Customer Experience Consultant

6 hours ago

Saint Paul, Minnesota, United States Securian Financial Full time
Job Title: Customer Experience Consultant

At Securian Financial, we're seeking a skilled Customer Experience Consultant to join our team. As a key contributor to our business development efforts, you'll play a crucial role in driving customer experience strategy development, experience improvements, and CX best practices.

Responsibilities:
  • Collaborate with our CX Strategy Lead to identify priority journeys and interactions, assess current-state experiences, and define "Moments That Matter" through journey mapping, primary research, and marketplace feedback.
  • Facilitate future-state experience design, high-level cost-benefit analysis, and roadmap prioritization to drive desired business and customer outcomes.
  • Participate in defining, implementing, and visualizing journey metrics and CX KPIs.
  • Drive efforts to modernize our end-user service communications to increase response, reduce costs, and create a more holistic, user-friendly experience.
  • Work with Customer Insights and Product teams to design and implement customer surveys / feedback loops, including feedback panels with all key audiences.
  • 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).
  • 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.
Qualifications:
  • 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.
  • Excellent communication and presentation skills, with the ability to effectively convey complex concepts to diverse audiences.
What We Offer:
  • Paid time off: We want you to take time off for what matters most to you.
  • Leave programs: Securian's flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.
  • Company-funded pension plan and a 401(k) retirement plan: Share in the success of our company.
  • Health insurance: From the first day of employment, associates and their eligible family members - including spouses, domestic partners and children - are eligible for medical, dental and vision coverage.
  • Volunteer time: We know the importance of community.
  • Associate Resource Groups: Build connections, be yourself and develop meaningful relationships at work through associate-led ARGs.

Securian Financial believes in hybrid work as an integral part of our culture. Associates get the benefit of working both virtually and in our offices. 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.

When working in our offices at least two days per week isn't feasible (vacations, illness, travel, etc.), an eight day per month standard is an option.

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

The estimated base pay range for this job is: $84,000.00 - $155,000.00. Pay may vary depending on job-related factors and individual experience, skills, knowledge, etc.

More information on base pay and incentive pay (if applicable) can be discussed with a member of the Securian Financial Talent Acquisition team.

Be you. With us.

At Securian Financial, we understand that attracting top talent means offering more than just a job - it means providing a rewarding and fulfilling career.

As a valued member of our high-performing team, we want you to connect with your work, your relationships and your community.

Enjoy our comprehensive range of benefits designed to enhance your professional growth, well-being and work-life balance, including the advantages listed here:

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