Vice President of Customer Experience

22 hours ago


Des Moines, Iowa, United States EquiTrust Full time
Job Title: Vice President, Customer Experience

The Vice President, Customer Experience is a senior leadership role responsible for developing and implementing a comprehensive customer experience strategy that enhances customer satisfaction, loyalty, and engagement.

Key Responsibilities:
  • Lead a team of administration professionals to achieve company-wide goals and objectives.
  • Partner with all departments to ensure strategic, operational, and customer service objectives are aligned with Policy Administration goals.
  • Develop and execute a customer experience strategy aligned with the company's goals and objectives.
  • Oversee the Contact Center operations, ensuring efficient handling of inbound and outbound calls.
  • Manage digital interaction channels, including chat, website, and email communications.
  • Collaborate cross-functionally with IT and digital teams to create seamless content across all platforms.
  • Implement systems to capture and analyze customer feedback and insights.
  • Utilize data to identify trends, pain points, and opportunities for improvement.
  • Advocate for the customer within the organization, ensuring their voice is heard in decision-making processes.
  • Build and lead a high-performing customer experience team.
  • Foster a culture of continuous improvement, innovation, and customer-centricity.
  • Provide coaching, mentorship, and professional development opportunities for team members.
Requirements:
  • Minimum of 12 years of experience in customer experience management, with at least 7 years in a leadership role within the insurance or financial services industry.
  • Bachelor's degree in Business, Marketing, or a related field; MBA preferred.
Working Conditions:
  • On-Site Location: West Des Moines, Iowa
  • In office expectations: Mostly offsite
  • Business Travel: Occasional travel (5 - 10% of the time)


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