Senior Customer Experience Strategist - Sales

Overview

We are seeking an innovative and customer-centered Senior Customer Experience Strategist to join our growing team. This role will be critical in understanding the needs, behaviors, and journeys of customers within our online sales channel. In this role, you will initiate and lead efforts to optimize the customer journey throughout the consideration, purchase, and onboarding phases of our key direct-to-consumer journeys.

The ideal candidate has expertise in journey mapping, experimentation, and user research that will be instrumental in enhancing the overall customer experience and driving positive business outcomes. You have a knack for designing and analyzing experiments that boost conversion, capitalize on upsell and cross-sell opportunities, and prioritize the most impactful initiatives while improving the overall direct-to-consumer experience.

Responsibilities

Working autonomously, serves as a project leader for the following job functions:

• Experimentation: Design, implement, and analyze experiments aimed at improving conversion rates in our direct-to-consumer sales channel. Use A/B testing and other methodologies to optimize design and messaging throughout the sales funnel.
• Business Growth: Design and implement targeted upsell and cross-sell strategies that are seamlessly integrated into the sales journey.
• Journey Design: Create detailed customer journey maps to visualize and understand customer perceptions across various touchpoints. Identify pain points, friction areas, and opportunities for improvement throughout the quoting and purchasing journey.
• Customer Research: Conduct in-depth customer interviews and focus groups to gather qualitative insights about the direct-to-consumer experience. Collaborate with cross-functional teams to act on customer feedback and continuously improve experiences.
• VOC Analysis: Synthesize feedback from various Voice of Customer (VOC) channels to identify emerging trends, unmet needs, and pain points that can inform design decisions.
• Journey Orchestration: Design and implement in-app messages to influence behaviors, improve satisfaction and support conversion goals.
• Prioritization: Provide guidance on the prioritization of experience optimization initiatives based on impact, feasibility, and alignment with business objectives.
• Collaboration: Partner with internal teams such as Marketing, Technology, and User Experience (UX) to align strategic customer needs with business objectives, ensuring cohesive and seamless integration across the direct-to-consumer customer journey.
• UAT: Conduct user acceptance testing (UAT) on system enhancements as needed.

Qualifications

Education:

• Minimum: Bachelor’s degree required – preferred in business or related field of study (e.g., Economics, Marketing, Human Centered Design)

 

• Preferred: Master’s degree preferred

 

Experience:

Minimum: 5+ years of experience in Experience Management (XM), Customer Experience (CX), or User Experience (UX)

 

Preferred: 

• CCXP certification

• Experience in P&C industry or CX management preferred

 

Skills & Abilities:

Minimum: 

• Excellent written and verbal communication skills with the ability to convey complex ideas in actionable terms

• Excellent analytical, critical thinking, and problem-solving skills

• Demonstrated business influencing, communication, and collaboration skills 

• Strong ability to manage multiple projects simultaneously and prioritize tasks effectively

• Deep understanding of CX principles, methods, and techniques

• Advanced proficiency in Microsoft Office Suite, particularly PowerPoint

• Proven history of taking initiative and driving projects from inception to completion

• Proficient in experience design best-practices and experimentation techniques including A/B testing and journey mapping

 

Preferred:

• Experience conducting in-depth interviews and focus groups

• Familiarity with journey orchestration techniques and tools (e.g., Pendo, WalkMe)

• Familiarity with direct-to-consumer sales channels and e-commerce best practices and ability to coach peers

• Experience working with Customer Feedback Management platforms such as Forsta, Qualtrics, Medallia or InMoment to understand journey pain points and measure the business impact of experiments and enhancements

About the Company

Why choose a career at Mercury?

At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it.