Responsible for leading projects that uncover and translate customer feedback into actionable insights that shape strategy, improve experiences, and drive business outcomes. Leveraging deep expertise in qualitative and quantitative CX research, this role leads cross-functional and translates them into recommendations. They serve as the voice of the customer—whether that’s a consumer, agent, advisor, or policyholder — ensuring that customer needs are embedded in decision-making across the organization.

Responsibilities

  • Advocate for customer-centric thinking across the organization.
  • Develops strategy and lead projects / teams to develop business and customer cases that enhance understanding of the customer and help drive experience improvement.
  • Consult and partner with department leaders and multifunctional teams to develop the customer experience strategy across multiple channels.
  • Design, execute and analyze mixed research methods to deepen understanding of customer’s experiences, pain points, needs and behaviors.
  • Synthesize and present research insights to all levels of the organization, inspire and recommend design improvements to address customer’s needs and enhance their experience.
  • Help stakeholders define and establish criteria and KPI's for assessing implementation success.
  • Monitor and measure key touch points within the user/customer journey, through all channels.
  • Provide ongoing guidance and support to teammates and stakeholders representing the voice of the customer.
  • Document business requirements, processes and procedures to ensure program integrity.
  • Provides direct or indirect management of other CX Consultants
  • Expert in the fundamentals of customer experience research


Qualifications

  • Bachelor’s degree in marketing, business, communications, or related field
  • Ten years of experience in customer experience (CX) and/or service design experience, management consulting, market research, innovation or related
  • Three years of years managing/facilitating multi-disciplined teams
  • Experience independently leading various customer research methodologies, and embody a solution focused approach
  • Ability to influence and persuade stakeholders at all levels of the organization
  • Expert change management skills and the ability to set priorities around constant change
  • Expert knowledge of key CX and UX concepts, drivers and trends in CX
  • Expert experience leading facilitated sessions in customer journey mapping and service blueprinting
  • Expert qualitative, quantitative and analytical skills with ability to see patterns in data and tell stories with the findings
  • Excellent verbal, written, visual presentation (PowerPoint) and interpersonal skills
  • Ability to accept new challenges/responsibilities, quickly learn and embrace new concepts
  • Moderate in-depth interviews and/or focus groups.
  • Proficient using MS Office tools and CX tools/software


Preferred Qualifications

  • Experience with Qualtrics and User Testing
  • Previously worked in a Financial Services or regulated environment


Working Conditions

  • Hybrid (core locations; Denver, Baltimore, Cedar Rapids, Philly)

The Salary for this position generally ranges between $103,000 - $120,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.

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.


This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.