Remote Associate Customer Experience Owner

Found in: Jooble US O C2 - 1 week ago


Arizona, United States Mobilitas Insurance Careers Full time

We're Mobilitas, a commercial insurance company created by CSAA Insurance. Our mission is to reinvent commercial insurance in the mobility space by providing technologically advanced solutions for today’s way of doing business. We’re looking for motivated, innovative individuals who think big, move fast and are dedicated to creating a company from the ground up, without the constraints of a traditional insurance company. We’re excited to push the boundaries of commercial insurance and are looking for enthusiastic team members to help us reimagine insurance. We are actively hiring for an Associate Customer Experience Journey Owner.
*Your Role:* The Associate Customer Experience Journey Owner will help develop, deploy, and maintain a purposeful and cohesive overarching customer experience. This role will report to the Senior Manager of Customer Experience Strategy and will be responsible for the design, execution, and improvement of the customer experience for all groups, which includes brokers, agents, policyholders, partners, claimants, and internal stakeholders. A successful incumbent in this role will advocate for all groups by utilizing customer journey maps, coordinating analysis, interpreting insights, and leading initiatives to continually evolve and improve the customer's experience. This role will need to identify unique issues/improvements, utilize Design Thinking and Agile methodologies, and apply business acumen, and improvement techniques to manage projects from ideation to full-scale implementation.
*Understanding of champion living customer journey map(s), dashboards, and related data and models.

* Monitor market research and industry trends, commission new research, coordinate data analysis, interpret insights, and use data to provide strategic direction for initiatives.

* Assist in identifying and obtaining needed tools, training, resources, and best practices from outside the company to enhance customer experience function.

* Define, raise awareness, and advance the customer journey(s) and opportunities to enhance the customer experience across the organization.

* Track program contributions to relevant KPIs such as net promoter score, retention, growth and expense savings.

*2+ years experience in discipline(s) such as customer insights, CX design, product management/development, marketing strategy or related field

* Bachelor's degree in related area or an equivalent combination of education and experience

* Must demonstrate extensive experience doing hands-on analysis and strategic thinking, with ability to convey analytic findings into strategic implications and actionable recommendations

* Familiarity with multiple types of consumer data and insights (survey, behavioral, demographic, qualitative) to aid customer focus and representing the customer problem

* Exceptional written and oral communication, relationship-building, presentation and project management skills

* Experience is insurance, financial services or other regulated industries

*Independent, strategic thinker who fosters curiosity, creative-thinking and continual process improvement

* Expertise in customer experience and marketing business environment

* willing to have cameras when it matters: helping onboard new team members, building relationships, etc.)

* Travels as needed for role, including divisional / team meetings and other in-person meetings

* Fulfills business needs, which may include investing extra time, helping other teams, etc

*At CSAA IG/Mobilitas, we’re proudly devoted to protecting our customers, our employees, our communities, and the world at large. BELIEVE in a mission focused on building a community of service, rooted in inclusion and belonging.

* We offer a total compensation package, performance bonus, 401(k) with a company match, and so much more In most cases, you will have the opportunity to choose your preferred working location from the following options when you join us: remote, hybrid, or in-person. Submit your application to be considered. If a reasonable accommodation is needed to participate in the job application or interview process, please contact [jobs@mobilitasinsurance.As part of our values, we are committed to supporting inclusion and diversity. The diversity of our team fosters a broad range of ideas and enables us to design and deliver a wide array of products to meet customers’ evolving needs.
However, we have a location-based compensation structure. If you apply and are selected to continue in the recruiting process, we will schedule a preliminary call with you to discuss the role and will disclose during that call the available salary/hourly rate range based on your location. Please note we are hiring for this role remote anywhere in the United States with the following exceptions:


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