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Senior-Customer-Experience-Consultant

Company: Transamerica
Location: Cedar Rapids
Posted on: November 22, 2021

Job Description:

Job Description SummaryJob DescriptionResponsibilitiesLead projects that enhance stakeholder's understanding of the customer and help drive experience improvement.Administer and maintain CX portal, CX data repository, and existing CX solutionsConsult and partner with department leaders and multifunctional teams to develop the customer experience strategy across multiple channels.Develop views of both present and future customer journey maps, experience blueprints and other related artifacts through quality research.Design, execute and analyze mixed research methods to deepen understanding of customer's experiences, pain points, needs and behaviors.Synthesize and present research insights to inspire and recommend design improvements to address customer's needs and enhance their experience.Help stakeholders define and establish criteria and KPI's for assessing implementation success.Monitor and measure key touch points within the customer journey map, through all channels.Provide ongoing guidance and support to stakeholders acting as the voice of the customer.Document business requirements, processes and procedures to ensure program integrity.Extract, transform, and load data into Qualtrics using data management tools and SQL.Continuously develop and maintain an understanding of Transamerica transactional, operational, and experience data and systems.QualificationsBachelor's degree in marketing, business, communications, or related fieldEight years of experience in customer experience and/or serviced design experience, management consulting, market research, innovation or relatedAdvanced understanding and experience of various customer experience and/or research methodologies, and embody a solution focused approachAdvanced change management skills and the ability to set priorities around constant changeStrong knowledge/familiarity of key CX concepts, drivers and trends in CXAdvanced experience leading facilitated sessions in customer journey mapping and service blueprintingAdvanced qualitative, quantitative and analytical skills with ability to see patterns in data and tell stories with the findingsExcellent verbal, written, visual presentation (PowerPoint) and interpersonal skillsAbility to accept new challenges/responsibilities, quickly learn and embrace new conceptsProficient using MS Office tools and CX tools/software (SQL, Tableau, Alteryx)**Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules. It is estimated based on what a successful Colorado applicant might be paid. It assumes that the successful candidate will be in Colorado or perform the position from Colorado. Similar positions located outside of Colorado will not necessarily receive the same compensation. **Compensation:The salary range for this position generally ranges between $88,200 - $105,000. This range is an estimate, based on potential employee qualifications, operational needs and other considerations permitted by law. The range may vary above and below the stated amounts, as permitted by Colorado Equal Pay Transparency Rule 4.1.2.Bonus Eligibility: This position is also typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at Company Discretion at a rate of 12.5%Preferred QualificationsExperience working within a virtual teamProficient with Qualtrics VoC platform, including reporting dashboardsWorking ConditionsOffice environmentOccasional travel

Keywords: Transamerica, Cedar Rapids , Senior-Customer-Experience-Consultant, Professions , Cedar Rapids, Iowa

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