Senior Customer Experience (CX) Program Manager

 Job Requisition ID: 90304 

Location Designation: Fully Remote 

Group Benefit Solutions delivers comprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life’s legacy of being there when we’re needed most. Here, you'll design, implement, and support these solutions directly impacting employees’ lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.

 

 

Role Overview:

 

We’re looking for passionate Customer Experience Professionals who have built their career mission around customer feedback & customer experience. This is an opportunity to be on the forefront of building a culture of customer-centricity for an organization focused on service excellence. The role meets regularly with teams/stakeholders to discuss trends in feedback, provide recommendations, and enable/empower stakeholders to operationalize Voice of Customer (VoC) feedback to drive both exceptional service experiences and operational efficiencies. This individual will apply his/her customer experience management expertise to solving real-world problems faced by our company and find opportunities for improvement of client, customer, and broker experiences.

 

The scope of this position includes applying customer experience and voice of customer best practices across various projects, products, and strategic initiatives.  This individual must exhibit strong leadership skills, such as the ability to partner, lead, influence, and listen.  The ideal candidate is passionate about the client/customer experience, results-driven, and a change leader.

 

 

What You’ll Do:

 

• Functions as the strategic VoC consultant for assigned business value stream, driving operationalization of VoC insights in the collection-insight-action-impact loop. Tactical deliverables for this can include, but is not limited to survey design, reporting and dashboard design, program best practices, program growth & development, on-going program governance
• GBS VoC platform subject matter expert, guiding business partners in optimization of VoC program through the use of platform access, permissions, and capabilities/features of the platform
• Administers VoC program governance process​ on a monthly, quarterly, and annual cadence
• Regularly review and optimize the survey process to ensure it continues to meet business needs and provides valuable, actionable insights.
• Contributes to a VoC center of excellence by supporting the establishment of program best practices (survey branding, fatigue rules, sampling rules, scales, etc.)​
• Use your storytelling skills to convey the customer story to internal stakeholders, such as product managers, engineers, support staff, and executives. Highlight the pain points, needs, and expectations of our customers, and how our products and services can address them.
• Present your findings and recommendations to all levels within the organization, from frontline staff to senior leaders. Use clear and engaging visuals and language to persuade and influence your audience.
• Develops executive reports, updates, and organizational communications​
• Identifies and supports VoC / CX training needs for assigned value stream
• Collaborate with Employee Engagement Lead for ongoing initiatives linking  VoC and VoE​
• Guides stakeholders on best practices related to action planning and managing closed loop processes as programs evolve and mature
• Partners with CX Analyst(s) to identify data, feedback, and advanced analytics that drive new insights, trends, business decisions and improvements within assigned value stream
• Effectively partner with other customer insights teams within the organization to identify efficiencies, leverage collected insights, share best practices, and continually improve processes and procedures.
• Effectively manage vendor relationships to yield optim