The Manager Customer Experience, Employee Benefits is accountable for leading 8–12 Client Advisors (CAs) and delivering an exceptional Priority Business customer experience, while driving profitable growth and persistency across the assigned territory in alignment with the Operating Plan.

Key Responsibilities

People Leadership & Culture (30%)

• Lead, coach, and engage a team of Client Advisors, modeling Hartford’s culture, values, and behaviors.
• Drive consistent delivery of goals and leadership messaging across the territory.
• Foster an inclusive, high‑engagement environment aligned with DEI objectives.
• Support employee development and career growth opportunities.

Customer Experience & Issue Resolution (20%)

• Ensure timely resolution of customer inquiries and issues through direct execution or partnership with Operations and Claims.
• Maintain accountability for Priority Business customer satisfaction and retention.

Business Growth & Strategic Partnerships (25%)

• Collaborate with Group Benefits functional partners to execute growth strategies.
• Partner with Regional Sales and Underwriting Directors on new business and inforce strategy, including renewal pricing, add‑issue pricing, and persistency.
• Drive execution of voluntary benefits strategy within the territory.
• Partner with the RA RRM on the Stag Elite Producer book of business related to Priority Business.

Strategy, Innovation & Change Leadership (25%)

• Serve as an active leader representing Priority Business on strategic initiatives and operational projects.
• Use business insights to develop forward‑thinking, creative strategies that enhance the customer experience.
• Partner with the Director of Priority Business, peers, and cross‑functional leaders on client‑facing priorities.
• Actively support process improvement, project work, and change management efforts.

Core Competencies

• Strong knowledge of employee benefits products and services.
• Understanding of organizational processes, systems, and technology.
• Proactive, collaborative leader who takes ownership and drives results.
• Exceptional ability to engage employees and build inclusive, high‑performing teams.
• Strong written and verbal communication skills.
• Ability to collaborate across the organization to deliver results and elevate customer needs.

Qualifications

• 2+ years of leadership experience in Group Benefits account management preferred.
• Established marketplace relationships.
• Experience leading in‑office, hybrid, and remote teams preferred.
• Licensing: Must obtain and maintain a Group Life & Health license within 3 months of hire.