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Customer Experience Strategist

2 months ago

Minneapolis, Minnesota, United States Securian Financial Group Full time
About the Role

We are seeking a highly skilled Customer Experience Strategist to join our team at Securian Financial Group. As a key member of our Employee Benefits Solutions (EBS) business, you will play a critical role in developing and implementing compelling end-to-end customer experiences for our B2B employer clients, their employees, and our partners.

Responsibilities
  • Collaborate with the CX Strategy Lead to identify priority journeys and interactions, assess current-state experiences, and define "Moments That Matter" through 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.
About Securian Financial Group

Securian Financial Group is a leading provider of insurance and financial services. We believe in creating a workplace culture that values diversity, equity, and inclusion. Our company offers a comprehensive range of benefits, including paid time off, leave programs, company-funded pension plan, and health insurance. We also offer opportunities for professional growth and development through our associate resource groups and training programs.

We are an equal opportunity employer and welcome applications from diverse candidates. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by email at, by telephone (voice), or 711 (Relay/TTY).