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Customer Experience Manager

HYLA Mobile

HYLA Mobile

Customer Service
Multiple locations
Posted on Friday, July 21, 2023

Why work with Assurant?

We work with the world’s top brands to make smart devices simpler.

When you join Assurant you will be part of a community that cares. A diverse and supportive team culture will see you challenge yourself and motivate you to think out of the box.

We come from a variety of countries, cultures, and backgrounds, but we are united by our enduring values of common sense, common decency, uncommon thinking, and uncommon results. So connect with us. Bring us your best work and your brightest ideas, and we’ll bring you a place where you can thrive.

What's the role about?

The Customer Experience Manager is responsible for the end-to-end customer journey at all touch points including product collateral at Point of Sale, in-store & digital sales and support, customer enrollment processes, claims filing via IVR, phone, and web, claims fulfillment, and other value-added services such as self-help tools, and responsible for anticipating trends adapting our CX model.

  • Perform analysis on available data including voice of the customer (VOC) listening posts, operational metrics, and other variables (program type, product type, etc.) to identify relationships, trends, and opportunities for improvement.
  • Perform root cause analysis, including sample audits and text-data mining, to determine drivers of both dissatisfaction and satisfaction.
  • Recommend improvements based on findings and present suggestions to Account Managers, and other business stakeholders`
  • Work collaboratively across departments to understand the business needs and how they contribute to the customer’s experience. Provide insights and advice to best deliver best in class customer journey.
  • Participate as a Customer Experience subject matter expert on new client/program/product launches to scope and deliver the desired customer experience for all touchpoints. This includes creating all customer experience process flows and customer communications.
  • Leads special CX projects and collaboratively works with countries and functions to deliver a superior experience for our client’s consumers.
  • Champion the Customer Experience on cross-functional teams (including operations, sales, creative, and technical talents) to ensure the design and delivery of a consistent and superior customer experience, when new policies and processes are drafted, and for existing policies and processes, identify and drive improvements to the customer experience.
  • Provide monthly NPS reports by client and survey type, and action plans to enhance overall experience.

Does this sound like you?

  • Minimum 5 years of related business experience in customer-focused management positions - where customer feedback data is continuously collected and analysed, quality is continuously monitored, and processes are continuously improved.
  • Analytical and problem-solving skills.
  • Working knowledge of on-line analytics as well as VOC tools and methods such as primary research and Net Promoter Score.
  • Skilled at translating client/customer needs to company policies, procedures and process flow maps.
  • Strong oral and written communication skills with ability to interact and build relationships to effectively influence across teams and functional partners.
  • Strong desire and curiosity to keep abreast of customer experience industry best practices.

Some of the benefits we offer to our team members include:

  • Wellbeing programs – meditation, mindfulness and whole person wellbeing
  • Development programs & LinkedIn learning courses as well as study grants and support for higher education
  • Local and International Mentoring programs
  • Employee Share Purchase Program
  • Diversity panels and employee resource groups
  • Cultural day off to celebrate what’s important to you
  • Volunteering opportunities to give back to a cause that is important to you

If you think you are a perfect fit for this role, please click the link to apply.

Submit your resume accompanied by a cover letter detailing your experiences and suitability for the role.

The successful applicant will be subject to relevant background checks such as reference checks and a police check.

At Assurant, we celebrate the differences that make us who we are. By assembling extraordinary teams from a variety of races, religions, sexual orientations, gender identities, ages, experiences, and abilities, we’re able to better reflect the global communities where we live and work. By working to remove barriers, we ensure equity for everyone. The pursuit of inclusion rests with each of us. Because it’s only by listening to and representing the unique voices of every individual that we can innovate for all.

For further information about Assurant, please visit our website: https://www.assurant.com/