Virginia Retirement System - Richmond, VA
posted 2 months ago
The Virginia Retirement System (VRS) is an independent state agency dedicated to delivering retirement benefits and services to Virginia's public sector employees. As the 14th largest public or private pension fund in the U.S. and the 42nd largest globally, VRS serves over 803,000 members, including public school teachers, state agency employees, and law enforcement personnel. The agency is seeking a Customer Experience Manager (CXM) to enhance the overall customer experience by creating positive interactions that foster long-lasting satisfaction. The CXM will work collaboratively across all agency units to identify, implement, and evaluate opportunities to maximize the customer experience at every stage of the customer journey. In this role, the CXM will develop and oversee the agency's customer experience initiatives, conduct customer research, and maintain customer journey maps to optimize experiences across multiple channels. The CXM will ensure that the customer experience strategy aligns with the agency's strategic plan and will create policies and procedures to support optimal customer interactions. Additionally, the CXM will provide education and training to agency staff, recommend new customer experience activities, and measure customer sentiment across all channels. The position requires regular presentations to internal and external stakeholders, including the Board of Trustees, and the establishment of key performance indicators (KPIs) to evaluate the effectiveness of CX initiatives. The CXM will drive continuous improvement by participating in strategic initiatives and cross-functional teams, conducting regular analyses to identify industry best practices, and prioritizing initiatives based on impact. The role also involves utilizing data from customer feedback to gain insights and build solution models for improvement, championing the Voice of the Customer (VoC) to ensure a customer-centric approach throughout the agency.