Senior Consumer Experience Strategist

This is a fully remote position, open to applicants in United States.

📋 Description

• Approach all tasks with a commitment to fulfilling Businessolver's mission, vision, values, and organizational objectives while promoting a positive team culture and enhancing the consumer experience.

• Accountable for the timely and accurate delivery of services, maintaining a portfolio of clients supported by cross-functional direct reports across all CX services (Total Rewards, Custom Communications, BOR communications support, and/or Activation Paths).

• Ensure that all content, designs, and creative concepts for employee communications are in alignment with the overall brand, business objectives, relationship strategy related to sales/renewals, and targeted outcomes for the managed client portfolio.

• Lead and formulate an integrated communication strategy for both new and existing clients, taking into account goals across various products while incorporating industry trends and insights into recommendations.

• Hold the team accountable for meeting Key Performance Indicators (KPIs).

• Empower CX team members to promote the adoption of best practices and self-service tools within the client portfolio, such as Sofia, MyChoice Benefits App, decision support tools, and overall optimization best practices.

• Outline, propose, influence, and execute innovative ideas to introduce new services and creative solutions for clients and potential clients.

• Collaborate with onboarding, operations, and sales partners to identify pricing considerations for renewal and upsell opportunities, manage client escalations when necessary, or oversee processes and workflows between departments.

• Serve as the escalation point for CX service delivery issues, providing oversight and driving the execution of key initiatives, ensuring all matters are documented and resolved. Engage sales, client services, and onboarding as required.

• Utilize project management software to track and complete tasks related to client projects by the designated deadlines.

• Assist in managing project risks such as resource limitations or delayed timelines and develop plans for mitigation.

• Participate in sales finalist meetings, engage in pricing and RFP responses, and collaborate with the sales team on prospect visits and service scope presentations for clients with limited complexity.

• Manage and lead a team comprising cross-functional team members.

• Adhere to all policies and standards.

• May undertake additional responsibilities as assigned.

⛳️ Requirements

• Bachelor's Degree in Management, Communication, English, Graphic Design, or a related field is preferred.

• Experience in Technology, Health & Welfare Benefits, Human Resources, or Health Care is strongly preferred.

• A minimum of 7 years of relevant professional experience in a similar industry.

• Leadership or mentoring experience is essential.

• Proficient in Microsoft Office applications, including OneNote, Excel, Word, and PowerPoint.

• Highly motivated, confident, energetic, and must exhibit a positive attitude.

• Strong relationship management and project management skills, analytical abilities, and the capability to engage and inspire multiple stakeholders throughout the organization.

• Excellent communication skills, with the ability to apply them effectively in both verbal and written interactions with various clients, company personnel, and team members.

• Must be a resourceful and creative problem solver, working collaboratively with team members to develop solutions.

• A desire to stay informed about the latest cutting-edge technology and a passion for continuous learning.

• Willingness to travel up to 15%.

🏝️ Benefits

• Annual bonus incentive program.

• Comprehensive benefits package.