Experienced Customer Experience Advisor Hybrid or Remote – Driving Business Growth through Data-Driven Insights

At careerzynith, we're committed to delivering exceptional customer experiences that drive business growth and success. As a key member of our team, the Experienced Customer Experience Advisor Hybrid or Remote will play a vital role in helping us achieve this goal. If you're a seasoned professional with a passion for data-driven insights and a knack for driving business results, we want to hear from you.

• *About careerzynith**

careerzynith is a leading provider of innovative solutions and services that help businesses thrive in today's fast-paced market. With a strong focus on customer experience, we're dedicated to delivering exceptional results that drive growth, improve efficiency, and enhance customer satisfaction. Our team is comprised of talented professionals who share a common goal: to make a meaningful impact on our customers' businesses.

• *Responsibilities and Tasks**

As an Experienced Customer Experience Advisor Hybrid or Remote, you'll be responsible for developing and executing cross-organizational initiatives that improve customer and employee experience, as well as business operations. Your key responsibilities will include:

• Direct project improvement oversight, including analysis of customer experience and operational data for improvement opportunities
• Managing market research surveys and CX projects, including creative use of technology and alternative approaches to enhance and improve current state processes and methodologies
• Coordinating and managing the agency profit sharing program, including modifications to the program and communication of changes with internal and external customers
• Identifying, developing, and recommending agency incentive initiatives, such as sales contests and commission/profit sharing changes
• Collaborating with the Director and Senior Manager of Customer Experience to implement the CX roadmap, strategy, and communication plan
• Assisting with omni-channel strategy in partnership with various departments
• Effectively executing research design components, including questionnaire writing, research execution, and report creation
• Collecting customer experience data through quantitative and qualitative methods
• Working with Sr. Customer Experience Manager to survey all customer types to gauge customer experience and gather feedback around ongoing digital transformation initiatives
• Conducting and/or partnering on consumer studies and presenting findings that will inform improvements in the customer experience
• Data analysis and investigation to find trends
• Running ad-hoc surveys to answer business questions or address possible issues
• Assisting with vendor selection and management
• Recommending process improvements based on data and analysis findings
• Partnering with the Director of Marketing & Customer Experience and Sr. Customer Experience Manager on development and management of annual budget, goals, objectives, and systems needed to support the work of Customer Experience
• Managing special projects and serving on project teams, as assigned
• Achieving expected results for significant phases or larger complex assignments
• Training and developing staff, as necessary
• Acting as a resource to Agency Relations and other departments
• Working with minimum supervision and exercising sufficient discretion and independent judgment
• Maintaining confidentiality of information processed
• Leading and being accountable for cross-departmental and/or cross-operating company initiatives involving multiple functions and complexity
• Driving business decisions via effective communication, problem-solving, and analytical skills
• Appropriately challenging the status quo and using critical thinking to devise solutions to business needs

• *Education and Experience**

• Bachelor's degree in marketing, business, psychology, statistics, or a related field
• Combination of relevant education and experience may be considered in lieu of a degree
• Continuous learning, as defined by careerzynith's learning philosophy, is required
• Certification or progress toward certification is highly preferred and encouraged
• With proper education credentials, six (6) to eight (8) years of experience in a related field
• Relevant insurance experience, which will provide the necessary skills, knowledge, and abilities, is preferred

• *Skills, Knowledge, and Abilities (SKA) Required**

• Considerable knowledge of the workers' compensation insurance industry and the independent agency system
• Considerable knowledge of market research and Voice of the Customer Feedback methodologies
• Ability to analyze data using analytic engines such as R, Tableau, SPSS, Access, SAS, or other analytic engines
• Comprehensive professional and business knowledge with a growing area of specialization and/or expertise
• Excellent verbal and written communication skills
• Ability to interact with others to build consensus and get decisions implemented
• Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists
• Knowledge of relevant elements of other disciplines (e.g., Claims, Corporate Operations, etc.)
• Ability to establish rapport and maintain effective working relationships with both internal and external customers
• Ability and proficiency in the use of computers and company standard software, including advanced knowledge in PowerPoint, Word, Excel, Access, other corporate databases, and standard Microsoft products
• Ability to establish workflows, manage multiple projects, and meet necessary deadlines
• Ability to comprehend the consequences of various problem situations and address them or refer them for the appropriate decision-making
• Ability to conduct and/or partner on consumer studies and present findings
• Ability to make competent, independent decisions
• Ability to perform other assignments at locations outside the office

• *Working Conditions**

• Work is performed in an office setting with no unusual hazards
• Frequent travel is required with some overnight stays

• *Pay Range**

• Actual compensation decision relies on the consideration of internal equity, candidate's skills and professional experience, geographic location, market, and other potential factors
• It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $80,900 and $135,400

• *Why Join careerzynith?**

• Collaborative and dynamic work environment
• Opportunities for professional growth and development
• Competitive compensation and benefits package
• Recognition and rewards for outstanding performance
• Flexible work arrangements, including hybrid and remote options
• Access to cutting-edge technology and tools
• Collaborative and supportive team environment

• *How to Apply**

If you're a motivated and results-driven professional with a passion for customer experience, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!

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