Customer Experience Director in Windsor, CT

$150K - $200K(Ladders Estimates)

Voya Financial, Inc   •  

Windsor, CT 06006

Industry: Finance & Insurance


5 - 7 years

Posted 57 days ago

This job is no longer available.

Position Summary:

Direct Customer Experience (CX) measurement efforts in collaboration with journey owners and CX teams to execute on initiatives by bringing to bear expertise in CX tools and methodologies which help to maximize Voya's Customer Solutions Group effectiveness..

Position Description:

Support and assist in educating journey owners on CX tools / processes and measurement best practices. Collaborate with design teams, UX/ UI teams and journey owners to drive measurement efforts of journey specific CX programs Partner with CX teams and LOB leadership to establish CX beacon metrics and ensure engagement to drive progress over time Serve as an internal expert on CX measurement and partner with stakeholders across the enterprise to ensure Voya is capturing the full value of VOC platform investments Identify opportunities for data integration to improve the quality of CX reporting and ensure LOB and CX teams can identify business impacts from CX investments

Knowledge & Experience:

  • 5 plus years of proven experience designing and delivering measurement programs for customer experience initiatives
  • Proven experience capturing voice of customer and translating feedback into actionable insights
  • Creativity and outside-the-box thinking to sense CX trends, bring an external point of view to CX efforts
  • Working knowledge of CX methodologies and frameworks that help put the customer first – e.g. customer journey mapping, persona development, primary customer research, CX metrics
  • Working understanding of Market and industry and the ability to interpret customer data and draw actionable insights
  • Demonstrated effective communication and analytical skills, experience conducting ethnographic research including conducting interviews, synthesize insights, communicate user stories and translate into business terms which provide competitive advantage
  • Demonstrated ability to interact comfortably with all levels of the organization
  • Excellent written and verbal communication skills; ability to present to Senior levels of the organization
  • Expertise in Microsoft PowerPoint – Executive presentations
  • Experience with CX Measurement platforms like Qualtrics and Medallia

Valid Through: 2019-9-16