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Customer Experience Owner

Company: Assurant
Location: Hammond
Posted on: July 16, 2021

Job Description:

This is a remote position.

Responsibilities:

Experience Design (35%)

  • Designs and optimize end to end customer experience through the use of CX methodology and supporting tools (e.g. Blueprints, Experience Maps, CX Design Flows)
  • Leverages human-centered design when creating artifacts
  • Completes research as necessary to build/maintain knowledge related to industry, market, clients, and consumers (e.g. researching competition, best practices, etc.)
  • Responsible for stakeholder management and ongoing management of all artifacts

Roadmap Execution (35%)

  • Collaborates with product, and project managers to define solutions and influence priority
  • Creates CX updates for Client QBRs 
  • Reviews proposed product/process changes and provide feedback/recommendations
  • Lead customer communication strategy for relevant clients/products/services

Customer Experience Improvement (30%)

  • Monitors program performance by evaluating analysis and insights and working with the appropriate areas/departments to implement a change. Engage cross-functional teams when necessary to troubleshoot or resolve identified breakdowns having a significant impact on NPS.
  • Recommends improvements based on business cases created from findings, present suggestions to functional business leads
  • Creates CBA to demonstrate business value of CX initiatives.

Basic Qualifications:

Education: Bachelor’s degree or 3 yrs. equivalent work experience.

Occasional travel to quarterly meetings required based on remote location.

  • 3 + years’ experience leading projects cross-functionally or 3 years’ experience in a client facing role managing relationships

  • 3+ years’ experience translating client/customer needs to customer journeys as well as company policies, procedures, operations, and detailed process flow maps. 

  • 3+ years’ experience utilizing CX methodologies such as blueprints, experience maps, human centered design principles).

  • Ability to create basic ROI model/CBA.

  • Must be able to create PowerPoint presentations and have good presentation skills.

  • Strong cognitive skills, experience in root cause analysis, and ability to make decisions with minimal direction 

  • Basic understanding of best practices for implementing a voice-of-the-customer program, including selecting appropriate listening posts based on the channel and type of touchpoint 

  • Ability to organize both structured and unstructured data into charts, graphs, and tables for purposes of communicating information. 

  • Basic analytical skills, including the ability to leverage critical thinking to evaluate and organize available data, identify relationships, and summarize results.  Includes moderate Excel experience, including the ability to create pivot tables and combine multiple tables (such as through VLOOKUP).  

  • In-depth understanding of process improvement approach, including leveraging analysis and critical thinking to identify opportunities for improvement, and quickly evaluating potential solutions for feasibility & reasonableness.  Able to identify key performance indicators to measure before & after changes to determine improvement effectiveness and identify unintended consequences. 

  • ?Ability to communicate clearly and effectively with internal and external clients/stakeholders

Preferred Qualifications: 

  • Passionate about the customer experience and quality control. 

  • Basic understanding of agile principles and how to engage agile teams for delivery. 

  • Working knowledge of online analytics is desirable

  • Operations experience with various channels used by customers to interact with us and provide feedback (face to face, telephone, website, mobile application) 

  • Basic understanding of user-centered design (UCD) process, including ability to support experience design initiatives in order to ensure an outside-in focus. Basic understanding of CX tools (e.g. Service Blueprints, Experience Maps, etc.) including how to read and communicate documents, make minor updates to existing documents, and assist in the facilitation and creation of new documents. 

  • Experience creating/updating documentation for company policies, procedures, and detailed process flow maps. 

  • Experience with different VOC tools and methods such as primary research and Net Promoter Score is desirable. 

  • Ability to work effectively in situations driven by deadlines or which require flexibility to approach and execution, and the ability to mentor and lead others 

  • Requires incumbent to be self-motivated with strong organizational skills, including the ability to organize work efficiently, prioritize tasks and manage time to meet deadlines across multiple projects. 

  • Ability to lead projects end to end; obtain support through collaboration; leverages resources to maximize efficiency and results; facilitates the implementation and acceptance of change. 

  • Master's Degree

#AssurantProudSW

 

 

Keywords: Assurant, Hammond , Customer Experience Owner, Other , Hammond, Indiana

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