Customer Experience Consultant

1 day ago

Inver Grove Heights, Minnesota, United States Securian Financial Group Full time
About the Role

We are seeking a highly skilled Customer Experience Consultant to join our team at Securian Financial Group. As a key contributor to our business development efforts, you will play a critical role in driving customer experience strategy development, experience improvements, and CX best practices in support of our business goals.

Responsibilities
  • Work closely with our CX Strategy Lead to identify priority journeys and interactions, assess current-state experiences, and define "Moments That Matter" by leading journey mapping, primary research, and marketplace feedback.
  • Facilitate future-state experience design, high-level cost-benefit analysis, and roadmap prioritization to drive desired business and customer outcomes.
  • Participate in defining, implementing, and visualizing journey metrics and CX KPIs.
  • Drive efforts to modernize our end-user service communications to increase response, reduce costs, and create a more holistic, user-friendly experience.
  • Work with Customer Insights and Product teams to design and implement customer surveys / feedback loops, including feedback panels with all key audiences.
  • Aggregate and identify critical customer journey insights to improve the end-to-end experience (partnering with the customer insights, UX, and other functions as appropriate).
  • Partner closely with teams delivering or enabling the customer experience (product, UX, account executives, underwriting, claims, contact center, sales, technology) to support continuous improvement efforts.
  • Help develop and deploy CX best practices, tools, and frameworks.
Qualifications
  • Bachelor's degree in Business, Marketing, Operations, or a relevant field or 3+ years of relevant work experience.
  • Proven ability to collaborate across departments to align operations with customer needs and expectations across digital and non-digital channels.
  • Experience in facilitating workshops and leading cross-functional teams.
  • Experience with using and directing Voice-of-Customer feedback to evaluate, assess and measure customer experiences.
  • Excellent communication and presentation skills, with the ability to effectively convey complex concepts to diverse audiences.
What We Offer

At Securian Financial Group, we believe in providing a comprehensive range of benefits designed to enhance your professional growth, well-being, and work-life balance. Some of the benefits we offer include:

  • Paid time off: We want you to take time off for what matters most to you.
  • Leave programs: Securian's flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.
  • Company-funded pension plan and a 401(k) retirement plan: Share in the success of our company.
  • Health insurance: From the first day of employment, associates and their eligible family members - including spouses, domestic partners and children - are eligible for medical, dental and vision coverage.
  • Volunteer time: We know the importance of community. Through company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program and more, we encourage you to support organizations important to you.
  • Associate Resource Groups: Build connections, be yourself and develop meaningful relationships at work through associate-led ARGs.

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