Customer Experience Strategist

2 days ago


Schiller Park, Illinois, United States AF Group Full time
Job Summary

We are seeking a highly skilled Customer Experience Strategist to join our team at AF Group. As a key member of our organization, you will play a critical role in developing and executing cross-functional initiatives that drive customer and employee experience, as well as business operations.

Key Responsibilities
  • Develop and implement customer experience strategies that align with business objectives
  • Analyze customer experience and operational data to identify improvement opportunities
  • Manage market research surveys and CX projects to inform business decisions
  • Coordinate and manage agency profit sharing programs with Business Development units
  • Identify and develop agency incentive initiatives, such as sales contests and commission/profit sharing changes
  • Partner with the Director and Senior Manager of Customer Experience to implement the CX roadmap and strategy
  • Assist with omni-channel strategy development and implementation
  • Use data analysis and investigation to find trends and inform business decisions
  • Run ad-hoc surveys to answer business questions or address possible issues
  • Assist with vendor selection and management
  • Recommend process improvements based on data and analysis findings
Requirements
  • Bachelor's degree in marketing, business, psychology, statistics, or related field
  • 6-8 years of experience in a related field, with relevant insurance experience preferred
  • Considerable knowledge of the workers compensation insurance industry and the independent agency system
  • Ability to analyze data using analytic engines such as R, Tableau, SPSS, Access, SAS, or other analytic engines
  • Excellent verbal and written communication skills
  • Ability to interact with others to build consensus and get decisions implemented
  • Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists
  • Knowledge of relevant elements of other disciplines, such as Claims, Corporate Operations, etc.
  • Ability to establish rapport and maintain effective working relationships with both internal and external customers
  • Ability and proficiency in the use of computers and company standard software, including advanced knowledge in PowerPoint, Word, Excel, Access, and other corporate databases
What We Offer

At AF Group, we offer a dynamic and supportive work environment, competitive compensation and benefits package, and opportunities for professional growth and development.



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