Job Details

Job Title: Director of Customer Experience

Location: This is an in-office position located in Omaha at the WoodmenLife Tower.

WoodmenLife is looking to hire a Director of Customer Experience to join our team!

This role will lead enterprise-wide CX strategy, systems, and culture that shape how customers feel about the company at every touchpoint. This position is essential for enhancing Customer satisfaction and driving retention through improved service experiences at WoodmenLife. Customer includes both external and internal customer experiences. This role is responsible to drive member/policyholder satisfaction and loyalty through CX initiatives that enhance customer interactions across all insurance products and service touchpoints. This is an in-person role that will have the opportunity for some hybrid work arrangements.

WoodmenLife is one of the best places to work in Omaha with over 135 years of service. As a member of the WoodmenLife family, you're joining others who share your commitment to family, community and country. Through WoodmenLife, you'll have opportunities to give back locally and honor those who make an impact. As a not-for-profit life insurance company, we've been helping to protect the financial future of families, making a difference in hometowns across America since 1890. We offer a variety of benefits ranging from health, dental, vision, 401K, life insurance and much more. Apply today to learn more!

We are looking for someone to:

• Execute and maintain Voice of Customer (VOC) program by designing and distributing surveys across touchpoints, analyzing feedback data, and preparing monthly reports.

• Coordinate with departments to address member concerns, track resolution of identified issues, and oversee feedback collection from surveys, call center data, social media and other channels. Identify emerging trends in customer behavior and expectations.

• Manage response protocols and Service Level Agreements (SLAs) and create action plans based on trending issues.

• Report program metrics to leadership and work with internal product owners, sales and marketing teams, and outside CX partners to measure and improve the experience members/policyholders have with WoodmenLife's products and services.

• Establish and maintain experience KPIs that drive growth, track product performance metrics, and create improvement recommendations.

• Create and maintain CX performance dashboards tied to organizational KPIs and report monthly to executives. Monitors key metrics including: NPS, CSAT, customer effort score, retention and customer persistency.

• Coordinate with partners on implementation and management of Customer Journey Mapping by persistently updating WoodmenLife's stakeholder journey atlas. Ensure the mapping of customer journeys is used to identify where improvements are needed and help to prioritize those that will have the greatest impact to the business.

• Document current-state journeys for key segments and the processes they encounter, identify pain points and improvement opportunities, and collaborate on the prioritization of improvements with necessary business units.

• Collaborate with IT on digital experience enhancements and monitor journey KPIs and metrics.

• Implement NPS/CSAT measurement systems, create dashboards for real-time monitoring, and generate quarterly performance reports.

• Own CX governance framework and chair governance committees as needed.

• Partners with all internal divisions around customer needs to break down silos and establish one unified voice to the customer. Facilitate cross-functional improvement workshops, document and track enhancement initiatives, and measure the impact of implemented changes.

• Manage vendor selection and oversight for CX technology solutions.

• Develop and manage budget associated with CX tools, resources and any external expertise (consulting services) as needed.

• Educate and work with teams to identify pain points as an output from journey mapping efforts. Provide support through the business prioritization process on building the business case for improving the customer experience.

• Lead digital transformation projects, including omnichannel experience optimization and AI-driven personalization.

• Promote experimentation and pilot programs to enhance the customer experience.

• Justify investments by showing the business value of improving the customer experience.

We need someone who has:

• This job requires a background that demonstrates the following minimum knowledge, skills, talents and traits:
  
  
  • 5 plus years of experience in CX/service operations, with a focus on voice of the customer programs, customer journey mapping, and CX measurement.
  • Bachelor's degree in business administration, Marketing, or a related field.
  • Experience in strategic leadership roles influencing enterprise-wide CX initiatives.
  • Proficiency in advanced analytics and predictive modeling.
  • Proficiency with CX measurement tools and methodologies, including NPS and CSAT.
  • Strong analytical skills and project management capabilities, with the ability to design and implement CX improvement projects.
  • Demonstrated ability to work collaboratively with internal and external stakeholders to enhance customer experience.
  • Experience in managing multiple long-term projects, balancing competing priorities, and meeting deadlines.
  • Experience managing digital transformation and innovation projects.
  • Strong communication skills, both oral and written, with the ability to analyze, interpret, and clearly communicate complex information.
  • Proficiency in using Microsoft Office Suite, particularly Excel for data analysis, and CRM software.
  Desired Qualifications
  • CCXP Certification
  • 3-5 years of insurance or financial services experience, with a strong understanding of the regulatory and compliance environment.
  • Experience with multiple marketing, sales, and distribution channels including digital, print, direct mail, business-to-consumer, and direct-to-consumer strategies.
  • In-depth knowledge of WoodmenLife organization products and services, and the specific customer segments they serve.
  • Ability to develop and maintain KPIs that drive business growth and enhance customer satisfaction.
  • Experience in facilitating cross-functional workshops and training staff on new processes.
  • Strategic thinking skills, with the ability to influence at multiple levels within the organization and develop productive working relationships.

If you're ready to make an impact in your community, we'd love to hear from you. Apply today!

As part of WoodmenLife's employment process, candidates will be required to complete a criminal background check, credit check (when required for position), fingerprint check (when required for position), drug screen and reference checks. Any offer of employment will be contingent upon successfully passing the above.

WoodmenLife is welcoming to all regardless of background and beliefs. WoodmenLife respects every associate's unique perspective and contribution. We are committed to creating an environment that values differences, and creates opportunities for growth, leadership and service. This commitment includes providing equal opportunity in recruitment, employment and promotion, training and community outreach. WoodmenLife is also dedicated to strengthening the communities in which its employees live.

APPLICANTS WITH DISABILITIES SHOULD ADVISE THE HUMAN RESOURCES DEPARTMENT AT THE TIME OF APPLICATION IF SPECIAL ACCOMMODATIONS ARE NEEDED.

Woodmen of the World Life Insurance Society (WoodmenLife) is an equal opportunity employer.