Voice of the Customer Program Director

About the Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $2.4 billion in personal and commercial auto and homeowner's insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 2,000 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of "A- / Excellent".

About the Role

The Customer Experience (CX) Program Director is responsible for leading the vision, strategy, and execution of customer insights initiatives across the organization. This role synthesizes data from multiple sources to drive actionable outcomes, foster a customer-centric culture, and enhance customer value across the entire lifecycle. The role requires strong leadership, strategic thinking, and collaboration across cross-functional teams without direct reporting authority.

Responsibilities

• Lead and manage cross-functional CX initiatives aligned with business goals.
• Translate customer insights from voice analytics, automated QA, social media, and third-party sources (e.g., J.D. Power) into strategic actions.
• Conduct root cause and driver analysis, segmentation, and journey mapping to uncover friction points and improvement opportunities.
• Design and execute surveys, usability testing, and qualitative research initiatives.
• Establish a company-wide customer success strategy through integrated processes, content, and data.
• Develop and maintain a full customer lifecycle model to ensure measurable value realization at every stage.
• Maintain repositories of insights, action libraries, trends, and customer data.
• Serve as a subject matter expert in voice / text transcript analytics and optimize their use.
• Create and evolve programs that drive customer lifetime value and deliver business impact.
• Champion a continuous customer feedback loop across the organization; advocate for the voice of the customer and embed customer-centric thinking in key decisions.
• Design surveys and report on customer experience outcomes to leadership.

Qualifications

Required Skills

Perks and benefits