Senior Customer Experience Specialist

Role Overview

• Measure, monitor, report, and analyze health metrics: Identify trends and insights to develop action plans from agent and customer signals to enhance the customer experience.
• Collaborate closely with the Director of CX.
• Utilize the Voice of Customer platform: Analyze and present data, identify themes, and facilitate an organizational understanding of the current and desired customer and agent experience.
• Leverage data analytics: Interpret VoC data in partnership with Small Business Analytics and reporting, identify key performance indicators (KPIs), and provide actionable insights to drive business decisions.
• Develop CX-related projects and pilots: Put VOC insights into action to leverage your analysis to impact business outcomes.
• Support Enterprise and Line of Business CX projects: This includes project management (scope, timeline, costs, risks/issues), change management (communication and training planning and execution), and partnering with technology teams to deploy new or improved customer listening posts.
• Partner with Enterprise CX team and Agile team: Gather business requirements and quantify CX benefits related to program enhancements as part of the Agile prioritization process.
• Ensure ongoing utilization of VoC feedback: Ensure compliance with the closed-loop process.
• Analyze customer feedback: Conduct periodic analyses to influence operational and digital improvements.
• Evaluate and maintain Text Analytics rule-based topic sets: Ensure coverage and accuracy.
• Provide continuing education on VoC system and CX strategy: Train Service, Product, Underwriting, and Premium Audit teams. Ensure proper customer outreach and adherence to processes on a consistent basis.

Requirements

• 3+ years of experience in a corporate environment with customer experience or customer-oriented roles (e.g., Customer Data and Analytics, Customer Feedback, Customer Service)
• Experience as a project manager and/or marketing specialist preferred
• Proficiency in data analytics tools: Experience with Excel, Tableau and AWS/Amazon Connect, is highly desirable
• Demonstrable experience translating business objectives into tangible plans, actions, and results
• Creative thinker and problem solver: Well-organized and extremely detail oriented
• Ability to manage multiple assignments and adapt to changing priorities
• Intrinsically motivated to act with a sense of urgency.

Tech Stack

• AWS
• Tableau

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Professional development opportunities
• Short-term or annual bonuses
• Long-term incentives
• On-the-spot recognition