Customer Experience

2 weeks ago

Naperville, United States Delta Dental Full time
Job Details

Level
Experienced

Job Location
Delta Dental of Illinois - Naperville, IL

Position Type
Full Time

Education Level
4 Year Degree

Description

OVERVIEW OF POSITION: Delta Dental of Illinois' enterprise customer experience vision is to inspire trust with each customer by listening, understanding and offering solutions so they feel valued and confident in every interaction. Our ecosystem of customers include group and individual clients (those who purchase our benefit plans), brokers (those who represent clients), members (those who use our plans) and dentists (those who make up our dental networks). The Customer Experience (CX) Analyst reports directly to the Vice President of Marketing Communications and is responsible for advancing Delta Dental of Illinois' enterprise CX strategy and customer-obsessed culture transformation.

This role will partner across the enterprise to:
  • Communicate an end-to-end understanding of customer insights, pain points and opportunities across all product and service journeys.
  • Translate customer feedback into opportunities to improve CX in ways that meet business needs and objectives.
  • Drive business and customer outcomes from CX initiatives in collaboration with business owners.
  • Apply knowledge in CX tools and methodologies to maximize growth and effectiveness.
DUTIES & RESPONSIBILITIES:
  • Collect, Analyze, and Embed Customer Insights
  • Assess customer wants, needs, behaviors, and expectations using quantitative and qualitative methods.
  • Develop (or where appropriate collaborate on) and manage mechanisms to listen, interpret, act upon, and monitor customer feedback.
  • Establish mature CX measurement practices that link customer perceptions and operational data and business outcomes.
  • Collect and disseminate primary and secondary research centered around customer interests and preferences including existing customer surveys, formal/informal feedback, focus groups, dental and vision benefits research, generational research etc.
  • Provide support to programmatically embed customer insights across the enterprise to support insight-driven decision making across all functions and levels.
  • Orchestrate and Support Enterprise CX Improvements
  • Participate on enterprise CX cross functional team and Product Innovation team.
  • Collaborate with business owners and teams across the enterprise to map and analyze current state journeys to identify areas of strength and opportunities for improvement.
  • Collaborate to design, test, and implement future state journeys that improve customer pain points and deliver intended customer and business outcomes.
  • Support marketing communications, sales, account management, provider relations, data insights team and operations teams to develop and advance experience/product/service innovations and growth opportunities based on customer insights.
  • Develop and track business cases and impacts associated with CX improvements.
  • Collaborate to Drive Customer-Obsessed Culture Change
  • Work with cross-functional CX team to translate Delta Dental of Illinois' enterprise CX vision into behaviors, rituals, and artifacts that guide employees in their day-to-day business decisions and interactions.
  • Support the development and implementation of a plan to provide all employees with guidance, training, insights, and tools to promote a customer-obsessed culture.
  • Serve as a customer advocate within the Delta Dental of Illinois enterprise, partnering with business owners and operations teams to deliver on a customer-first approach and culture within the business.
  • Educate business areas on CX tools/processes and partner with leaders to build CX capability within Delta Dental of Illinois enterprise and its technology partner, NorthWinds.
  • Participate in professional activities, conferences and trainings to keep abreast of program and market trends.
  • Maintain regular and punctual attendance following hybrid workplace policy.
  • Perform other job-related duties as assigned.

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