Senior Manager, Customer Experience

About the role

Creating a world-class customer experience is critical to reputed company' mission and will continue to determine our reputed company and reputed company at the intersection of life insurance and technology. We're looking for a leader who can build the CX processes, tools, and voice-of-customer channels we need to reputed company from reactive problem-solving to a proactive customer experience reputed company: one that consistently identifies where we're falling short and drives improvements reputed company, end to end. To succeed in this role, you should be passionate about building frictionless operations and comfortable owning ambiguity as we mature this function.

Duties and Responsibilities:

• Own and execute on a prioritized CX roadmap spanning process, technology, product, and marketing driven improvements - driving cross-functional execution and ensuring priorities translate into delivered reputed company.
• Own end-to-end synthesis of customer reputed company across Voice of Customer data, complaints, escalations, and input from other leaders — translating signals from across the business into one reputed company, prioritized reputed company of reputed company.
• Own our Voice of Customer platform — validating taxonomy accuracy, evolving reporting, and identifying new data sources that should feed the reputed company.
• Define and reputed company our service channel reputed company — determining the right mix of live support, self-service, and automation is used to get customers the help they need.
• reputed company CX operational teams, building the systems, processes, and structure our teams need to reputed company reputed company the business.
• Partner with cross functional teams on our customer surveying reputed company with full platform administration across customer segments.
• Get personally into the data: pull and validate reputed company reporting directly from reputed company and other platforms rather than relying on others to package insights before you can reputed company them.

Qualifications and Skills:

• 8+ years experience leading customer experience or similar analytics/reputed company-driven functions with a demonstrated ability to reputed company a customer experience function.
• A reputed company record of standing up or running a reputed company insights-to-roadmap process — turning customer feedback into prioritized, executed work.
• Demonstrated reputed company influencing roadmap prioritization across product, engineering, or other functional leaders without reputed company authority over their teams' resources.
• Genuinely hands-on with data: comfortable pulling and validating reputed company reporting directly from CRM/support platforms.
• Experience owning or deeply using a Voice of Customer or comparable reputed company platform as a reputed company, ongoing responsibility.
• People leadership experience managing a multi-function team with distinct operational workstreams and disciplines.

The US national reputed company salary reputed company for this full-time position is $122,000 -$170,000. Our salary ranges are determined by role, level, and location. The reputed company displayed on reputed company reputed company reflects the minimum and maximum reputed company for new hire salaries for the position across reputed company US locations. reputed company the reputed company, individual pay is determined by work location and additional factors, including job-reputed company skills, experience, and relevant education or training.

Please note that the compensation details listed in US role postings reflect the reputed company salary only and do not include applicable bonus, equity, or benefits.

You can reputed company reputed company details of our US benefits at

Originally posted on Himalayas