Sr. Customer Experience Consultant

A genuine desire to make a difference in the lives of others is the foundation for everything we do. With a customer-first mindset and an intentional focus on building strong teams, we’ve been able to uphold our legacy of financial stability while investing in new, innovative technologies that support the needs of our customers. Our high-performance culture focused on operational excellence thrives thanks to remarkable people united by compassion and a customer-first commitment. Are you ready to make a difference?

We’re looking for a CX practitioner who sits at the intersection of customer empathy and technical fluency. This role is responsible for designing, orchestrating and optimizing end-to-end customer journeys by connecting data, platforms and people across a complex ecosystem of internal systems and customer connections. This role will lead and collaborate with key stakeholders at all levels of the organization, to envision, create, implement, measure and monitor the CX program. This role turns disconnected data into connected experiences — making every customer interaction smarter, more relevant and more trustworthy. 

Key Responsibilities: 

• Consult and advocate for The Standard’s customers by: 

• Leveraging customer experience data, including current customers, market research and competitive intel, to influence prioritization of activities and initiatives. 

• Collaborating cross functionally with stakeholders to collect, analyze and share feedback across the organization to drive action and results. 

• Creating strong partnerships with key business stakeholders to build relevant stories to improve the customer. 

• Develop views of customer journeys through customer research, persona creation and service blueprint definition, drawing upon your robust understanding of customer experience as a practice. Architect and manage complex, omnichannel journeys, ensuring seamless, personalized experiences across touchpoints. 

• Define, develop and measure performance indicators aligned with our overall experience metrics to continuously refine and improve the customer experience across journey phases and moments of truth. Design and implement systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement. 

• Share insights and results on a regular basis, using creative methods and engaging storytelling to increase understanding and prioritization of customer experiences. Identify friction points in the customer lifecycle and drive solutions that improve data quality, flow and timeliness. 

• Contribute to a customer-centric culture by developing a range of activities, communication practices and training modules that enable the practice of experience management, e.g. research briefs, experience artifacts and analysis frameworks). 

• The ideal candidate has 8+ years of Customer Experience practice, including customer research, persona development, customer journey, service blueprinting or human centered design in group insurance or financial services and brings experience with real-time data integrations across internal and customer systems. 

• Deep CX expertise paired with hands-on understanding of integrated technology experiences, including familiarity with data-integration implications for customers (e.g. API, EDI) and designing integration platforms at scale. Demonstrated ability to orchestrate complex, omnichannel experiences charged with high expectations from real-time data integrations. 

• Ability to lead cross-functional conversations with product, technical and executive audiences. Proficient, confident and creative facilitator with demonstrated ability to enable large working sessions with individuals from all levels within the organization, including executive level leadership. 

• Knowledge and implementation of end-to-end CX accountabilities, including research, strategy, vision, design, management, measurement and storytelling for change. Ability to exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results. A customer-first mindset with the analytical rigor to measure what matters. 

• 5-7 years of experience leading increasingly complex or large strategic or transformational projects or initiatives that span multiple stakeholders; 5-7 years of experience either leading or supporting company objectives to improve customer experience. 

• Ability to network with key contacts outside own area of expertise. Ability to confidently engage in client and partner facing interactions. Resourceful, organized, independent and comfortable with ambiguity. 

• Understanding of the U.S. employee-benefits domain, including group non-medical insurance benefits, employer lifecycle and the benefits technology ecosystem (e.g. Workday, ADP, UKG, PlanSource or similar) is preferred. 

• Familiarity with relevant data-exchange standards (e.g. LIMRA LDEx or other industry data standard) is preferred. 

• Adaptability  - Sees possibilities in changing circumstances, adjusts quickly to shifting priorities, and embraces new technology. 

• Customer focus - Displays an interest in the customer by trying to understand their concerns and issues; draws on customer insight to help others with how to best meet current and future customer needs. 

• Improvement mindset - Sees old problems and status quo as opportunities to improve; identifies opportunities to improve team performance.