The Segment Senior Director will be responsible for building capabilities and developing his / her segent-driven strategy. This person will report to the Head of Segment Management.
The Segment Senior Director will manage the Segment Management team - (1 or 2 managers).
In partnership with dual-hatted segment leaders and business owners, the Segment Senior Director will be responsible for leadership and decision-making in the following areas:
Appropriately defining, each segment (taking into account customers’ own perspectives/needs as well as AIG business needs)
Identifying high-priority unmet needs within each segment that could drive significant business value
Selecting 2-3 initial opportunities to pursue within each segment
Developing business cases to evaluate the size and required investment of each opportunity, and enabling appropriate segment and opportunity selection
Translating customer needs into business implications, likely spanning messaging, sales, distribution, product offering, revenue model. Some of these recommendations should be able to be executed in the immediate term.
Fostering a customer driven (not product driven) mindset
Partnering with other teams within the Chief Customer Office to drive widespread empathy for the targeted segments
Developing segment “tool kits” to enable customer-driven decision-making
Facilitating the creation and monitoring of appropriate KPIs
Expertise in customer experience, able to apply these techniques in diverse business environments across AIG.
Position Requirements:
LEADERSHIP SKILLS
Strong customer orientation and ability to inspire others to share this approach
Strong partnership abilities
Strong ability to influence and motivate others especially senior leaders across the Consumer organization & beyond
Very good communication skillls
Excellent ability to manage stakeholders, driving action and challenging inaction
Excellent ability to operate effectively and deliver activities across multiple functions
Can conform to shifting priorities, demands and timelines and make project adjustments accordingly
Can effectively prioritise and execute tasks in a high-pressure environment
Strong problem-solving and decision-making skills
Sense of ownership and accountability
Ability to think in a creative and innovative manner
TECHNICAL SKILLS & EXPERTISE
Ability to lead analysis and also to manage other analysts.
Excellent ability to synthesise information from multiple sources and use business sense to create a logical and compelling narrative of the customers' issues and their relative priority
Ability to translate customer insights into actionable business implications
Very good people management capabilities
Presentation development and delivery; influencing leaders and team members from numerous functions.
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