Customer Experience Consultant
7 days ago
We are seeking a highly skilled Customer Experience Consultant to join our team at Securian Financial Group. As a key contributor to our business, you will play a critical role in developing and implementing compelling end-to-end customer experiences for our B2B employer clients, their employees, and our partners in the Employee Benefits Solutions (EBS) business.
Responsibilities- Collaborate with the 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.
- 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.
Securian Financial Group is a leading provider of insurance and financial services. We believe in hybrid work as an integral part of our culture, allowing associates to work both virtually and in our offices. We offer a comprehensive range of benefits designed to enhance your professional growth, well-being, and work-life balance.
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