Overview

Responsible for building and implementing a customer experience strategy across the enterprise with a focus on customer insight development that will place the customer central to all activities. Serves as the domain subject matter expert for qualitative research and insight development. Leads creation of the humanistic perspective of various types of customers through compelling methods such as personas, journeys or videos. In partnership with business units, serves as strategic guide for omni-channel customer experience framework that builds relationships and grows business with a variety of customer groups. Leads championing the customer as central to all interactions with a digital-first perspective. Creates and leads ongoing learning and optimizations for best-in-class customer experiences.

Responsibilities

What you will do:

• Builds and owns the customer focused research design and roadmap for all enterprise customer experience activity. Designs and drives research, identifying and assessing insights and trends shaping customers' expectations. Leads development of storytelling deliverables such as personas, journeys or videos leading to recommendations to enhance our customer experience. Maintains end-to-end understanding of the customer lifecycle with emphasis on digital end-to-end and the implications of a digital first approach. Facilitates and collaborates as part of a team leveraging human centered design and research techniques centered on people, translating observations into insights to refine elements of our customer experience and innovate solutions. Leverages voice of the customer feedback and journey/touch point mapping to develop, enhance and streamline our customers' experiences. Monitors the effectiveness and progress against our customer experience strategy, analyzing key business metrics and benchmarks against relevant industry peers and key external best practices.
• Leads as the ultimate team player who is able to partner with the experience and digital teams, and business units to establish an enterprise strategy for customer experience. Becomes the “go-to” subject matter expert for experience knowledge and regularly consults with business unit leaders as customer insights evolve.
• Leads and assists cross-functional teams to define and deliver solutions, executing against the roadmap.
• Executes a data-driven approach, testing and measuring customer experience programs to ensuring customer needs are met and optimized.
• Has a bias for action, breaking down complex problems into steps that drive actionable plans and results.
• Possesses a broad strategic knowledge base around the digital marketing landscape and ensure that domain-specific activity deliver a seamlessly integrated customer experience.
• As a dynamic, collaborative and proactive internal consultant, partners with business stakeholders and technology partners to research, design, develop and implement solutions that deliver exceptional customer experiences.
• Performs other duties as assigned
• Complies with all policies and standards

Qualifications

• Bachelor's Degree BA/BS, preferably in a field such as marketing, communications, interaction design or digital. (Preferred)
• Master's Degree MBA preferred, but not required. (Preferred)
• Three to five years B2C and/or B2B2C experience developing solutions that delight customers. (Required)
• Proven strong understanding of user experience. (Required)
• Five years of digital marketing industry experience. (Required)
• Three years of product management, market and customer research or equivalent experience supporting customer experience. (Required)
• Proven experience with waterfall and agile methodologies and an understanding of product management's role in various development methodologies. (Required)
• Financial services/insurance experience preferred, but not required. (Preferred)
• Digital agency, consulting or entrepreneurial experience. (Required)
• Demonstrated understanding of market trends and customer insights and keen interest in following emerging technologies.
• Proven ability to use empathy and emotional understanding to deeply uncover customer needs and motivations.
• Demonstrated emphasis on user-driven solution design and data-driven product refinement.
• Proven a creative problem solver who can roll up their sleeves to get the job done.
• Demonstrated ability to thrive in collaborative environment focused on team results ahead of personal achievements and ego.
• Demonstrated track record of leading and delivering successful digital initiatives for customer experience that address the needs of customers and clients.
• Proven strong leadership, communication and business acumen and presentation skills.
• Demonstrated strong analytical problem solving, visualization and decision making skills combined with a passion and empathy for customers.
• Proven ability to quickly understand, simplify, internalize and communicate complex concepts with a high sense of intellectual curiosity.
• Demonstrated ability to thrive under pressure.
• Proven thoroughness, follow-up and attention to detail.
• Demonstrated knowledge of online marketing tools, social media platforms, web analytics and website design/construction.
• Working knowledge of Microsoft Office Suite with emphasis on Word, Excel and PowerPoint.

Work Setting/Position Demands:

• Works in an office setting and remains continuously in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings or making presentations. Requires visual acuity to read a variety of correspondence, reports and forms and to prepare and analyze data.Extended hours required during peak workloads or special projects and off-hour support.Occasional travel may be required by car and plane.

Travel Requirements:

• None