What are the responsibilities and job description for the Customer Experience Strategist position at State of Wisconsin Division of Personnel Management?
**Job Overview**
We are seeking a highly skilled Customer Experience Strategist to support our agency's strategic direction and vision for creating an exceptional experience for our employer and member participant customers.
The ideal candidate will have a combination of business, technical, analytical, and communication skills to ensure customer experience perspectives are integrated into everything we do.
**Key Responsibilities**
- Lead a cross-functional business/technical workgroup in CX roadmap planning for all components including strategic alignment & governance, technology & data, policies & processes, employee experience, customer understanding through quantitative and qualitative data, and customer-centric culture.
- Perform advanced comprehensive program planning, development, implementation, evaluation, and related research and data analytics in support of the agency strategic direction and North Star exceptional Customer Experience (CX) vision that applies to the full employer and member customer lifecycle journey with all ETF-administered pension, insurance, and other benefit plans.
**Requirements**
- A strong background in customer-centricity and experience management, data analytics, process improvement, and technology projects and initiatives to improve the experience of customers across their full journey of interactions and touchpoints with an organization.
- Ability to motivate cross-functional teams and plan and align work to meet organizational goals.
- Excellent analytical, communication, and interpersonal skills.
