Customer Experience Strategist

2 weeks ago


Lansing, Michigan, United States Accident Fund Holdings, Inc. Full time
Job Description

Accident Fund Holdings, Inc. is seeking a highly skilled Customer Experience Strategist to join our team. 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 improvements.

Main Responsibilities
  • Lead the development and implementation of customer experience strategies and roadmaps.
  • Collaborate with cross-functional teams to analyze customer experience data and identify opportunities for improvement.
  • Design and execute market research surveys and consumer studies to inform customer experience initiatives.
  • Develop and manage agency profit sharing programs and financial incentive initiatives.
  • Coordinate with Business Development units to ensure alignment and effective communication.
Requirements
  • Bachelor's degree in marketing, business, psychology, statistics, or a related field.
  • 6-8 years of experience in a related field, preferably in the insurance industry.
  • Considerable knowledge of market research and Voice of the Customer Feedback methodologies.
  • 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.
Working Conditions

This role requires frequent travel with some overnight stays. Work is performed in an office setting with no unusual hazards.



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