Customer Experience Consultant

  • location: New York, NY
  • type: Contract
  • salary: $85 - $91.24 per hour
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job description

Customer Experience Consultant

job summary:
Customer Experience Consultant - New York, NY

  • This is a contract role expected to last 6 months.
  • Can be remote.
Customer Experience Consultant? - Job Duties:

  • Support Global Claims Customer Experience (CX) initiatives
  • Identify, develop and implement initiatives to improve the CX for claims operations in the US, Japan and Mexico
  • Help facilitate standardization of CX approach globally for the Global Claims function and identify opportunities for localization of initiatives to address specific regional needs
  • Analyze customer feedback to identify trends from Detractors, Passives and Promoters regarding painpoints or moments of truth
  • Develop project plans and track progress for CX initiatives
  • Develop communications and change management plans to support implementation of CX initiatives
  • Develop customer journey maps to articulate current and future state
  • Assist in defining 2019 roadmap for CX
  • Develop status reports, presentations and project plans, as needed
Job Requirements:

  • Experience in working in a matrixed organization
  • Strong understanding of claims operations in the insurance industry, including implementation of Digital opportunities that improve the customer experience
  • Strong command of key CX concepts (NPS and tNPS) and drivers and trends in CX
  • Experience working on large scale multi-year transformational programs spanning multiple countries, such as Japan, Mexico and US
  • Strong command of MS Office Products
  • Ability to multitask to meet competing priorities and workstream deadlines
  • Change management and communications experience
  • Project management experience
  • Management consulting experience
Compensation: $85.00-$91.24/hr

 
location: New York, New York
job type: Contract
salary: $85.00 - 91.24 per hour
work hours: 8 to 5
education: Bachelor's degree
experience: 4 Years
 
responsibilities:
Key Responsibilities

- Support Global Claims Customer Experience (CX) initiatives

- Identify, develop and implement initiatives to improve the CX for claims operations in the US, Japan and Mexico

- Help facilitate standardization of CX approach globally for the Global Claims function and identify opportunities for localization of initiatives to address specific regional needs

- Analyze customer feedback to identify trends from Detractors, Passives and Promoters regarding painpoints or moments of truth

- Develop project plans and track progress for CX initiatives

- Develop communications and change management plans to support implementation of CX initiatives

- Develop customer journey maps to articulate current and future state

- Assist in defining 2019 roadmap for CX

- Develop status reports, presentations and project plans, as needed

 
qualifications:
Desired Skills

- Experience in working in a matrixed organization

- Strong understanding of claims operations in the insurance industry, including implementation of Digital opportunities that improve the customer experience

- Strong command of key CX concepts (NPS and tNPS) and drivers and trends in CX

- Experience working on large scale multi-year transformational programs spanning multiple countries, such as Japan, Mexico and US

- Strong command of MS Office Products

- Ability to multitask to meet competing priorities and workstream deadlines

- Change management and communications experience

- Project management experience

- Management consulting experience

 
skills: Excel
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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