agency) for the purpose of accurate marketing, increased premium, and improved retention through the experiences we provide. You will work with all functions of the company performing CX business analysis and identifying experiences for improvements. Provide leadership to create common associate understanding of the Personal Line goals, brand values and the customers we serve.

This position can be filled at either a Product Specialist or Product Specialist Sr level.

What you'll do:

As a Product Specialist - PL Customer Experience, you'll seek to understand our customers and promote that understanding to the organization. The aim is improving profitability through making insurance simple for our customers. In this role you'll:

• Support research programs and analyze results, drawing correlations between customer data and business goals.

• Utilize data analysis tools to gather data. Leverage Microsoft Excel or Tableau to present your findings to a broad range of audiences.

• Develop and evaluate customer personas using external and internal data. Personas accurately describe our customer's behaviors and needs.

• Craft presentations and publications using Microsoft PowerPoint for direct presentations, company-wide publications, and special events.

• Monitor customer listening and feedback programs, providing support for complaints or needs as they arise.

• Regularly participate and/or assist in the leadership of the Customer Champion Team - a large, cross-functional group of associates who advocate for our customers within each of their functional areas.

• Evaluate and/or lead associate learning programs for current and new PL associates focusing on Personal Line vision, brand values and the customers we serve. Examples are associate communications, SentryU programs and the Customer Experience Week.

• Regularly participates in business discussions with other Sentry departments such as Customer Service, Claims, SentryU, Human Resources, Actuarial, Agency Sales, Business Development, Product Development, Project Management, Marketing, and IT.

What it takes:

• Bachelor's Degree or equivalent work experience.

• 0-3+ years of related work experience, preferably in the P&C Insurance industry.

• Strong skills in MS Office, with an emphasis in Microsoft Excel

• Basic knowledge of data analysis tools such as SAS, SQL, and R

• Ability to effectively communicate findings in written, verbal, and visual presentations

• Demonstrated leadership, problem solving, and analytical skills.

What You'll Receive:

At Sentry, your total rewards go beyond competitive compensation. Below are some benefits and perks that you'll receive.

• Sentry is happy to offer flexibility through a scheduled Hybrid work model. Monday and Friday work from home if you choose to, Tuesday through Thursday you'll work in office.

• As a Sentry associate, you will have an in-office workspace and materials for your home office. In addition to the laptop, you will receive prior to your start, Sentry will provide equipment for your home office.

• Meal Subsidy available for associates who report to an office.

• 401(K) plan with a dollar for dollar match on your first eight percent, plus immediate vesting to help strengthen your financial future.

• Continue your education and career development through Sentry University (SentryU) and utilize our Tuition Reimbursement program

• Generous Paid-Time Off plan for you to enjoy time out of the office as well as Volunteer-Time off

• Group Medical, Dental, Vision, Life insurance, Parental leave, and our Health and Wellness benefits to encourage a healthy lifestyle.

• Well-being and Employee Assistance programs

• Sentry Foundation gift matching program to encourage charitable giving.

About Sentry:

We take great pride in making Forbes' list of America's Best Midsize Employers. A lot of different factors go into that honor, many of which contribute to your job satisfaction.

Our bright future is built on a long track record of success. We got our start in 1904 and have been helping businesses succeed and protect their futures ever since. Because of the trust placed in us, we're one of the largest and financially strongest mutual insurance companies in the United States. We're rated A+ by A.M. Best, the industry's leading rating authority.

Our headquarters is in Stevens Point, Wisconsin, with offices located throughout the United States. From sales to claims, and information technology to marketing, we enjoy a rewarding and challenging work environment with opportunities for ongoing professional development and growth.

Get ready to own your future at Sentry. Opportunities await!

Joe Larsen

Talent Acquisition Specialist

Joe.larsen@sentry.com

Equal Employment Opportunity

Sentry is an Equal Opportunity Employer. It is our policy that there be no discrimination in employment based on race, color, national origin, religion, sex, disability, age, marital status, or sexual orientation.