General information:
When you’re a Securian Financial employee, you’re part of a hard-working, high-performing, bright-thinking, make-things-happen family. One that sees your potential on day one, challenging you to grow your unique strengths as you create a career filled with opportunity, collaboration and meaning. One where you get the support and flexibility to become the person you want to be, at work and outside of it. For our newest team members and our most tenured, we’re committed to being an employer of choice.
Department: Technology Customer Experience & Insight
Overview:
Armed with strong customer experience (CX) measurement experience, project management skills, intellectual curiosity, and a passion for voice of the customer, the Customer Experience Measurement Consultant will develop a CX data and metrics strategy for the Securian CX program.
This role is an individual contributor who works with a cross-functional group of subject matter experts including, business areas, customer analytics, technology, research, and experience designers, to help the organization use a wide variety of methods to show the tangible ROI of customer experience investments and programs. This role will help the organization leverage and correlate voice of the customer, operational and financial metrics to inform the customer experience. The ideal candidate will function on a strategic level, as well as technical and operational levels.
What you would do in this job:
1. Consider the diversity of customers and touchpoints, along with the needs and interests of the business, to develop a CX data and metrics strategy.
2. Combine customer sentiment with operational data to correlate the relationship between customer satisfaction and key business and financial results for the organization.
3. Collaborate with Customer Experience Consultant/Designers/Market Researchers/Customer Analytics to develop, launch and execute an enterprise-level measurement system, complete with the appropriate metrics and KPIs to improve customer experience. Metrics/KPIs would be developed for broad end-to-end journeys, as well as smaller micro journeys that ladder up to the broad journeys over time.
4. Develop a hierarchy of customer experience metrics to determine how to communicate the right results in the right way, to guide CX plans and investment decisions, and to manage performance.
5. Empower business partners to action by providing the right data that fits their needs, interests and ability to act. Aid in design of dashboards that communicate/share/distribute customer feedback and metrics tailored to fit context, purpose and level of recipient.
6. Partner, consult and collaborate with peers and business partners to identify and address key business challenges through the customer experience and build actionable insights and metrics/KPIs that drive improvement of the customer experience and show a direct link to company growth.
7. Work in partnership with user experience designers and center of excellence to help define metrics and expected outcomes of the dedicated support for technology products.
8. Manage external partner relationships for CX measurement data and technology to ensure we are maximizing a variable cost model. Evaluate external partner capabilities and identify key competencies that support business objectives and challenges. Manage partners to remain within project scope, timing and budget.
9. In partnership with Director, CX Consultant, UX COE Senior Leader, develop reporting/presentations that tell an effective story for the appropriate audience.
What we'd expect from you:
1. Bachelor’s degree (B.A. or B.S.) required.
2. Experience leveraging disparate data sets for a full 360 view of the customer experience.
3. Experience correlating metrics to business outcomes.
4. Familiarity and prior use of CX KPIs/metrics, CX platforms, and CRM systems.
5. Experience with change management and business process improvement initiatives.
6. Excellent communication skills and ability to tell a story with data and research.
7. Strong relationship building skills that can be applied in a teamwork environment.
8. Ability to influence at all levels of an organization.
9. Ability to manage multiple projects and prioritize based on business needs and focus.
10. Intensely curious and passionately loves learning, especially as it pertains to understanding the customer and channel partner.
11. Welcomes ambiguity and change.
Preferred skills for this job:
1. Knowledge of implementing and managing Net Promoter Score® as a management system.
2. Extensive communications experience with storytelling as a core competency.
3. Ability to grasp the big picture and manage change effectively.
4. Detail oriented, along with ability to multi-task.
5. Excellent analytical and problem solving skills.
6. Experience in financial services.
What you could expect from us:
Securian Financial is a Fortune 500 company based in downtown St. Paul for the past 130 years. We’re committed to giving back to our community, donating 15,000+ employee volunteer hours this past year. We also provide extensive resources to our employees for professional development and growth and a number of diverse professional and social opportunities throughout the company. There’s a reason our employees have voted us as a best place to work year after year! In addition:
• Generous paid time off. We want you to take time off for whatever matters most to you!
• No weekend or late night hours.
• Tuition reimbursement program. We value continuous learning at Securian!
• Company-funded pension plan as well as 401K retirement plan – great resources to secure your financial future.
• Continuous opportunities for new challenges - 80% of our jobs go to our current employees.
• Variety of health plan options as well as dental and vision plans.
• Discounted Metro Transit costs. All buses and the light rail stop within 3 blocks of our building.
• Paid maternity/paternity leaves.
• Ergonomic sit/stand desks available in many areas.
Physical job requirements:
• Ability to work at least 40 hours per week
• Ability to utilize keyboard, mouse and computer for up to 8 hours per day
• Ability to utilize telephone for approximately 1-4 hours per day
• Ability to perform simple grasping including handwriting, paper manipulation, sorting, folding, etc. periodically throughout entire workday
The physical job requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Equal employment opportunity:
Securian Financial Group, Inc. does not discriminate based on race, color, creed, religion, national origin, sex, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance, status in a local human rights commission, or any other status or condition protected by local, state or federal law. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by telephone 651-665-5522 (voice), 711 (telecommunications relay), or by email at EmployeeRelations@securian.com
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