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Customer Journey Expert

2 months ago

Frederick, Maryland, United States Farm Credit Full time

Job Summary:

We are seeking a highly analytical and customer-focused individual to join our team as a Customer Experience Specialist. As a key member of our organization, you will play a critical role in enhancing the customer experience and driving customer-centric improvements across Farm Credit.

Key Responsibilities:

  • Manage all aspects of customer experience surveys, documenting and analyzing customer feedback to develop actionable insights for the organization.
  • Provide customer experience reports to various stakeholders, highlighting successes and areas for improvement.
  • Collaborate with department teams to identify opportunities for experience improvement in Farm Credit's products, processes, or programs.
  • Initiate and lead customer journey mapping at the organization, ensuring a seamless and satisfying experience for our customers.
  • Recommend and execute strategies for customer market research projects, leveraging data analytics to inform business decisions.
  • Promote a customer-centric culture at Farm Credit through CX educational training opportunities for our teams.
  • Provide general support as needed to support the goals of the department.

Requirements:

  • Education and/or experience equivalent to a Bachelor's degree in business administration, marketing, statistics, or related field.
  • Generally, three or more years of customer experience, market research, and/or data analysis experience.
  • Proficiency with customer experience tools such as the Qualtrics experience management platform, journey maps, and data analytics.
  • Strong written and verbal communication skills, with the ability to effectively analyze and share customer insights.
  • Ability to foster open communication and collaboration with demonstrated listening and presentation skills.
  • Strong knowledge of the agriculture industry is preferred.
  • Ability to build internal and external networks.
  • Ability to travel for farm visits, branches, training, etc.
  • Adaptable and flexible to a changing work environment.

About Us:

Farm Credit is an expert in agriculture, with a long history of serving rural America. As a premier rural lender, we're constantly growing and seeking new members for our team. As part of the Farm Credit team, you have the opportunity to make a difference for agriculture and rural communities.

What We Offer:

  • Competitive compensation and benefits packages for full-time employees, including medical insurance, 401(k) with significant employer matching, paid time off, holidays, and volunteer time to support work/life balance.
  • Tuition reimbursement and training opportunities.
  • Student loan reimbursement.
  • Leadership and career development opportunities.
  • Paid maternity and bonding leave.
  • Paid short-term disability.
  • A fun and inclusive work environment.

Salary Range: $53, – $66,, depending on previous experience.

Equal Opportunity Employer: including veterans and individuals with disabilities.