Senior Customer Experience (CX) Program Manager - Remote, any state, US

Location Designation: Fully Remote 

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

GBS

We’re looking for passionate Customer Experience Professionals who have built their career mission around customer feedback & customer experience. This is an opportunity to be on the forefront of building a culture of customer-centricity for an organization focused on service excellence. The role meets regularly with teams/stakeholders to discuss trends in feedback, provide recommendations, and enable/empower stakeholders to operationalize Voice of Customer (VoC) feedback to drive both exceptional service experiences and operational efficiencies. This individual will apply his/her customer experience management expertise to solving real-world problems faced by our company and find opportunities for improvement of client, customer, and broker experiences.

The scope of this position includes applying customer experience and voice of customer best practices across various projects, products, and strategic initiatives.  This individual must exhibit strong leadership skills, such as the ability to partner, lead, influence, and listen.  The ideal candidate is passionate about the client/customer experience, results-driven, and a change leader.

Responsibilities:

• Functions as the strategic VoC consultant for assigned business value stream, driving operationalization of VoC insights in the collection-insight-action-impact loop. Tactical deliverables for this can include, but is not limited to survey design, reporting and dashboard design, program best practices, program growth & development, on-going program governance
• GBS VoC platform subject matter expert, guiding business partners in optimization of VoC program through the use of platform access, permissions, and capabilities/features of the platform
• Administers VoC program governance process​ on a monthly, quarterly, and annual cadence
• Regularly review and optimize the survey process to ensure it continues to meet business needs and provides valuable, actionable insights.
• Contributes to a VoC center of excellence by supporting the establishment of program best practices (survey branding, fatigue rules, sampling rules, scales, etc.)​
• Use your storytelling skills to convey the customer story to internal stakeholders, such as product managers, engineers, support staff, and executives. Highlight the pain points, needs, and expectations of our customers, and how our products and services can address them.
• Present your findings and recommendations to all levels within the organization, from frontline staff to senior leaders. Use clear and engaging visuals and language to persuade and influence your audience.
• Develops executive reports, updates, and organizational communications​
• Identifies and supports VoC / CX training needs for assigned value stream
• Collaborate with Employee Engagement Lead for ongoing initiatives linking  VoC and VoE​
• Guides stakeholders on best practices related to action planning and managing closed loop processes as programs evolve and mature
• Partners with CX Analyst(s) to identify data, feedback, and advanced analytics that drive new insights, trends, business decisions and improvements within assigned value stream
• Effectively partner with other customer insights teams within the organization to identify efficiencies, leverage collected insights, share best practices, and continually improve processes and procedures.
• Effectively manage vendor relationships to yield optimal deliverables and project execution, prioritize business value-add activities accordingly.

Qualifications:

• Passionate about the customer experience
• Ability to understand, interpret, and convey qualitative and quantitative data in a clear and compelling manner to drive action
• Must be able to use deep problem-solving skills to unpack issues/questions and develop relevant solutions
• Previous experience leading or supporting a CX/VoC program in a large organization.
• Bachelor’s Degree, or equivalent experience, required.

• 5-10 years’ minimum of professional customer experience work/roles, or market research required

• Knowledge of market research methodologies, best practices, tools required

• Group benefits industry experience a plus

• Motivated and results-oriented individual with natural curiosity and scientific method mindset.
• Comfortable in a fast-paced, constantly changing, team-oriented environment.
• Highly effective communicator, excellent written, verbal, and interpersonal communication skills.
• Able to effectively communicate complex subject matter to non-technical audiences.
• Strong organizational skills, follow-through and demonstrated ability to multitask and meet deadlines.
• Innovative thinking and a champion of new ideas.
• Proven ability to be both strategic and tactical is required
• Proficiency in MS Office (Word, Excel, PowerPoint, etc.)
• Experience with customer experience management platforms a bonus.

This position is a full-time, fully remote position.

It is recommended that all qualified candidates apply to this posting as soon as possible.  Residents of Colorado are hereby notified that the deadline to apply is two weeks from the Posting Date listed above.
 

Salary range: $90,000-$135,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.

Job Requisition ID: 90306