Sr. Customer Experience Consultant

The next part of your journey is right around the corner — with The Standard.

A genuine desire to make a difference in the lives of others is the foundation for everything we do. With a customer-first mindset and an intentional focus on building strong teams, we’ve been able to uphold our legacy of financial stability while investing in new, innovative technologies that support the needs of our customers. Our high-performance culture focused on operational excellence thrives thanks to remarkable people united by compassion and a customer-first commitment. Are you ready to make a difference?

 Job Summary  

We’re looking for a CX practitioner who sits at the intersection of customer empathy and technical fluency. This role is responsible for designing, orchestrating and optimizing end-to-end customer journeys by connecting data, platforms and people across a complex ecosystem of internal systems and customer connections. This role will lead and collaborate with key stakeholders at all levels of the organization, to envision, create, implement, measure and monitor the CX program. This role turns disconnected data into connected experiences — making every customer interaction smarter, more relevant and more trustworthy. 

Key Responsibilities: 

• Consult and advocate for The Standard’s customers by: 

• Leveraging customer experience data, including current customers, market research and competitive intel, to influence prioritization of activities and initiatives. 

• Collaborating cross functionally with stakeholders to collect, analyze and share feedback across the organization to drive action and results. 

• Creating strong partnerships with key business stakeholders to build relevant stories to improve the customer. 

• Develop views of customer journeys through customer research, persona creation and service blueprint definition, drawing upon your robust understanding of customer experience as a practice. Architect and manage complex, omnichannel journeys, ensuring seamless, personalized experiences across touchpoints. 

• Define, develop and measure performance indicators aligned with our overall experience metrics to continuously refine and improve the customer experience across journey phases and moments of truth. Design and implement systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement. 

• Share insights and results on a regular basis, using creative methods and engaging storytelling to increase understanding and prioritization of customer experiences. Identify friction points in the customer lifecycle and drive solutions that improve data quality, flow and timeliness. 

• Contribute to a customer-centric culture by developing a range of activities, communication practices and training modules that enable the practice of experience management, e.g. research