[Hiring] Senior Customer Experience Consultant @The Standard

Role Description

The next part of your journey is right around the corner — with The Standard. A genuine desire to make a difference in the lives of others is the foundation for everything we do. With a customer-first mindset and an intentional focus on building strong teams, we’ve been able to uphold our legacy of financial stability while investing in new, innovative technologies that support the needs of our customers. Our high-performance culture focused on operational excellence thrives thanks to remarkable people united by compassion and a customer-first commitment. Are you ready to make a difference?

We’re looking for a CX practitioner who sits at the intersection of customer empathy and technical fluency. This role is responsible for designing, orchestrating and optimizing end-to-end customer journeys by connecting data, platforms and people across a complex ecosystem of internal systems and customer connections. This role will lead and collaborate with key stakeholders at all levels of the organization, to envision, create, implement, measure and monitor the CX program. This role turns disconnected data into connected experiences — making every customer interaction smarter, more relevant and more trustworthy.

Key Responsibilities

• Consult and advocate for The Standard’s customers by:
• Leveraging customer experience data, including current customers, market research and competitive intel, to influence prioritization of activities and initiatives.
• Collaborating cross functionally with stakeholders to collect, analyze and share feedback across the organization to drive action and results.
• Creating strong partnerships with key business stakeholders to build relevant stories to improve the customer.
• Developing views of customer journeys through customer research, persona creation and service blueprint definition.
• Architecting and managing complex, omnichannel journeys, ensuring seamless, personalized experiences across touchpoints.
• Defining, developing and measuring performance indicators aligned with our overall experience metrics.
• Designing and implementing systems for collecting, consolidating, and analyzing customer interaction data.
• Sharing insights and results on a regular basis using creative methods and engaging storytelling.
• Identifying friction points in the customer lifecycle and driving solutions that improve data quality, flow and timeliness.
• Contributing to a customer-centric culture by developing activities, communication practices and training modules.

Qualifications

• 8+ years of Customer Experience practice, including customer research, persona development, customer journey, service blueprinting or human-centered design in group insurance or financial services.
• Experience with real-time data integrations across internal and customer systems.
• Deep CX expertise paired with hands-on understanding of integrated technology experiences.
• Demonstrated ability to orchestrate complex, omnichannel experiences charged with high expectations from real-time data integrations.
• Ability to lead cross-functional conversations with product, technical and executive audiences.
• Proficient, confident and creative facilitator with demonstrated ability to enable large working sessions.
• Knowledge and implementation of end-to-end CX accountabilities.
• Ability to exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results.
• A customer-first mindset with the analytical rigor to measure what matters.
• 5-7 years of experience leading increasingly complex or large strategic or transformational projects.
• Ability to network with key contacts outside own area of expertise.
• Ability to confidently engage in client and partner facing interactions.
• Resourceful, organized, independent and comfortable with ambiguity.
• Understanding of the U.S. employee-benefits domain is preferred.
• Familiarity with relevant data-exchange standards is preferred.

Key Behaviors of a Successful Candidate

• Adaptability - Sees possibilities in changing circumstances and adjusts quickly to shifting priorities.
• Customer focus - Displays an interest in the customer by trying to understand their concerns and issues.
• Improvement mindset - Sees old problems and status quo as opportunities to improve.

Benefits

• A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions.
• An annual incentive bonus plan.
• Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually.
• A supportive, responsive management approach and opportunities for career growth and advancement.
• Paid parental leave and adoption/surrogacy assistance.
• An employee giving program that double matches your donations to eligible nonprofits and schools.