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Customer Experience Manager at Acceptance Insurance

Customer Experience Manager

Acceptance Insurance Nashville, TN Full-Time
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As a Team Member at Acceptance Insurance, you will be part of a growing organization that continues to evolve and positively impacts the lives of our team members and customers.

We are looking for team members that engage – who take responsibility for themselves and take care of their customers and colleagues. Ideal candidates can compose themselves under pressure, have a “make It right” mindset, and focus their energies on solving problems. This means you’ll be supported by a team with all these qualities, too. If this sounds like the kind of team you’d like to join, we want to hear from you! ​

Acceptance Insurance offers a full line of benefits including: Health Insurance, Dental, Vision, Paid Vacation, Disability Insurance and Employer Matching 401(k) Program.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants are considered for position and are evaluated without regard to mental or physical disability, race, religion, sexual orientation, color, gender, national origin, age, marital status, military or veteran status or any other protected local, state or federal status unrelated to the performance of the work involved.

Job Summary:

The Customer Experience Manager knows that every customer interaction is a chance to make their experience with Acceptance Insurance remarkable. This role helps to ensures that all touchpoints across the Customer Journey are engaging, efficient, and effective. The Customer Experience Manager’s goal is to increase customer and team member satisfaction, increases customer loyalty, improve cross- and up-sell opportunities, and referral rates.  Customer Experience Manager duties are identifying customer needs, implementing customer satisfaction strategies, and measuring customer satisfaction levels.

Customer experience projects/programs encompass the whole organization; the Customer Experience Manager must build and foster strong relationships with key stakeholders from all departments.

Essential Job Function:

  • Acting as a key customer advocate, ensuring the identification of pain points and opportunities to improve customer and team member experience across all channels and touchpoints (through business area and customer engagement, research and metrics), providing actionable insights for operational teams to address.

  • Maintaining the pace and success of the CX; continually reviewing and assessing the performance of CX projects/programs and measuring the success of each objective, to improve upon the overall performance for future iterations.

  • Create and manage customer experience measurement and reports and leading the review of customer experience KPIs and adoption.

  • Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement.

  • Conduct surveys to gather information on customer opinion of rendered services.

  • Working collaboratively across the organization to enhance our customer service performance and ensure the customer voice is front and center in all decisions.

  • Other duties as assigned.

Desired Qualifications:

  • Bachelor’s degree in business administration or marketing preferred with professional experience between 4 and 6 years. 

  • Demonstrated experience in managing customer insights, experience, and service improvement outcomes across various industries.

  • Demonstrated experience in influencing change and working collaboratively across organizations to improve customer experiences.

  • Ability to collect customer data from different sources (surveys, Voice of the Customer, Salesforce etc.), and to convert data into insights – Customer Journey Mapping, Personas, Data Dashboards.

  • Ability to define key success metrics, set performance goals, and continually monitor key performance indicators for improvement. 

  • Ability to adapt in a fast-paced, changing growth environment and to work independently.

  • Ability to build and maintain relationships with stakeholders and cross-functional team members and act as a well-respected, trusted partner.

  • Must be an effective project manager able to handle multiple complex projects.

  • Experience using office applications and other software related to the position (e.g. Qualtrics, Medallia, CultureIQ, etc.).

  • High quality written and oral communication skills with proven success in influencing business decisions.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to do manual tasks which may include the use of hands to finger and handle controls. Tasks may also require the ability to talk or hear. The employee will frequently sit, bend, and reach with hands and arms and is occasionally required to stand and walk.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Recommended skills

Customer Satisfaction
Loyalty Programs
Customer Interaction Management
Surveys
Metrics
Business Administration
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Job ID: 2020-2380

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