Customer Experience (CX) Consultant

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Job description

At Securian Financial the internal job title for this position is Business Development Consultant.

Overview:

The Customer Experience (CX) Consultant is a key contributor to the successful development and implementation of compelling end-to-end customer experiences for Securian's B2B employer clients, their employees, and our partners in the Employee Benefits Solutions (EBS) business. As part of the EBS CX Team, the role will help drive customer experience strategy development, experience improvements, and CX best practices in support of the EBS vision and business goals.

Responsibilities include but not limited to:

• Work closely with the CX Strategy Lead to identify priority journeys and interactions, assess current-state experiences, and define "Moments That Matter" by leading journey mapping, primary research, and marketplace feedback.
• Facilitate future-state experience design, high-level cost-benefit analysis, and roadmap prioritization to drive desired business and customer outcomes.
• Participate in defining, implementing, and visualizing journey metrics and CX KPIs.
• Drive efforts to modernize our end-user service communications to increase response, reduce costs, and create a more holistic, user-friendly experience.
• Work with Customer Insights and Product teams to design and implement customer surveys / feedback loops, including feedback panels with all key audiences.
• Aggregate and identify critical customer journey insights to improve the end-to-end experience (partnering with the customer insights, UX, and other functions as appropriate).
• Partner closely with teams delivering or enabling the customer experience (product, UX, account executives, underwriting, claims, contact center, sales, technology) to support continuous improvement efforts.
• Help develop and deploy CX best practices, tools, and frameworks.

Qualifications:

• Bachelor's degree in Business, Marketing, Operations, or a relevant field or 3+ years of relevant work experience.
• Proven ability to collaborate across departments to align operations with customer needs and expectations across digital and non-digital channels.
• Experience in facilitating workshops and leading cross-functional teams.
• Experience with using and directing Voice-of-Customer feedback to evaluate, assess and measure customer experiences.
• Excellent communication and presentation skills, with the ability to effectively convey complex concepts to diverse audiences.

Preferred Qualifications:

• Familiarity with our business, products and industry landscape.
• Demonstrated experience in CX roles.
• Familiarity with CX tools and platforms, CRM systems, and data analysis software.
• CCXP certification.

Securian Financial believes in hybrid work as an integral part of our culture. Associates get the benefit of working both virtually and in our offices. If you're in a commutable distance (90 minutes) you'll join us 2-3 days each week in our offices to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules. When working in our offices at least two days per week isn't feasible (vacations, illness, travel, etc.), an eight day per month standard is an option.

Physical Job Requirements:

• Ability to utilize the keyboard, computer and/or mouse for up to 8 hours per day.
• Ability to work at least 40 hours per week.
• Ability to utilize the phone and/or virtual meeting platform for 1-4 hours per day.
• Ability to meet the physical demands of traveling; this includes the ability to operate a motor vehicle as well as an ability to utilize air travel.

The physical job requirements described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of jobs.

The estimated base pay range for this job is:

$84,000.00 - $155,000.00

Pay may vary depending on job-related factors and individual experience, skills, knowledge, etc. More information on base pay and incentive pay (if applicable) can be discussed with a with a member of the Securian Financial Talent Acquisition team.

Be you. With us. At Securian Financial, we understand that attracting top talent means offering more than just a job - it means providing a rewarding and fulfilling career. As a valued member of our high-performing team, we want you to connect with your work, your relationships and your community. Enjoy our comprehensive range of benefits designed to enhance your professional growth, well-being and work-life balance, including the advantages listed here:

Paid time off:

• We want you to take time off for what matters most to you. During your first year of hire, you receive a prorated bank of personal days and vacation time depending on your month of hire.
• Leave programs: Securian's flexible leave programs allow time off from work for parental leave, caregiver leave for family members, bereavement and military leave.

Company-funded pension plan and a 401(k) retirement plan: Share in the success of our company. Securian's 401(k) company contribution is tied to our performance up to 10 percent of eligible earnings, with a target of 5 percent. The amount is based on company results compared to goals related to earnings, sales and service.

Health insurance: From the first day of employment, associates and their eligible family members - including spouses, domestic partners and children - are eligible for medical, dental and vision coverage.

Volunteer time: We know the importance of community. Through company-sponsored events, volunteer paid time off, a dollar-for-dollar matching gift program and more, we encourage you to support organizations important to you.

Associate Resource Groups: Build connections, be yourself and develop meaningful relationships at work through associate-led ARGs. Dedicated groups focus on a variety of interests and affinities, including:

• Mental Wellness and Disability
• Pride at Securian Financial
• Securian Young Professionals Network
• Securian Multicultural Network
• Securian Women and Allies Network
• Servicemember Associate Resource Group

For more information regarding Securian's benefits, please review our Benefits page.

This information is not intended to explain all the provisions of coverage available under these plans. In all cases, the plan document dictates coverage and provisions.

Securian Financial Group, Inc. does not discriminate based on race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance or any other protected status. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by email at , by telephone (voice), or 711 (Relay/TTY).

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