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Customer Experience Strategist

2 months ago

Appleton, Wisconsin, United States West Bend Mutual Insurance Co. Full time
{"Responsibilities & Qualifications": "Key Responsibilities

As a Customer Experience Specialist, you will be accountable for executing the Customer Experience strategy and agent automation support. You will analyze and synthesize customer data analytics, identify trends in customer pain points and potential root causes, and drive operational aspects of multiple listening programs to facilitate a strong customer experience and impact business growth.

You will continually innovate to help identify and address customer needs across various touchpoints. You will contribute to high-impact projects that are designed to improve a customer's experience across a full interaction with West Bend Mutual Insurance Co.

You will provide support to end users on a variety of issues, identify, research, and resolve technical problems, and respond to telephone calls, email, and personnel requests for technical support.

You will track and monitor agency automation utilization by agency.

", "Preferred Experience and Skills": "Preferred Experience and Skills
  • Organizational skills
  • Analytical skills
  • Written and verbal communication skills
  • Interpersonal skills
  • Relationship Management
  • Knowledge of performance metrics as they relate to overall customer experience
  • Customer data synthesis and management - understands where to access important data, organizes it effectively, and integrates multiple, disparate streams of data to develop and communicate actionable insights
  • Data visualization
  • Previous experience in the property/casualty insurance industry
  • Prior experience in research, customer satisfaction, or loyalty
  • Prior experience with Google Analytics
", "Preferred Education and Training": "Preferred Education and Training
  • Bachelor's Degree in business, math, information management, or data analytics
", "EEO": "

West Bend Mutual Insurance Co. provides equal employment opportunities to all associates and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

", "Company Overview": "About Us

West Bend Mutual Insurance Co. is a recognized Top Workplace for 12 consecutive years, including three years of being honored as number one. We believe that our associates are our greatest asset and hire talented individuals who are conscientious, dedicated, customer-focused, and able to build lasting relationships.

We create and maintain an environment where you feel a sense of belonging and appreciation. Your diversity of thought, experience, and knowledge are valued. We're committed to fostering a welcoming culture, offering you opportunities for meaningful work and professional growth.

", "Job Locations": "Job Locations

US-WI-West Bend | US-WI-Madison | US-WI-Appleton

", "ID": "

ID

", "Category": "

Customer Experience

", "Full-Time": "

Full-Time

", "Remote/Hybrid": "

Hybrid

", "Company Overview": "

More than a workplace, we celebrate our successes and take pride in serving our communities.

"}