Customer Experience Consultant

1 day ago

Andover, 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
  • Drive customer experience strategy development, experience improvements, and CX best practices in support of the EBS vision and business goals.
  • 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.
  • 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).
  • Work with Customer Insights and Product teams to design and implement customer surveys / feedback loops, including feedback panels with all key audiences.
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.
  • Familiarity with CX tools and platforms, CRM systems, and data analysis software.
About Securian Financial Group

We believe in hybrid work as an integral part of our culture. If you're in a commutable distance (90 minutes), you'll join us 2-3 days each week in our offices to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules.

We offer a range of benefits, including a company-funded pension plan and a 401(k) retirement plan, medical, dental, and vision coverage, and a dollar-for-dollar matching gift program. We also have a strong commitment to diversity, equity, and inclusion, and we welcome applications from candidates from all backgrounds.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of jobs. 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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