Customer Experience Specialist

5 days ago

Appleton, United States West Bend Mutual Insurance Co. Full time


Customer Experience Specialist

Job Locations

US-WI-West Bend | US-WI-Madison | US-WI-Appleton

ID

2024-2337

Category

Customer Experience

Full-Time

Remote/Hybrid

Hybrid

Company Overview

Recognized as a Milwaukee Journal Sentinel Top Workplace for 12 consecutive years, including three years of being honored as number one Join us at West Bend, where we believe that our associates are our greatest asset. We hire talented individuals who are conscientious, dedicated, customer focused, and able to build lasting relationships. We create and maintain an environment where you feel a sense of belonging and appreciation. Your diversity of thought, experience, and knowledge are valued. We're committed to fostering a welcoming culture, offering you opportunities for meaningful work and professional growth. More than a workplace, we celebrate our successes and take pride in serving our communities.

Responsibilities & Qualifications

This position may work from our offices in West Bend, Madison, or Appleton WI.

Accountable for executing the Customer Experience strategy and agent automation support. Using the Voice of Customer program, analyzes and synthesizes customer data analytics, identifies trends in customer pain points and potential root causes, and drives operational aspects of multiple listening programs to facilitate a strong customer experience and impact business growth. Continually innovates to help identify and address customer needs across various touchpoints. Contributes to high-impact projects that are designed to improve a customer's experience across a full interaction with West Bend. Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Tracks and monitors agency automation utilization by agency.


Preferred Experience and Skills

  • Organizational skills
  • Analytical skills
  • Written and verbal communication skills
  • Interpersonal skills
  • Relationship Management
  • Knowledge of performance metrics as they relate to overall customer experience
  • Customer data synthesis and management - understands where to access important data, organizes it effectively, and integrates multiple, disparate streams of data to develop and communicate actionable insights
  • Data visualization
  • Previous experience in the property/casualty insurance industry
  • Prior experience in research, customer satisfaction, or loyalty
  • Prior experience with Google Analytics


Preferred Education and Training

  • Bachelor's Degree in business, math, information management or data analytics


EEO

West Bend provides equal employment opportunities to all associates and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, and promotion.

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