Chief Experience Officer

Hilo Talent Partners has been engaged to recruit for the following position:

Company Overview

We are a thirdgeneration familyowned company passionate about helping families and businesses reach their goals and feel confident they are protected. We have an exceptional team that works collaboratively to provide the best guidance and ongoing support in the industry. We handle insurancerelated matters by developing a comprehensive plan to assist with claims and everything in between.

We believe in going the extra mile for our clients and treating them as if we were our own family. We are looking for an innovative customercentric thought leader to join our experience team.

Role Overview:

As the Chief Experience Officer you will play a critical role in our leadership team in this newly created position. As CXO you care about the details and believe that every interaction matters. As the leader of our experience team youll oversee a dynamic group of 15 professionals handling both personal and business lines. Your role involves providing guidance effective management and ensuring accountability to drive goal attainment across the team.

You leverage datadriven insights and customer feedback to stay ahead of the changing market the needs of the customer and new trends. You focus daily on highquality implementations for new clients deepening the relationships with existing customers by making a difference in all interactions and collaborating with the leadership team to define the business model of the future.

As CXO success is defined by the relentless commitment to crafting exceptional client journeys and building a worldclass client experience organization.

What you will be responsible for:

• Team Leadership: Develop and execute a teamcentric vision and strategy that fosters a collaborative and supportive environment ensuring each team members growth and productivity.
• ClientCentric Vision: Develop and execute a clientcentric vision and strategy that sets the tone for exceptional customer experiences.
• Customer Retention & Renewal: Develop strategies to enhance client retention and loyalty through personalized experiences and exceptional service. Set and track client retention and referrals and define programs that enable advisors to creatively engage their clients.
• Product and Service Innovation: Drive innovation in insurance products and services to meet evolving client expectations and market demands.
• Brand Experience: Ensure that every client interaction aligns with the organizations brand and values creating a consistent and positive brand experience.
• DataDriven Insights: Leverage data analytics to gain insights into client preferences and behaviors informing strategic decisions.
• Feedback and Advocacy: Collect and act upon client feedback to continuously improve the customer experience and foster client advocacy.
• Strategic Partnerships: Identify and nurture strategic partnerships that enhance the overall client experience.

What YOU are good at:

• Simplifying complex information by reviewing data confirming priorities and creating systemized processes that get to a quick resolution
• Bringing order to chaos
• Improvizes when problemsolving and developing innovative solutions
• Blazing the trail for a differentiated experience
• Developing empowered team members to deliver customercentric services
• Building trust showing up consistently and delivering on promises

What WE are good at:

• We protect lifestyles
• We are guides
• We give a damn

What you have already accomplished:

• Bachelors degree and Masters (preferred) but more importantly a proven track record of success leading customer service customer success or implementation teams.
• Experience leading and managing a team holding them accountable and delivering great results as a team
• Developed a differentiated service model within the insurance industry or other industry

The Extras we offer (besides pay!)

• 401K matching
• Health insurance coverage
• Paid Sabbatical based on tenure
• Equity/partnership opportunities
• Paid commission on your own policies
• Associate of the Year awards
• Professional appearance allowance when you are hired
• Dry cleaning service
• Wellness Amenities
• Team meals and events

Remote Work :

No