Customer Experience Consultant

5 days ago

Minnetonka, 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 Customer Experience (CX) Team, 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 in the Employee Benefits Solutions (EBS) business.

Key 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.
Requirements
  • 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.
Preferred Qualifications
  • Familiarity with our business, products and industry landscape.
  • Demonstrated experience in CX roles.
  • Familiarity with CX tools and platforms, CRM systems, and data analysis software.
  • CCXP certification.
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, as well as a commitment to community involvement and volunteerism.

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).

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