Director, Voice of Customer Product Management

The Director, Voice of Customer (VoC) Product Management is responsible for defining and executing the strategy, roadmap, governance, and evolution of The Hartford’s enterprise Voice of Customer platform and program. The role combines the disciplines of Product Management, Customer Experience, Customer Insights, and Agile Leadership to ensure customer feedback is transformed into actionable and measurable business outcomes. The role partners across business units, Operations, Claims, Digital Experience, Data, Technology, and executive leadership to improve and enhance the enterprise CX strategy, prioritize investments, improve customer experiences, and strengthen customer trust and retention.

RESPONSIBILITIES:

Enterprise VoC Product Strategy

• Own and evolve the enterprise Voice of Customer vision, strategy, roadmap, and operating model.

• Define long-term product direction aligned to business, data, and digital strategies.

• Establish success measures, manage vendor relationships, and oversee platform investments, budgets, and performance.

• Drive innovation through AI, analytics, automation, and emerging customer intelligence capabilities.

Customer Insights & Experience Transformation

• Lead the collection, synthesis, and activation of customer feedback through surveys.

• Establish governance, standards, and best practices for survey design, inner and outer loop processes, reporting, and insight activation.

• Identify customer needs, experience friction points, and emerging trends to inform business priorities and investment decisions.

• Champion customer-centric decision-making across all levels of the organization.

Product Management & Agile Leadership

• Lead, develop, and inspire a small team of direct reports, setting clear priorities, coaching for growth, and driving accountability for the success of The Hartford’s enterprise Voice of Customer platform and program.

• Own the enterprise VoC product roadmap and investment priorities.

• Translate strategic objectives into prioritized epics, features, and capabilities that deliver measurable business outcomes.

• Lead and mentor Product Owner and cross-functional teams using Agile product management and delivery practices.

• Ensure customer and business value remain central to prioritization and product decisions.

Stakeholder Leadership & Influence

• Build strong partnerships with senior leaders and serve as a trusted advisor on customer insights, opportunities, and emerging risks.

• Facilitate alignment between business priorities and product delivery.

• Drive alignment across Agile Release Trains, Product Management, Customer Analytics, and business stakeholders to identify, prioritize, and operationalize customer insights that inform strategic decisions, product enhancements, and customer experience improvements.

• Communicate roadmap progress, business value, customer outcomes, and investment needs. Influence decisions without direct authority.

• Develop executive-level narratives, board-ready presentations, strategic recommendations, and product updates.

• Lead organizational change efforts associated with new customer experience capabilities.

QUALIFICATIONS:

• 10+ years of experience in Product Management, Customer Experience, Voice of Customer, Customer Insights, Digital Experience, Strategy, Consulting, or related disciplines.

• Demonstrated success leading enterprise platforms, customer programs, or strategic transformation initiatives.

• Formal or informal experience leading and mentoring teams of product professionals, including building inclusive team cultures that drive innovation and results.

• Experience influencing executive stakeholders and driving cross-functional alignment.

• Experience managing Voice of Customer platforms (e.g., Medallia, Qualtrics) and customer measurement programs, including NPS, CSAT, retention, and loyalty metrics.

• Experience developing and applying customer journey management and journey analytics practices to drive business outcomes.

• Experience utilizing Agile Product Management principles and Agile delivery methodologies.

• Experience leveraging AI-enabled insights, text analytics, customer intelligence, and personalization capabilities to improve customer and business outcomes.

Work Arrangement:

This role follows a hybrid work arrangement and is based in Hartford, CT. Team members are expected to work from the Hartford office on designated in-office days while balancing remote work as part of a flexible hybrid schedule.