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WoodmenLife · 1 day ago

Director Customer Experience (CX)

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

Full-time

Hybrid

Mid, Senior Level

$138K/yr - $198K/yr

5+ years exp

WoodmenLife 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, enhancing customer satisfaction and driving retention through improved service experiences.

FinanceFinancial ServicesInsuranceLife Insurance

Responsibilities

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 WoodmenLife’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 WoodmenLife’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 customer experience

Lead digital transformation projects, including omnichannel experience optimization and AI-driven personalization

Promote experimentation and pilot programs to enhance the customer experience

Justify investments by showing the business value of improving the customer experience

Qualification

CX strategyVoice of Customer (VOC)Customer Journey MappingCX measurement toolsAdvanced analyticsDigital transformationProject managementCommunicationCCXP CertificationInsurance experienceKPI developmentCross-functional workshopsMicrosoft Office SuiteStrategic thinking

Required

5 plus years of experience in CX/service operations, with a focus on voice of the customer programs, customer journey mapping, and CX measurement

Bachelor's degree in business administration, Marketing, or a related field

Experience in strategic leadership roles influencing enterprise-wide CX initiatives

Proficiency in advanced analytics and predictive modeling

Proficiency with CX measurement tools and methodologies, including NPS and CSAT

Strong analytical skills and project management capabilities, with the ability to design and implement CX improvement projects

Demonstrated ability to work collaboratively with internal and external stakeholders to enhance customer experience

Experience in managing multiple long-term projects, balancing competing priorities, and meeting deadlines

Experience managing digital transformation and innovation projects

Strong communication skills, both oral and written, with the ability to analyze, interpret, and clearly communicate complex information

Proficiency in using Microsoft Office Suite, particularly Excel for data analysis, and CRM software

Preferred

CCXP Certification

3-5 years of insurance or financial services experience, with a strong understanding of the regulatory and compliance environment

Experience with multiple marketing, sales, and distribution channels including digital, print, direct mail, business-to-consumer, and direct-to-consumer strategies

In-depth knowledge of WoodmenLife organization products and services, and the specific customer segments they serve

Ability to develop and maintain KPIs that drive business growth and enhance customer satisfaction

Experience in facilitating cross-functional workshops and training staff on new processes

Strategic thinking skills, with the ability to influence at multiple levels within the organization and develop productive working relationships