This job is closed

We regret to inform you that the job you were interested in has been closed. Although this specific position is no longer available, we encourage you to continue exploring other opportunities on our job board.

American Equity - West Des Moines, IA

posted 17 days ago

West Des Moines, IA
Insurance Carriers and Related Activities

About the position

The Customer Experience (CX) Strategist is an expert in the customer experience journey from end-to-end, working diligently to analyze, assess and understand areas of opportunity through data, analysis and market research. The incumbent drives efforts to deliver optimal end-to-end Customer experience, building on our existing customer loyalty and satisfaction and championing creative growth and innovation processes to increase customer centricity across the organization. Position sits in West Des Moines and will work an onsite hybrid schedule.

Responsibilities

  • Leads coordination and execution of user and customer experience research and usability studies that provide actionable insights which influence the strategic roadmap.
  • Collaborates and supports business areas and objectives across the enterprise that align to department priorities and focus on customer journey and user-centricity.
  • Designs and executes customer research using qualitative and quantitative methods.
  • Articulates the operating plan and tactics for execution of CX strategy.
  • Works with and provides supporting documentation to others that influences product, system or application development and implementation to ensure creation of efficient, sustainable and successful results.
  • Designs and implements Voice of the Customer (VOC) programs, including solicited (surveys, focus groups, communities, etc.), unsolicited (call mining, web data, emails, etc.), and input from employees about customer experiences and opportunities.
  • Analyzes VOC feedback drawn across sources to identify customer pain points and opportunities to improve experiences.
  • Develops understanding and linkage of improved experiences to business objectives and goals (growth, profitability, etc.).
  • Assists with appropriate change management best practices and approaches to build rapport, understand customer experience needs, address resistance and reinforce key learnings or results.
  • Drives logical decision making through a variety of formats (such as insights, reports, data, stories, and experiences) to maximize relevance and impact.
  • Monitors changes across competitors and other industry leaders to ensure we maintain an innovative experience that keeps pace with customer expectations.
  • Establishes a unified view of customer data and listening analytics to build a deep understanding of the customer's needs for services at all stages of the customer journey.
  • Translates customer research and big data into personas, journey maps, service-design blueprints, customer strategy and vision and ideal-state roadmaps.
  • Performs other work as assigned.

Requirements

  • Bachelor's degree plus a minimum of four (4) years' experience with progressive responsibility in CX, process improvement and digital strategy development and execution.
  • Experience working with VOC analytic tools and methodologies.
  • Demonstrated ability to drive change management.

Nice-to-haves

  • CCXP (Certified Customer Experience Professional) certification preferred.
Job Description Matching

Match and compare your resume to any job description

Start Matching
© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service