Vice President of Customer Experience

1 day ago


West Des Moines, Iowa, United States EquiTrust Full time
Job Title: Vice President, Customer Experience

The Vice President, Customer Experience is a senior leadership role responsible for leading the Policy Administration team in achieving company-wide goals and objectives. This role requires a strong leader who can act as an advisor, coach, and mentor to the team, while carrying out their duties and responsibilities in a manner consistent with EquiTrust's Company Values.

Key Responsibilities:
  • Develop and implement a comprehensive customer experience strategy that enhances customer satisfaction, loyalty, and engagement.
  • Oversee all customer interaction channels, including the Contact Center, inbound and outbound calls, chat, website, and email, ensuring a seamless and positive experience for both customers and agents.
  • Drive modernization and technical improvements to business processes, create a digital technology roadmap in policy administration, and spearhead the innovation of new and existing technologies and solutions to support business goals.
  • Manage fraud mitigation efforts, oversee the functional training and development for the Policy Administration Contact Center, and ensure quality control within the Contact Center.
  • Lead a team of administration professionals, including but not limited to, making recommendations and decisions for hiring, termination, promotion, and transfers, assessing and completing performance appraisals, responsibility/workload allocations, and task completion.
Requirements:
  • Minimum of 12 years of experience in customer experience management, with at least 7 years in a leadership role within the insurance or financial services industry.
  • Bachelor's degree in Business, Marketing, or a related field; MBA preferred.
Working Conditions:
  • On-Site Location: West Des Moines, Iowa
  • In office expectations: Mostly offsite
  • Business Travel: Occasional travel


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