Customer Experience, Lead

American International   •  

Houston, TX

Industry: Insurance


5 - 7 years

Posted 393 days ago

Position Description:

•Implement customer experience programs, tools and processes with direct input and insight from AIG leadership and key stakeholders•Drive change within organization by leading efforts to measure customer feedback via NPS surveys, closed loop feedback processes, and other research methods•Delves into the details of NPS results and ensures program and initiatives are properly aligned to drive improvements.•Performs end-to-end journey mapping processes to understand, engage, inform, and retain our valuable customers through their life cycle as a customer of AIG•Responsible for capturing the Voice of the Customer and leading process improvement projects to drive customer experience initiatives•Works collaboratively within the business and the Marketing team to deliver customer experience programs and campaigns•Demonstrate direct impact by correlating the Customer Experience team’s activities to improved customer referral and retention rates•Implement controls to ensure survey data is confidential, consistent and a representative sampling•Create & execute innovative stakeholder communications strategies to educate and inform key constituents and supporters about activities and accomplishments•Enhance the Customer Champions program to drive culture change and increase employee engagement•Monitor life insurance industry trends and works to deliver “state of the art” solutions for AIG customers•Collaboration with channel  marketing team on promotional material•Research support for marketing materials including infographics, videos and sales tools

Position Requirements:

•Bachelor’s degree in Marketing, Digital Marketing, or related life/work experience (Master’s degree is a plus) •5+ years life insurance industry and/or customer experience design/feedback•Experience with a performance-based sales/retention business model, database query and/or programming skills•Proven track record in building, optimizing and quantification of customer’s experiences•Must have a proven track record at analyzing complex CSAT and Net Promoter score data sets and providing actionable and insightful data to all levels of the business•Process and solutions-oriented and with strong project management skills•Expresses empathy and enjoy speaking with customers•A passion for the life insurance  industry•Analytical thinker with excellent quantitative and superior problem solving skills.•Knowledge of multiple insurance distribution channels and life insurance business processes•Ability to handle fast-paced environment, managing multiple projects and consistent track record of meeting deadlines.Full understanding of user experience and interactive development & execution process


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