Customer Experience VP (Retirement Services)

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.

Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.

As a Customer Experience VP, you will serve as a thought leader and be responsible for planning, influencing and driving innovative strategies for Empower’s Customer Experience function in support of achieving long term goals tied to accelerating revenue growth. You'll be responsible for building and leading the Customer Experience discipline, determining, and executing on scalable strategies, including mapping of the future state customer journey, and activating the organization based on the Voice of the Customer. The Customer Experience Vice President will lead collaboration and alignment across functional partners to create an optimal customer experience end to end.  
 

What you will do:

• Establish, manage and analyze key metrics for desired customer experience across channels of delivery & functions aligned with brand values and multiyear financial business goals
• Determines strategy and develops proactive solutions related to customer quantitative and qualitative metrics and trends that may be an issue.
• Translate Voice of Customer efforts to inform strategy into actionable insights, product, communications and operational improvements, determining feedback loops across the organization.
• Collaborate with business leaders and cross functional teams to integrate the Voice of Customer experience metrics and feedback into actionable decisions related to process, products and service offerings to improve customer usability, satisfaction and loyalty.
• Determine “moments of truth” and primary drivers of satisfaction by working directly with customers  and staying close enough to be able to tell both good and bad compelling stories to help drive our customer obsessed culture and initiatives. 
• Understand our clients, key challenges, industry trends, to help shape strategy aligned to our B to C, B to B, and associate experience.
• Serves as a voice of the Customer Experience (CX) Office to external and internal partners and clients.
• Develop and manage journey maps working across the organization on moments that matter. 
• Align roadmap touching customers across channels of delivery (web, phone, operations, field, and participant education) and drive go to market planning.
• Leveraging brand and style guidelines, ensure consistency of experience across touchpoints.
• Serve as the customer advocate in product/service/transformation initiatives to ensure resulting experience is aligned with brand experience and consistency across channels.  Manage a unified customer centric roadmap that focuses on all aspects of the Empower experience and turns customers into advocates of our products, services and company.
• Understand and manage critical relationships/dependencies with Empower Product, Phones, Operations, Technology, Segments, Digital Marketing (Putnam), Marketing (research, participant education, analytics), Finance, Empower Investments and Legal. 

What you will bring:

• Bachelor’s degree in business or related area, or equivalent experience required
• 10 years of relevant work experience in the financial services industry required, preferably within retirement plan services
• Ideal candidates will possess a deep understanding of the marketplace including employers, employees and intermediary, and have a strong ability to influence internal and external clients and partners
• Strong communication skills and presentation skills required

What will set you apart:

• Certified Customer Experience Professional (CCXP) preferred
• 3-5 years of retirement services experience within the Customer Experience discipline
• Ideal candidates will demonstrate organizational and professional savvy, along with the ability to successfully collaborate with all levels of management and staff
• Ability to put yourself in the shoes of our customers
• Proven ability to conceptualize new or abstract customer and market approaches as it relates to products and services

***Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, incl