Position Purpose

The Customer Experience Manager is an individual contributor responsible for ensuring that every interaction through the multichannel communication center and each touchpoint across the customer journey is engaging, efficient, and effective. The Customer Experience Manager will also serve as a liaison and customer advocate, regularly interacting with the Executive team and other business units.

Compensation: 70K – 90K/year

Essential Job Functions

• Champion opportunities to consistently improve the customer experience through all communication channels, including voice, e-mail, mail, text, and others.
• Map the customer journey and identify opportunities to improve customer experience, engagement, efficiency, and effectiveness.
• Design, flowchart, and maintain ongoing documentation for the customer contact center to reflect the desired call flow and customer journey
• Nurture and develop long-term relationships with vendors and internal stakeholders.
• Organize and plan customer experience meetings in collaboration with the Executive Team and clients.
• Educate clients using various mediums including but not limited to one-on-one interaction or group presentations, to maximize understanding and utilization of products and services.
• Elicit and document business requirements for the system, procedural, or program changes.
• Regularly extract and interpret client data.
• Compile, organize, and present information in a manner that is professional, effective, and easy to understand.
• Prepare knowledge-based documents, ad-hoc reports, and other pertinent information for key stakeholders.

Education and Experience

• Master of Business Administration preferred
• Minimum five years of experience in a similar role, preferably in the following areas: consumer insights, data analytics, business analysis, customer contact center design, and documentation.
• Experience producing executive-level summaries, reports, and communications
• Insurance or premium finance experience preferred

Competencies

• Customer Focus: A customer-oriented mindset, with the ability to build and maintain strong working relationships and deliver results
• Communication: Exceptional verbal and written communication skills, including the ability to communicate effectively on complex systems and processes to broad audiences
• Analytical & System Thinking: Ability to think analytically as well as system think
• Problem - Solving: Data-driven mindset and an aptitude for technology
• Agility: Exceptional organizational and project management skills
• Initiative: Self-starter and able to work independently in a dynamic environment

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