The Hartford created a brand new executive slot designed to help it compete in the digital age, and a former manager with the company is returning from Travelers to fill the position: chief digital and customer experience officer.
Bruce Shuman will be tasked with leading efforts to design, build and manage digital experiences for the property/casualty insurer, based on what The Hartford refers to in its April 3 announcement as a “customer-driven research agenda.”
Kathy Bromage, The Hartford’s chief marketing and communications officer, said the new position is a crucial one for the company and that Shuman has unique skills that make him a good fit.
“Customer expectations today are at an all-time high when it comes to service and the digital experience, and it is imperative that companies maximize those interactions,” Bromage said in prepared remarks. She added that Shuman and “his deep knowledge of the digital marketplace, the insurance industry, and our business and culture will position us well for success.”
Shuman will report to Bromage in his new role.
During his last stint at The Hartford, Shuman led digital teams in personal lines and enterprise marketing. He was most recently at Travelers, however, where he held various leadership positions in enterprise e-business and operations, including small business customer and agent service through traditional and digital channels.
Before that, he managed consumer-facing e-Commerce and mobile activities for GE Capital’s consumer finance business.
Beyond The Hartford, AIG and other major insurers increasingly rely on chief digital officers, positions that are relatively new C-level positions for carriers. The positions are viewed as important because of the notion that improved technology makes the customer experience better.
Source: The Hartford