Customer Experience (CX) Strategist chez Sammons Financial Group

Overview:Responsible for developing strategic recommendations based on a combination of research and strategy to influence Customer Experience (CX) outcomes across Sammons Financial Group Company. Partner with CX and User Experience (UX) teams, Product Managers, and business partners to care for the CX roadmap, mature the CX Center of Excellence, and deliver recommendations that identify trends and solve for areas that need/improvement.Responsibilities:• Advocate for improved customer experience, partnering with delivery teams in creating and delivering customer/user-centric solutions.
• Communicate complex issues and ideas to users and stakeholders in concise, compelling and simple language.
• Work collaboratively and build strong working relationships with cross-functional teams.
• Lead strategic digital initiatives through to implementation.
• Identify research opportunities, and unknown customer needs through data analysis, primary and secondary research, and competitive intelligence. Serve as a member of the CX Center of Excellence (COE) to execute on findings.
• Partner with stakeholders to define and refine the CX roadmap and manage the implementation guidelines and transition plan to the Experience Design team and product managers/owners to ensure alignment with strategic initiatives and the product roadmap.
• Create and maintain regular CX communications and outreach bringing creative, innovative, and practical ideas to life.
• Facilitate customer communities and testing alongside other CX and UX team members.
• Develop and distribute customer success stories, compelling case studies, playbooks, white papers, etc. across the our ecosystem leveraging data, CX projects, journey maps and results from collaborative workshops.
• Participate in workshops to align stakeholders and colleagues on the importance of understanding our complex ecosystem, our opportunities, our success stories, and work efforts.
• Manage vendor outreach efforts to help research and identify software tools and technology to enable the business or improve the customer experience.
• Stay current with and ensures alignment with marketplace trends, innovations within our industry, and across other industries.
• Commitment to embrace Sammons Financial Group Companies shared values (Accountability, Connection, Openness, Respect and Integrity).
• As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.
• Participate in other initiatives and/or projects as necessary.Qualifications:

• Bachelor's Degree in Market Research/Insights, Marketing Analytics, Finance, or Life Sciences Preferred
• 5-10 years' demonstrated management and program leadership experience in customer experience strategy and execution, marketing strategy and communications, or sales and/or advertising Preferred
• Minimum 5 years' mapping complex data solutions across silos to identify CX gaps and recommend solutions, when needed Preferred
• Experience developing CX success stories with regular communications, workshops, lunch-and-learns, newsletters, websites, and visuals to help inform and engage Preferred
• Experience creating and managing digital project/initiative plans, critical paths, and successful record of achieving desired outcomes Preferred
• Exceptional interpersonal, presentation and communication (both written and verbal) skills. Ability to communicate in writing clearly, succinctly, and in a data-driven fashion.
• Excellent time management skills with the ability to multitask and manage multiple projects simultaneously including work prioritization, planning and task delegation.
• Strong business acumen and proven track record of delivering big results in high paced and highly ambiguous and complex work environment that drives positive change and operational success.
• Proficiency with Office suite or Google Workspace
• Strong leadership qualities and the ability to adapt quickly to changing priorities, assignments, and roles
• Curious and driven to understand data, trends and diagnose gaps in performance.
• Excellent organizational skills, focus, and attention to detail

Suitability Requirements:• Criminal background check required.
Company Information:•Sammons Financial Group offers a competitive benefit package that includes: Health, Dental, Vision, Company Paid Retirement, PTO and Holiday Pay.
•Our Employee Stock Ownership Plan (ESOP) is a 100% company-funded retirement plan, so you can save for retirement without contributing a penny of your own paycheck.
•Healthy balance between work and personal lives. Friday afternoons off all year long, competitive PTO, and generous number of paid holidays.
•Our incentive program for defined goals subject to eligibility and performance. Monetary rewards are based on individual and/or overall company performance.
•Colleagues who support one another, model our core values, and drive our healthy, high-performing culture.Pay Range:USD $75,140.00 - USD $125,234.00 /Yr.Work Authorization/Sponsorship:At this time, we’re not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.) Postuler maintenant