Customer Experience Owner

Customer Experience Owner page is loadedCustomer Experience OwnerApply locations Buenos Aires (Butty) time type Full time posted on Posted 8 Days Ago job requisition id R-106962Job Title Customer Experience Owner
Job Summary The Customer Experience Owner is responsible for select client or program CX, designing, executing, and optimizing end to end experiences within those clients or programs and collaborating cross functionally to achieve those goals.
Key Responsibilities: Designs and optimize end to end customer experience through the use of CX methodology and supporting tools (e.g.
Blueprints, Experience Maps, CX Design Flows)Leverages human-centered design when creating artifactsCompletes research as necessary to build/maintain knowledge related to industry, market, clients, and consumers (e.g.
researching competition, best practices, etc.
)Responsible for stakeholder management and ongoing management of all artifactsCollaborates with product, and project managers to define solutions and influence priorityCreates CX updates for Client QBRsReviews proposed product/process changes and provide feedback/recommendationsLead customer communication strategy for relevant clients/products/servicesMonitors program performance by evaluating analysis and insights and working with the appropriate areas/departments to implement a change.
Engage cross-functional teams when necessary to troubleshoot or resolve identified breakdowns having a significant impact on NPS.Recommends improvements based on business cases created from findings, present suggestions to functional business leadsCreates CBA to demonstrate business value of CX initiatives.Required skills/experience: Bachelor's degree or 3 yrs.
equivalent work experience.
Preferred Master's degreeA minimum of 3 years' experience translating client/customer needs to customer journeys as well as company policies, procedures, operations, and detailed process flow mapsA minimum of 3 years' experience utilizing CX methodologies such as blueprints, experience maps, human centered design principles)A minimum of 3 years' experience leading projects cross-functionally or 3 years' experience in a client facing role managing relationshipsStrong cognitive skills, experience in root cause analysis, and ability to make decisions with minimal directionBasic understanding of best practices for implementing a voice-of-the-customer program, including selecting appropriate listening posts based on the channel and type of touchpointAbility to organize both structured and unstructured data into charts, graphs, and tables for purposes of communicating informationBasic analytical skills, including the ability to leverage critical thinking to evaluate and organize available data, identify relationships, and summarize results.
Includes moderate Excel experience, including the ability to create pivot tables and combine multiple tables (such as through VLOOKUP)In-depth understanding of process improvement approach, including leveraging analysis and critical thinking to identify opportunities for improvement, and quickly evaluating potential solutions for feasibility & reasonableness.
Able to identify key performance indicators to measure before & after changes to determine improvement effectiveness and identify unintended consequencesAbility to create basic ROI model20% Travel and willingness to videoconferenceAt Assurant, we celebrate the differences that make us who we are.
By assembling extraordinary teams from a variety of races, religions,sexualorientations,gender identities,ages,experiences,and abilities, we're able to better reflect the global communities where we live and work.By working to remove barriers, we ensure equity for everyone.The pursuit of inclusion rests with each of us.
Because it's only by listening toand representing the unique voices of every individual that we can innovate for all. For further information about Assurant, please visit our website: work with the world's top brands to make smart devices simpler.
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