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Experience Transformation Lead
3 weeks ago
Job Description
">Salt Employee Benefits is seeking an experienced professional to fill the role of Experience Transformation Lead. In this role, you will be responsible for driving the transformation of the client experience at our organization.
">About the Role
">You will work closely with internal stakeholders to identify areas for improvement in our client experience and develop strategies to address these gaps. This will involve collaborating with cross-functional teams to ensure alignment with the company's big-picture plan.
">Your Key Responsibilities
">- To work collaboratively with internal and external stakeholders to identify opportunities to improve the client experience.
- Map the client journey across all touchpoints and channels, capturing, monitoring, and analyzing client feedback.
- Develop feedback surveys and conduct market research to inform strategic decision-making.
- Work with high-level decision-makers to ensure a seamless transition of member experiences.
- Closely collaborate with the IT team to invest in technologies that support future experience strategies.
- Establish a common language for discussing the client experience and create data-driven client journey maps.
- Address pain points in the overall client experience strategy and foster a client-centric internal culture.
- Responsible for the employee experience and its impact on end customers.
About You
">We are seeking a highly skilled and experienced professional to fill this role. The ideal candidate will have a strong background in product management, project management, customer service, marketing, public relations, and sales.
">Requirements
">- A Bachelor's Degree in a relevant field, with a Master's degree preferred.
- 10-15 years of experience in a similar position.
- Proven track record of delivering exceptional client experiences.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
