Head of Customer Strategy

Head of Customer Growth - MF04AE

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.

The Head of Customer Strategy for Middle & Large (M&L) Business is responsible for defining how M&L wins with customers. Reporting to the EVP & Head of Middle & Large Business, this leader will create and activate a One Hartford Customer Blueprint that translates customer, broker, market, and operational insights into a differentiated approach to serving customers.

The role focuses on customer value creation, loyalty, retention, growth enablement, resilience, risk prevention, and simplification. Working across Sales & Development, Underwriting, Claims, Risk Engineering, Operations, Service, and Innovation, the Head of Customer Strategy aligns leaders around customer outcomes and helps transform customer‑centricity into a core business discipline—not a standalone program.

The posted salary range reflects our ability to hire at different position titles and levels depending on background and experience.

• Build a market‑leading understanding of customers, brokers, industries, risks, and growth opportunities, integrating customer, market, field, and business insights into a clear point of view.
• Define and continuously evolve a differentiated M&L customer blueprint that translates those insights into customer priorities, standards, and expectations across the business.

• Shape how M&L creates value for customers by integrating the capabilities of Sales, Underwriting, Claims, Risk Engineering, Operations, Service, and Innovation into a seamless customer proposition.
• Advance proactive, advisory, and insight‑led engagement that helps customers prevent losses, navigate emerging risks, improve resilience, and strengthen business outcomes.

• Align regions, business units, and functions around a common definition of customer success, shared priorities, and consistent execution expectations.
• Equip field leaders and customer‑facing teams with the playbooks, insights, stewardship routines, and capabilities needed to consistently deliver the customer blueprint.

• Partner with business and functional leaders to eliminate customer friction, simplify processes, improve responsiveness, and expand the effective use of digital, AI, and automation capabilities.
• Embed customer‑centricity into leadership expectations, business planning, investment decisions, operating routines, and performance measures, with clear metrics tied to customer and business outcomes.

• 15+ years of progressive leadership experience in commercial insurance, customer strategy, distribution, underwriting, claims, risk advisory, operations, marketing, and/or strategy.
• Deep understanding of commercial insurance customers, brokers, industries, risk dynamics, and business economics, with the ability to translate customer and market needs into business priorities; agent/broker, Risk Engineering, and/or Claims experience strongly preferred.
• Proven ability to lead through influence in a complex, matrixed organization, aligning senior leaders and cross‑functional teams around shared outcomes without direct authority.
• Strong strategic, analytical, and business acumen, including the ability to synthesize customer, market, operational, and Voice of Customer insights into actionable strategies and…