The Senior Consumer Experience Strategist is focused on driving strategic growth and ensuring the successful delivery of all CX services across a complex book of business. This individual oversees cross-functional teams, providing guidance, mentorship, and leadership to align project execution with organizational goals and client satisfaction. They develop innovative service delivery strategies, analyze KPIs, and ensure alignment across diverse client needs. This role is pivotal in fostering client retention, identifying upsell opportunities, and enabling the adoption of best practices to enhance overall consumer experiences.
The Gig:- Approach all work with a focus on fulfilling Businessolver's mission, vision, values, and organizational goals while fostering a positive team environment and an improved consumer experience.
- Responsible for timely and accurate service delivery and retaining a client book of business of supported by cross-functional direct reports across all CX services. (Total Rewards, Custom Communications, BOR communications support and/or Activation Paths)
- Ensures all content, designs and creative concepts for employee communications align to the overall brand, business goals, relationship strategy aligned to sales/renewals, etc. and goal outcomes for managed book of business.
- Lead and develop integrated communication strategy for new and existing clients considering goals across multiple products. Expand recommendations to consider industry trends and insights.
- Holds team accountable for achieving KPIs.
- Responsible for enabling the CX team members in driving the adoption of best practices and self-service tools across book of business such as Sofia, MyChoice Benefits App, decision support tools & overall optimization best practices.
- Outline, pitch, influence and implement new and innovative ideas to bring new services and creative solutions to our clients and prospective clients.
- Engage with the onboarding, operations and sales partners to identify pricing considerations for renewal and upsell opportunities, handle client escalations when applicable or own process and workflow between departments.
- Act as client escalation point for CX service delivery concerns to provide oversight and drive delivery of key initiatives, ensuring all items are documented and addressed. Activate sales, client services and onboarding as needed.
- Leveraging project management software, monitor and complete tasks as assigned related to client projects by the assigned due date.
- Help manage project risks such as resource constraints or delayed timelines and develop mitigation plans.
- Participate in sales finalist meetings, engage in pricing and RFP responses, and partner with the sales team on prospect visits and scope of services presentation for clients with limited complexity.
- Manage and lead a team of cross-functional team members.
- Complies with all policies and standards
- May perform other duties as assigned
What you need to make the cut:- Bachelor's Degree in Management, Communication, English, Graphic Design or similar field preferred.
- Experience with Technology, Health & Welfare Benefits, Human Resources, or Health Care strongly preferred.
- 7+ years of applicable professional experience in a similar industry
- Leadership or mentoring experience is required.
- Proficient in Microsoft Office products, including OneNote, Excel, Word, and PowerPoint.
- Highly motivated, confident, energetic and must possess a positive attitude.
- Strong relationship management and project management expertise, analytical skills and the ability to engage and motivate multiple stakeholders across the organization.
- Excellent communication skills and the ability to apply these skills in either verbal or written form when interacting with various clients, company personnel, and team members.
- You must be a resourceful and creative problem solver - constructively working with team members to find solutions.
- Desire to learn about the newest cutting-edge technology and passion for continuous learning.
- Availability to travel up to 15%.
The pay range for this position is 78K to 128K per year (pay to be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data).
This role is eligible to participate in the annual bonus incentive plan.
Other Compensation: If this position is full-time or part-time benefit eligible, you will receive a comprehensive benefits package which can be viewed here: https://businessolver.foleon.com/bsc/job-board-businessolver-virtual-benefits-guide/
