Sr Spec Customer Experience - MQ08CE

We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.

Senior Specialist, Customer Experience

Partners across the company with the enterprise CX organization, line of business partners, research, and marketing & communications team. Reporting to the Director of CX for Small Commercial, you'll use your passion for problem-solving to enhance agent and customer experiences while supporting all aspects of the program, including developing voice of the customer insights and creating and implementing customer experiences to improve customer retention.

• Measure, monitor, report, and analyze health metrics: Identify trends and insights to develop action plans from agent and customer signals to enhance the customer experience. Collaborate closely with the Director of CX.
• Utilize the Voice of Customer platform: Analyze and present data, identify themes, and facilitate an organizational understanding of the current and desired customer and agent experience.
• Leverage data analytics: Interpret VoC data in partnership with Small Commercial Analytics and reporting, identify key performance indicators (KPIs), and provide actionable insights to drive business decisions.
• Develop CX-related projects and pilots: Put VOC insights into action to leverage your analysis to impact business outcomes.
• Support Enterprise and Line of Business CX projects: This includes project management (scope, timeline, costs, risks/issues), change management (communication and training planning and execution), and partnering with technology teams to deploy new or improved customer listening posts.
• Partner with Enterprise CX team and Agile team: Gather business requirements and quantify CX benefits related to program enhancements as part of the Agile prioritization process.
• Ensure ongoing utilization of VoC feedback: Ensure compliance with the closed-loop process.
• Analyze customer feedback: Conduct periodic analyses to influence operational and digital improvements.
• Evaluate and maintain Text Analytics rule-based topic sets: Ensure coverage and accuracy.
• Provide continuing education on VoC system and CX strategy: Train Service, Product, Underwriting, and Premium Audit teams. Ensure proper customer outreach and adherence to processes on a consistent basis.

• 3+ years of experience in a corporate environment with customer experience or customer-oriented roles (e.g., Customer Data and Analytics, Customer Feedback, Customer Service).
• Experience as a project manager and/or marketing specialist preferred.
• Proficiency in data analytics tools: Experience with Excel, Tableau and AWS/Amazon Connect, is highly desirable.
• Demonstrable experience translating business objectives into tangible plans, actions, and results.
• Creative thinker and problem solver: Well-organized and extremely detail oriented. Ability to manage multiple assignments and adapt to changing priorities. Intrinsically motivated to act with a sense of urgency.

• Project management leadership: Ability to manage multiple projects/work-streams and identify intersections and implications.
• Intellectual curiosity and discipline: Use data to drive objectives, priorities, and results.
• Collaborative and strong partnership builder: Appreciate leveraging a variety of skill sets to achieve goals.
• Comfortable with reasonable ambiguity: Identify its sources and drive appropriate clarity.
• Excellent written and verbal communication skills: Understand audiences, tailor messages, and influence outcomes.
• Collaborative style: Focus on engaging with the right resources and skills, regardless of their location.