Director, Customer Experience

Oncourse Home Solutions - Naperville, IL

Full-time - Senior

Naperville, IL

251-500 employees

About the position

The Director of Customer Experience at Oncourse Home Solutions is responsible for leading the development and execution of strategies aimed at enhancing customer interactions across various channels. This role focuses on ensuring a positive and seamless experience for customers from enrollment to claim resolution, while fostering a culture of customer advocacy and continuous improvement within the organization.

Responsibilities

• Develop and implement strategies to improve customer experience across marketing, call center, and claims operations teams.
• Oversee the customer advocacy team, ensuring swift investigation and resolution of any non-'Happy Path' experiences.
• Create and implement training programs for customer service representatives to engage in 'Next Issue Avoidance' and proactively prevent future issues.
• Track and analyze customer feedback to identify areas for improvement.
• Drive cross-functional sessions to prioritize customer experience across all business areas.
• Monitor and respond to all external brand feedback.
• Develop a survey strategy to gather frequent and actionable feedback from customers.

Requirements

• 6+ years of experience in customer service or a related field.
• Proven direct people management experience, with a history of recognizing and rewarding excellent performance and promptly addressing performance issues.
• Demonstrated success in developing and implementing customer experience strategies.
• Ability to lead and influence cross-functional teams.
• Excellent analytical and problem-solving skills, with a data-driven approach to decision-making.
• Proven ability to build and develop effective teams.
• Strong communication and interpersonal skills, with the ability to influence at all organizational levels.
• Bachelor's Degree or a minimum of 6 years of relevant experience.

Nice-to-haves

• Proficiency in Microsoft O365
• Strong Excel Skills
• Strong Powerpoint / Presentation skills

Benefits

• Health savings account
• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Paid time off
• 401(k) 4% Match
• Employee assistance program
• Vision insurance
• 401(k) matching