Customer Experience Specialist
2 days ago
We are seeking a highly skilled Customer Experience Specialist to join our team at Farm Credit. As a key member of our organization, you will play a critical role in enhancing the customer experience and driving customer-centric improvements.
Key Responsibilities- Manage Customer Experience Surveys: Oversee all aspects of Qualtrics experience surveys, documenting and analyzing voice-of-customer (VOC) feedback and benchmark metrics to develop actionable insights for the organization.
- Provide Customer Experience Reports: Deliver customer experience (CX) reports to various stakeholders, highlighting successes and areas for improvement.
- Collaborate with Department Teams: Work closely with department teams to identify experience improvement opportunities in Farm Credit's products, processes, or programs.
- Lead Customer Journey Mapping: Initiate and lead customer journey mapping at the organization, ensuring a deep understanding of customer needs and preferences.
- Recommend and Execute Strategies: Recommend and execute strategies for customer market research projects, driving business growth and customer satisfaction.
- Promote a Customer-Centric Culture: Promote a customer-centric culture at Farm Credit through CX educational training opportunities for our teams.
- Provide General Support: Provide general support as needed to support the goals of the department.
- Education and Experience: 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.
- Skills and Qualifications: Proficiency with customer experience tools such as the Qualtrics experience management platform, journey maps, and data analytics. Experience developing surveys and analyzing feedback. Strong written and verbal communication skills. Ability to foster open communication and collaboration with demonstrated listening and presentation skills.
Farm Credit is an expert in agriculture, with over 100 years 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: 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.
- Leadership and Career Development Opportunities: We provide leadership and career development opportunities, tuition reimbursement, and training opportunities to help you grow and succeed in your career.
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