Customer Experience Specialist
3 days ago
Compeer Financial is seeking a collaborative, innovative, and dynamic professional to be a part of our Top Workplace culture. We are looking for someone who can champion the hopes and dreams of rural America by empowering those in agriculture and rural communities to achieve their goals and expand their possibilities.
Job Summary:This position leads the creation and enhancement of services, propositions, and experiences that genuinely address the needs of Compeer's clients and team members, while laying the groundwork for scalable client centricity. The successful candidate will provide expertise in understanding, mapping, and improving the end-to-end journeys of clients and prospects across both online and offline channels.
Key Responsibilities:- Lead comprehensive client and employee research initiatives to derive detailed insights into client needs, preferences, behaviors, and the context for decision-making contexts for end-to-end journeys that incorporate both offline and online environments.
- Map and document end-to-end omnichannel client journeys and service blueprints, creating detailed visualizations and maps, and overseeing junior team members' contributions to the creation of maps of the client journey across all channels.
- As required, map processes and value streams to break down processes to illustrate where they integrate with client experiences and Business Technology solutions.
- Expertly leverage advanced project management methodologies to orchestrate and oversee the entire CX process, ensuring exceptional quality from research and insights to mapping current and future states, identifying and prioritizing opportunities, and creating comprehensive service blueprints.
- Bachelor's degree in business administration, finance, economics, agribusiness, or related field, or an equivalent combination of education and experience.
- Minimum of 7 years of experience in driving CX initiatives, CX mapping, project and process improvement initiatives.
- Minimum of 5 years of experience actively leading or contributing to the definition, development, and delivery of large enhancements, new offerings, products, or services, with a strong understanding of client needs.
- Hands-on CX expert with the ability to dive into details and work across all aspects of CX initiatives and concept development.
- Knowledgeable in ensuring the continuous improvement and evolution of CX initiatives, ensuring they are effectively integrated and refined by service delivery teams and client experience providers.
- Proven track record running CX initiatives, CX mapping, CX/UX/Service Design to improve end-to-end journeys.
- Skilled in designing and delivering complex, transformational enhancements to business service delivery or introducing new offerings, with hands-on expertise in driving CX approaches and principles.
- Ideally, experience from very early strategic project definition to detailed development and implementation of complex, omnichannel services.
- Possesses technical expertise in CX and demonstrated experience in setting up and leading multi-disciplinary CX projects, proficiently conducting tasks across the entire CX process from research and insights to mapping current and future states and concept development.
- Experienced in managing projects from early strategic phases through to detailed development and implementation of complex omnichannel services.
- Utilizes an end-to-end, outside-in, client-centric toolkit and skillset to address varied problems across different service and technology scenarios or industries.
- Ability to identify patterns and trends across disparate sources of information and translate those into meaningful insights.
- Proficient in project management, capable of leading journey mapping activities and executing plans.
- Strong financial acumen to evaluate and prioritize initiatives that improve client experience and business outcomes.
- Experience in building or supporting differentiated tiers of service or unique client segments.
- Proven ability to use data to drive decision-making, create actionable plans, and implement changes.
- Experience leading journey mapping activities and making journey improvements, ideally within financial services, healthcare, or other industries that maintain long-term client relationships.
- Strong ethical grounding and interpersonal skills, contributing positively to team dynamics.
- Flexible team player committed to hands-on work to make a significant impact.
- Ability to foster an atmosphere of openness, trust, collaboration, and support, with a passion for customer experience excellence.
- Strong communication skills, able to express ideas fluently and logically, and open to input from others.
- Valid driver's license.
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