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Customer Experience Owner

HYLA Mobile

HYLA Mobile

Customer Service
Remote
Posted on Saturday, January 6, 2024

Job Title

Customer Experience Owner

Job Summary

The Customer Experience Owner is responsible for select client or program CX, designing, executing, and optimizing end to end experiences within those clients or programs and collaborating cross functionally to achieve those goals.

Key Responsibilities:

  • Designs and optimize end to end customer experience through the use of CX methodology and supporting tools (e.g. Blueprints, Experience Maps, CX Design Flows)
  • Leverages human-centered design when creating artifacts
  • Completes research as necessary to build/maintain knowledge related to industry, market, clients, and consumers (e.g. researching competition, best practices, etc.)
  • Responsible for stakeholder management and ongoing management of all artifacts
  • Collaborates with product, and project managers to define solutions and influence priority
  • Creates CX updates for Client QBRs
  • Reviews proposed product/process changes and provide feedback/recommendations
  • Lead customer communication strategy for relevant clients/products/services
  • Monitors program performance by evaluating analysis and insights and working with the appropriate areas/departments to implement a change. Engage cross-functional teams when necessary to troubleshoot or resolve identified breakdowns having a significant impact on NPS.
  • Recommends improvements based on business cases created from findings, present suggestions to functional business leads
  • Creates CBA to demonstrate business value of CX initiatives.

Required skills/experience:

  • Bachelor’s degree or 3 yrs. equivalent work experience. Preferred Master’s degree
  • A minimum of 3 years’ experience translating client/customer needs to customer journeys as well as company policies, procedures, operations, and detailed process flow maps
  • A minimum of 3 years’ experience utilizing CX methodologies such as blueprints, experience maps, human centered design principles)
  • A minimum of 3 years’ experience leading projects cross-functionally or 3 years’ experience in a client facing role managing relationships
  • Strong cognitive skills, experience in root cause analysis, and ability to make decisions with minimal direction
  • Basic understanding of best practices for implementing a voice-of-the-customer program, including selecting appropriate listening posts based on the channel and type of touchpoint
  • Ability to organize both structured and unstructured data into charts, graphs, and tables for purposes of communicating information
  • Basic analytical skills, including the ability to leverage critical thinking to evaluate and organize available data, identify relationships, and summarize results. Includes moderate Excel experience, including the ability to create pivot tables and combine multiple tables (such as through VLOOKUP)
  • In-depth understanding of process improvement approach, including leveraging analysis and critical thinking to identify opportunities for improvement, and quickly evaluating potential solutions for feasibility & reasonableness. Able to identify key performance indicators to measure before & after changes to determine improvement effectiveness and identify unintended consequences
  • Ability to create basic ROI model
  • 20% Travel and willingness to videoconference

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Pay Range:

$84,100.00 - $140,500.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.