Customer Experience Coaching Coordinator (Hybrid)

NYCM Insurance•Edmeston, NY

9d•Hybrid

About The Position

The Customer Experience Coaching Coordinator designs, implements, and continuously improves the organization’s interaction coaching program to support its customer intimacy strategy and promote consistent coaching across customer interaction channels. As the program subject matter expert, this role develops coaching methodologies, evaluation standards, learning resources, and performance tools for effective, consistent coaching throughout the organization. The coordinator evaluates program effectiveness using quality metrics, coaching outcomes, customer insights, and operational data; identifies improvement opportunities; and provides actionable recommendations to enhance the customer experience. The role collaborates with Customer Experience, business leaders, and Interaction Coaches to support program adoption, facilitate calibration, and implement improvements aligned with organizational priorities. The position is hybrid, with two days in the office, and is listed as 40 hours per week.

Requirements

High school diploma or equivalent, with related experience demonstrating the knowledge, skills, and abilities necessary to perform the essential functions of the position.
Ability to design, implement, evaluate, and continuously improve interaction coaching programs, methodologies, and performance improvement initiatives.
Knowledge of customer experience principles, customer intimacy strategies, interaction quality standards, coaching methodologies, and adult learning principles.
Ability to analyze coaching outcomes, quality metrics, customer feedback, and operational data to identify trends, root causes, and opportunities for continuous improvement.
Ability to develop coaching frameworks, evaluation criteria, scorecards, dashboards, reports, and actionable performance insights.
Ability to design, develop, and facilitate workshops, training programs, coaching resources, job aids, and other learning materials.
Ability to build collaborative relationships, consult with business partners, facilitate calibration sessions, and influence outcomes across departments without direct supervisory authority.
Ability to evaluate program effectiveness, recommend and implement improvements, and promote consistent coaching, evaluation, and calibration practices across the organization.
Strong business acumen, project management, communication, and presentation skills.
Proficiency with Microsoft Office applications, such as Word, Excel, and PowerPoint.
Proficiency with customer experience intelligence tools such as Scorebuddy.

Responsibilities

Design, coordinate, deliver, and continuously improve the interaction quality coaching program in support of the customer intimacy strategy.
Develop and maintain standardized coaching methodologies, evaluation criteria, workflows, tools, documentation, and expectations for evaluating and coaching customer interactions.
Evaluate the effectiveness, consistency, adoption, and overall health of the coaching program, identifying opportunities to improve execution, coaching quality, and outcomes.
Analyze coaching results, quality metrics, customer sentiment, and interaction trends to identify recurring behaviors, performance gaps, root causes, and customer experience improvements.
Develop and maintain scorecards, dashboards, reports, and actionable insights about coaching performance and customer experience trends; provide recommendations and partner with division leadership on continuous improvement.
Design, develop, and facilitate targeted workshops, training programs, conversation guides, job aids, and other learning resources for frontline employees, agents, and Interaction Coaches.
Provide Interaction Coaches with guidance, calibration support, best practices, tools, and resources as the coaching program subject matter expert.
Collaborate with Customer Experience and organizational leadership to assess how effectively the customer intimacy strategy is demonstrated across phone, chat, email, text, and other channels.
Administer and optimize customer experience intelligence platforms, including system configuration, evaluation frameworks, analytics, reporting, and enhancements.
Facilitate calibration sessions and collaborative reviews to promote consistent interpretation of interaction standards, coaching expectations, evaluation criteria, scoring practices, and customer intimacy behaviors.