Customer Experience Manager Jobs

Customer Experience Framework Consultant

We are looking for a Customer Experience consultant with at least five (5) years of experience in designing and implementing Customer Experience programs in a pension system, financial services, public sector, and/or state government organization. It's a W2-contract position with our company, supporting a California state project.

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CX Management Maturity Assessment – Assess the efficiency and maturity of the current CX program including survey methodology and journey mapping. Review and analyze the Strategic Plan, Business Plan, the most recent Member Survey, Pension Administration Benchmarking information and other pertinent available information to understand CX current operational maturity and how it must change to support client's business operations in the future.

Perform an analysis within the enterprise, engaging managers and key staff in all applicable areas as necessary to confirm understanding of the current state and future needs. Perform an assessment of the current CX program to determine its current maturity level. After completion of the CX program and maturity assessment, develop a detailed Opportunity Assessment document that demonstrates the likely ROI that implementing a new CX program will provide. The Opportunity Assessment document will include options available to the client and highlight recommended options. The client will evaluate the options and recommendations presented and decide on the path forward.

Develop an Actionable Roadmap & Implementation Plan, and Organizational Change Management Plan – Develop a detailed Future-State CX program based on selected options and recommendations from the Opportunity Assessment. Develop and provide a detailed design and implementation plan for CX vision, strategy, and roadmap. Additionally, analyze and identify anticipated organizational roadblocks, risks, and other concerns and develop an Organizational Change Management plan to help staff understand, accept, and prepare for the operational and organizational changes brought about by the implementation of the CX program.

Journey Mapping – Provide customer journey maps to inform decision-making, prioritize improvement efforts, and guide a shared understanding of customer experiences. You will help clients create a current-state and future-state customer journey map. You must understand how people, processes and technologies influence the customer experience and will help establish an implementation plan for future state journey mapping.

CX Measurement Strategy – Develop a system that tracks and evaluates key CX metrics for actionable and continuous customer understanding. Establish CX benchmarks and survey methodology on par with financial services peers. You will create a CX measurement system designed to measure customer journeys and customer satisfaction with the ability to identify action items to allow clients to make informed decisions and identify connections between CX performance and organizational outcomes. Additionally, you will prepare stakeholders for the implementation of the CX Measurements. You will then analyze CalSTRS CX data to recommend improvements and ways to implement based on analysis and best practices