Customer Experience Analyst

<strong>We&rsquo;re motivated by the fact that educators take care of our children&rsquo;s future, and we believe they deserve someone to look after theirs. We help educators identify their financial goals and develop plans to achieve them. This includes insurance to protect what they have today and financial products to help them prepare for their future.</strong>

Morrisville, North Carolina

Horace Mann

<h4>We&rsquo;re motivated by the fact that educators take care of our children&rsquo;s future, and we believe they deserve someone to look after theirs.&nbsp; We help educators identify their financial goals and develop plans to achieve them.&nbsp; This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.</h4> https://recruiting.adp.com/srccar/public/RTI.home?d=ExternalCareerSite&c=1138841#/

keywords: position summary,communication,mapping,performance,organization,leadership,develop,education,experience

Customer Care

Overview: <p>The right person for this job is a self-starter experienced in facilitating journey mapping sessions, lifecycle, transactional, and process-level analysis, and customer communications. This person thrives on partnering with colleagues, vendors, and leadership to design and execute customer journey maps to provide story-driven findings and recommendations to improve customer touchpoints and experiences.</p>
Responsibilities: <ul> <li>Facilitation of journey mapping sessions to offer complete comprehensive insights to inform and improve understanding of customer experiences</li> <li>Perform exploratory analysis to understand processes, cross-functional interactions/relationships, and identify improvement opportunities to influence positive customer experiences</li> <li>Work cross-functionally to improve customer touchpoints via effective communication/ engagement channels</li> <li>Benchmark best practices and customer communication standards to improve critical customer communications/experiences.</li> <li>Develop communications plans and identify proper customer messaging, including copywriting with proper tone and aligned with brand style</li> <li>Known for reliability, responsiveness, attention to detail, and ability to deliver high-quality work product</li> <li>Results-oriented, resourceful, consultative individual with solid people and interpersonal skills, including ability to lead, follow, collaborate and influence</li> </ul>
Requirements: <ul> <li>College degree or equivalent years of experience</li> <li>CX experience is desired</li> <li>May work irregular hours</li> </ul>