Customer Experience Strategist

Grow your career with a growing organization

Whether they’re helping people reach their long-term financial goals or providing personal wealth management strategies, every associate contributes to changing the lives of those we serve for the better. When it comes to job satisfaction, that’s hard to beat. And from a personal satisfaction perspective, you’ll enjoy the freedom to support causes that matter to you and experience a truly inclusive work environment. Your future starts now.

The Customer Experience Strategist is responsible for the positioning, presentation, and maintenance of the participant and plan sponsor experience story in sales and client retention situations in a manner that differentiates Empower s products and drives high levels of engagement with prospects and intermediaries. This individual serves as the subject matter expert on the sales story, presenting the offer, delivering demonstrations, and explaining the detailed methodology that supports the functionality. He/she works in partnership with sales and retention teams to identify and address clients and prospects inquiries about the product. Serve as client-facing expert on Empower participant and sponsor engagement at point of sale.

What you will do

• Strategize with sales and retention teams to increase win ratios and channel first-hand feedback to improve team success rates, focusing on presentation effectiveness, structure, content, positioning, and delivery.

• Manage the participant and plan sponsor experience content and delivery of finals presentations.

• Provide insight in positioning the products within the Empower offer and in the marketplace vis a vis the competition.

• Host and present at client and advisor due diligence site visits

• Maintain knowledge of future product development to communicate directly with clients and prospects as well as serve as subject matter expert for client facing teams. Maintain strong knowledge of marketing initiatives in development to drive increased participant engagement/behaviors.

• Align closely with product team to communicate feedback and reaction from marketplace on products being developed or under consideration Incorporate feedback into marketing and sales materials and lead development of collateral, as needed.

• Partner with RFP team to bring voice of customer to RFP database content. Serve as a resource for the RFP group and update database responses as requested. Assist with RFP responses on sales opportunities.

• Support the efforts of the Internal Sales Desk by writing and editing responses as requested.

• Conduct intermediary home office meetings/presentations in partnership with Intermediary Relations Represent Empower at industry and regional events.

• Lead and participate in projects to enhance sales effectiveness.

• Conduct training to business areas as appropriate on the participant and plan sponsor experiences and sales story.

What you will bring

• Bachelor's degree in marketing, communication, education, sales or finance or an equivalent combination of education and experience.

• FINRA Series 6 & 63 registrations required within corporate-established timelines.

• FINRA fingerprinting required.

• Five (5) years of relevant DC experience.

• Excellent verbal, written and interpersonal communication skills.

• Excellent group presentation skills

• Proven effective communication skills with senior level management and decision makers.

• Ability to build and maintain strong relationships at all levels of the organization.

• Capacity to work in a fast-paced, often changing environment.

• Ability to travel extensively, nationwide. Travel commitment 50-75%

***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, including CPT/OPT.***

What we offer you

We offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.

• Medical, dental, vision and life insurance
• Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup
• Tuition reimbursement up to $5,250/year
• Business-casual environment that includes the option to wear jeans
• Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year
• Paid volunteer time — 16 hours per calendar year
• Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)
• Business Resource Groups (BRGs) - internal networks that rally around common interest, experiences and identities such as race, ethnicity, gender, ability, military status and sexual orientation. BRGs play a vital role in educating and engaging our people and advancing our business priorities.

Base Salary Range

The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Equal opportunity employer •  Drug-free workplace

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics, are encouraged to apply.  All qualified applicants will receive consideration for employment without regard to age (40 and over), race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law. 

***For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.***

Job Posting End Date at 12:01 am on:

Want the latest money news and views shaping how we live, work and play? Sign up for Empower’s free newsletter and check out The Currency.