Client Experience Officer (CXO)

Company Details

At Berkley Alliance Managers, we offer innovative coverage and risk management solutions for our brokers and policyholders. We have a passion for offering fresh ideas and relevant insurance products and services. We provide exceptional claims handling and high-quality, result-orientated and innovative services that help our policyholders manage their risk. Our business consists of four target markets – Design Professionals, Construction Professionals, Accounting Professionals and Miscellaneous Service Professionals. Our focus allows us to tailor coverage and create comprehensive risk management programs that enhance profitability and reduce susceptibility to loss.  

Responsibilities

Experienced industry professional motivated to oversee, develop, advance and promote Berkley Alliance Manager’s client experience (CX) and employee experience/engagement (EX/EE) initiative and actions through research, reporting, presentations, and delivery.  The CXO will engage BAM clients (policyholders, brokers) and BAM business unit and functional leaders, BAM executive team (SLT), and BAM employees.

Key responsibilities include but are not limited to:

• Partner and collaborate with President of BAM and other BAM senior leaders in the development of strategic planning, resources, and techniques for excellence in CX and EX/EE.
• Develop deep expertise in the language and understanding of client experience (CX) and employee experience/employee engagement (EX/EE) and assist BAM senior leaders in promoting CX-EX/EE in their spheres of influence.
• Oversee and lead CX-EX/EE consultants for research, reporting, and consulting advice. Compile data on trends and emerging issues impacting BAM clients and their industries related to CX/EX-EE.
• Develop, lead, and manage short term (annual) and long term (3 – 5 year) plans and strategies for implementation and enhancement of CX/EX-EE across BAM
• Engage and collaborate with brokers, policyholders, market research and consulting firms, and industry associations to better understand the needs and wants of BAM’s broker and policyholder clients.
• Facilitate alignment and regularly communicate with BAM employees to better understand and promote alignment of EX/EE with CX intent and goals.
• Establish and develop a core team of BAM employees and executives focused on and to advance this initiative
• Contribute to BAM internal education and presentation opportunities to advance goals, strategies, and actions of CX/EX-EE.
• Maintain active engagement in reading, research of and contribution to thought leadership in CX/EX-EE.
• Demonstrate enthusiasm and commitment to BAM’s growth and long-term development in this area.

Qualifications

• Bachelor’s Degree Strongly preferred
• 10+ years as an executive or key manager in the PL insurance (PLI) industry with client-facing roles (preferred) or related financial services sectors
• 10+ years as a client-facing professional in the design, construction, or miscellaneous professional service industries with familiarity with PL insurance
• Willing and able to travel to BAM offices and industry conferences
• Excellent communication (verbal, writing) and presentation skills for internal and external presentations
• Motivated self-starter with proven leadership skills and ability to positively influence others

Additional Company Details

Sponsorship Details