Director Customer Experience; CX

Job Description

Woodmen Life Home Office, 1700 Farnam Street, Omaha, Nebraska, United States of America

Job Title
:
Director of Customer Experience

Location:

This is an in-office position located in Omaha at the Woodmen Life Tower.

Woodmen Life is looking to hire a Director of Customer Experience
to join our team! This role will lead enterprise-wide CX strategy, systems, and culture that shape how customers feel about the company at every touchpoint. This position is essential for enhancing Customer satisfaction and driving retention through improved service experiences tomer includes both external and internal customer experiences. This role is responsible to drive member/policyholder satisfaction and loyalty through CX initiatives that enhance customer interactions across all insurance products and service touchpoints.

This is an in-person role that will have the opportunity for some hybrid work arrangements.

Woodmen Life is one of the best places to work in Omaha with over 135 years of service. As a member of the Woodmen Life family, you’re joining others who share your commitment to family, community and country. Through Woodmen Life, you’ll have opportunities to give back locally and honor those who make an impact. As a not-for-profit life insurance company, we’ve been helping to protect the financial future of families, making a difference in hometowns across America since 1890.

We offer a variety of benefits ranging from health, dental, vision, 401K, life insurance and much more. Apply today to learn more!

We are looking for someone to:

• Execute and maintain Voice of Customer (VOC) program by designing and distributing surveys across touchpoints, analyzing feedback data, and preparing monthly reports.
• Coordinate with departments to address member concerns, track resolution of identified issues, and oversee feedback collection from surveys, call center data, social media and other channels. Identify emerging trends in customer behavior and expectations.
• Manage response protocols and Service Level Agreements (SLAs) and create action plans based on trending issues.
• Report program metrics to leadership and work with internal product owners, sales and marketing teams, and outside CX partners to measure and improve the experience members/policyholders have with Woodmen Life’s products and services.
• Establish and maintain experience KPIs that drive growth, track product performance metrics, and create improvement recommendations.
• Create and maintain CX performance dashboards tied to organizational KPIs and report monthly to executives. Monitors key metrics including: NPS, CSAT, customer effort score, retention and customer persistency.
• Coordinate with partners on implementation and management of Customer Journey Mapping by persistently updating Woodmen Life’s stakeholder journey atlas. Ensure the mapping of customer journeys is used to identify where improvements are needed and help to prioritize those that will have the greatest impact to the business.
• Document current-state journeys for key segments and the processes they encounter, identify pain points and improvement opportunities, and collaborate on the prioritization of improvements with necessary business units.
• Collaborate with IT on digital experience enhancements and monitor journey KPIs and metrics.
• Implement NPS/CSAT measurement systems, create dashboards for real-time monitoring, and generate quarterly performance reports.
• Own CX governance framework and chair governance committees as needed.
• Partners with all internal divisions around customer needs to break down silos and establish one unified voice to the customer. Facilitate cross-functional improvement workshops, document and track enhancement initiatives, and measure the impact of implemented changes.
• Manage vendor selection and oversight for CX technology solutions.
• Develop and manage budget associated with CX tools, resources and any external expertise (consulting services) as needed.
• Educate and work with teams to identify pain points as an output from journey mapping efforts. Provide support through the business prioritization process on building the business case for improving the…