Senior Customer Experience Consultant

📋 Description

• Serve as a consultant and advocate for The Standard’s clients by utilizing customer experience data, including insights from current customers, market research, and competitive intelligence, to guide the prioritization of activities and initiatives.

• Work collaboratively across different functions with stakeholders to gather, analyze, and disseminate feedback throughout the organization to drive meaningful actions and outcomes.

• Foster strong collaborations with key business stakeholders to craft compelling narratives that enhance the customer experience.

• Develop comprehensive views of customer journeys through research, persona development, and service blueprint creation, leveraging your extensive knowledge of customer experience as a discipline.

• Design and oversee intricate, omnichannel journeys, ensuring that experiences across various touchpoints are seamless and personalized.

• Establish, develop, and evaluate performance metrics aligned with our overarching experience goals to consistently refine and enhance the customer experience across different journey stages and critical moments.

• Create and implement systems for gathering, consolidating, and analyzing customer interaction data to generate metrics and pinpoint areas for enhancement.

• Regularly communicate insights and outcomes in innovative ways, employing engaging storytelling to foster understanding and prioritize customer experiences.

• Identify pain points in the customer lifecycle and spearhead solutions that enhance data quality, flow, and timeliness.

• Contribute to fostering a customer-centric culture by developing a variety of activities, communication strategies, and training modules that support the practice of experience management, such as research briefs, experience artifacts, and analysis frameworks.

⛳️ Requirements

• A minimum of 8 years in Customer Experience practice, encompassing customer research, persona development, customer journey mapping, service blueprinting, or human-centered design within group insurance or financial services.

• Experience in real-time data integrations across internal and customer systems.

• Extensive CX expertise complemented by a practical understanding of integrated technology experiences, including knowledge of data integration implications for customers (e.g., API, EDI) and designing scalable integration platforms.

• Proven ability to orchestrate complex, omnichannel experiences that meet high expectations driven by real-time data integrations.

• Capability to lead cross-functional discussions involving product, technical, and executive stakeholders.

• Skilled, confident, and innovative facilitator with a proven track record of conducting large working sessions with individuals at all organizational levels, including executive leadership.

• Knowledge and experience in end-to-end CX responsibilities, including research, strategy, vision, design, management, measurement, and storytelling for change.

• Ability to apply judgment in selecting methods, techniques, and evaluation criteria to achieve desired results.

• A customer-first approach paired with the analytical rigor to measure key indicators.

• 5-7 years of experience leading increasingly complex or large strategic or transformational projects or initiatives involving multiple stakeholders.

• 5-7 years of experience in leading or supporting organizational goals to enhance customer experience.

• Ability to network effectively with key contacts beyond your own area of expertise.

• Confidence in engaging in client and partner-facing interactions.

• Resourceful, organized, independent, and comfortable navigating ambiguity.

• Familiarity with the U.S. employee-benefits landscape, including group non-medical insurance benefits, employer lifecycle, and the benefits technology ecosystem (e.g., Workday, ADP, UKG, PlanSource, or similar) is preferred.

• Knowledge of relevant data-exchange standards (e.g., LIMRA LDEx or other industry data standards) is preferred.

🏝️ Benefits

• A comprehensive benefits package that includes medical, dental, vision coverage, and a 401(k) plan with matching company contributions.

• An annual incentive bonus program.

• Generous paid time off, including 11 holidays, 2 wellness days, and 8 volunteer hours per year — PTO increases with tenure.

• A supportive and responsive management approach, along with opportunities for career growth and advancement.

• Paid parental leave and support for adoption/surrogacy assistance.

• An employee giving program that matches your donations to eligible nonprofits and educational institutions at double the amount.