Customer Experience (CX) Strategist

Verisk Analytics • Jersey City, NJ

255d • $85,000 - $125,000 • Hybrid

About The Position

We are looking for a customer-obsessed, growth-oriented CX Strategist to help manage day-to-day customer experience support and operations. This role requires strategic thinking, project management, and analytical skills to drive customer engagement and improve experiences. This role reports to the CX Program Manager. This role is hybrid with 2 days in our headquarter office located in Jersey City, NJ.

Requirements

• Bachelor's degree.
• 3-4 years of experience in B2B Customer Experience, Customer Insights, or Voice of Customer (preferably in the IT or SaaS industries).
• Knowledge of customer experience software and reporting platforms (e.g., Medallia, Salesforce, Qualtrics) a plus.
• Knowledge of CX and VoC best practices and metrics (NPS, CSAT, CES).
• Analytical mindset with the ability to interpret complex data and drive insights.
• Proficiency in Microsoft Office and project management tools (e.g., Jira, WorkFront, PPM Pro).
• Innovative and creative thinker: pioneer who embraces bold ideas.
• Team player: high EQ, low ego, resourceful, frugal; treats resources as their own.
• “Let's go” attitude: optimist, contagious enthusiast, sees the upside.
• Accountability matters: drives for results as coach and team player; bias to outcomes.
• Exhibits aptitude: always learning and growing; constantly tries new experiences.
• Adaptable: works quickly and nimbly; able and willing to wear multiple hats without hesitation; resilient.
• Grit: passionate, self-directed, and motivated; demonstrates endurance.

Responsibilities

• Support enterprise-wide customer feedback initiatives and communicate insights to senior stakeholders.
• Monitor and analyze customer sentiment across all touchpoints.
• Function as a backup liaison between internal teams and external platform vendor.
• Become a platform expert, handling stakeholder inquiries and training.
• Support management of account team meetings.
• Help in the design and management of new digital customer surveys to support continuous improvement.
• Oversee internal ad hoc survey requests across product, HR, and marketing.
• Demonstrate initiative through recommending and implementing process improvements that further the CX strategy.
• Conferring with team members to provide advice, counsel, and resolve problems.
• Collaborate with the CDO team to enhance customer sentiment reporting.
• Partner with peers across an organization to build and support operational processes, data quality, reporting, and technology infrastructure.

Benefits

• Work flexibility and the support, coaching, and training you need to succeed.
• Recognition as a Great Place to Work® for outstanding workplace culture.
• Opportunities for learning and growth.
• Commitment to inclusivity and diversity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree