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Company Name Empower Retirement
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Empower Retirement is excited to be establishing a Customer Experience office! This new role will be responsible for building and leading Customer Experience discipline including strategy, mapping the future state customer journey, and activating the organization based on the Voice of the Customer.  Lead collaboration and alignment across functional partners to create an optimal customer experience end to end.  

Our vision is to revolutionize workplace retirement savings! Our values drive our success, define what we believe and guide how we work now and in the future!

DUTIES / RESPONSIBILITIES / ESSENTIAL FUNCTIONS:

  • Establish and analyze key metrics for desired customer experience across channels of delivery & functions aligned with brand values and multiyear financial business goals
  • Translate Voice of Customer efforts into actionable insights, product, communications and operational improvements and feedback loops across the organization
  • Determine “moments of truth” and primary drivers of satisfaction by working directly with customers – from the outside in  
  • Understand our clients, key challenges, industry trends, to help shape strategy (B to C, B to B, and associate experience
  • Ability to be a voice of the Customer Experience Office to external and internal partners and clients
  • Develop and manage journey maps working across the organization on moments that matter
  • Align roadmap touching customers across channels of delivery (web, phone, operations, field, and participant education) and drive go to market planning
  • Leveraging brand and style guidelines, ensure consistency of experience across touchpoints
  • Be the customer advocate in product/service/transformation initiatives to ensure resulting experience is aligned with brand experience and consistency across channels.  Manage a unified customer centric roadmap that focuses on all aspects of the Empower experience
  • Critical Relationships/Dependencies: Empower Product, Call Center, Operations, Technology, Segments, Digital Marketing (Putnam), Marketing (research, participant education, analytics, Finance, Great West Investments and Legal. 

EDUCATION:

  • Bachelor’s Degree in Business or related area, or equivalent experience required
  • 3-5 years of Customer experience discipline
  • Certified Customer Experience Professional (CCXP) preferred
  • 7+ years of relevant work experience required, preferably within financial services industry working within assigned market(s)
  • Ideal candidates will possess a deep understanding of the marketplace including employers, employees and intermediary, and have a strong ability to influence internal and external clients and partners
  • Strong communication skills and presentation skills required
  • Ideal candidates will demonstrate organizational savvy and the ability to successfully collaborate with all levels of management and staff


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Location Name United States
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