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Chief Experience Officer

3 months ago

Saint Paul, United States Hilo Talent Partners Full time

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


Company Overview

We are a third-generation, family-owned 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 insurance-related 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, customer-centric, thought leader to join our experience team.


Role Overview:

As the Chief Experience Officer, you will play a critical role in our leadership team. As CXO, you care about the details and believe that every interaction matters. As the leader of our experience team, you'll oversee a dynamic group of 11 professionals who are a mix of Client Support Specialists, Client Managers, and Client Advisors. Your role involves providing guidance, effective management, and ensuring accountability to drive goal attainment across the team.


You leverage data-driven insights and customer feedback to stay ahead of the changing market, the needs of the customer, and new trends. You focus daily on high-quality 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 world-class client experience organization.


What you will be responsible for:

  • Team Leadership: Develop and execute a team-centric vision and strategy that fosters a collaborative and supportive environment.
  • Team Development: Lead and develop a team of world-class professionals, providing mentorship and support throughout the employee lifecycle.
  • Process Enhancement: Ensure processes are streamlined and optimized for growth.
  • Change Management:
  • Client-Centric Vision: Develop and execute a client-centric 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 organization's brand and values, creating a consistent and positive brand experience.​
  • Data-Driven 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:

  • Leading teams and driving positive change
  • Simplifying complex information by reviewing data, confirming priorities, and creating systemized processes that get to a quick resolution
  • Bringing order to chaos
  • Improvizes when problem-solving and developing innovative solutions
  • Blazing the trail for a differentiated experience
  • Developing empowered team members to deliver customer-centric 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:

  • Bachelor’s degree and Master's (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