Customer Experience (CX) Strategist

About the Role

About the Role
We are looking for a customer-obsessed, growth-oriented CX Strategist to help manage day-to-day customer experience support and operations. This role requires strategic thinking, project management, and analytical skills to drive customer engagement and improve experiences.

This role reports to the CX Program Manager . This role is hybrid with 2 days in our headquarter office located in Jersey City, NJ.

•    Support enterprise-wide customer feedback initiatives and communicate insights to senior stakeholders.
•    Monitor and analyze customer sentiment across all touchpoints.
•    Function as a backup liaison between internal teams and external platform vendor.
•    Become a platform expert, handling stakeholder inquiries and training.
•    Support management of account team meetings.
•    Help in the design and management of new digital customer surveys to support continuous improvement.
•    Oversee internal ad hoc survey requests across product, HR, and marketing.
•    Demonstrate initiative through recommending and implementing process improvements that further the CX strategy.
•    Conferring with team members to provide advice, counsel, and resolve problems.
•    Collaborate with the CDO team to enhance customer sentiment reporting.
•    Partner with peers across an organization to build and support operational processes, data quality, reporting, and technology infrastructure.

• Bachelor’s degree.
• 3-4 years of experience in B2B Customer Experience, Customer Insights, or Voice of Customer (preferably in the IT or SaaS industries).
• Knowledge of customer experience software and reporting platforms (e.g., Medallia, Salesforce, Qualtrics) a plus.
• Knowledge of CX and VoC best practices and metrics      (NPS, CSAT, CES).
• Analytical mindset with the ability to interpret complex data and drive insights.
• Proficiency in Microsoft Office and project management tools (e.g., Jira, WorkFront, PPM Pro).
• Innovative and creative thinker: pioneer who embraces bold ideas
• Team player: high EQ, low ego, resourceful, frugal; treats resources as their own
• “Let’s go” attitude: optimist, contagious enthusiast, sees the upside
• Accountability matters: drives for results as coach and team player; bias to outcomes
• Exhibits aptitude: always learning and growing; constantly tries new experiences
• Adaptable: works quickly and nimbly; able and willing to wear multiple hats without hesitation; resilient
• Grit: passionate, self-directed, and motivated; demonstrates endurance

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed. 

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland.  We value learning, caring and results and make inclusivity and diversity a top priority.  In addition to our Great Place to Work® Certification, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.

We’re 7,000 people strong.  We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

 Verisk Businesses

Underwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions —