Director of Customer Experience

Genworth • New York, NY

209d

About The Position

Join us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system - and we are deeply committed to a sense of belonging for all, in all phases of life. We're creating a new experience for care seekers and their families, bringing together long-term care options, resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us! CareScout is a division of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging.

Requirements

• Minimum of 10 years of experience, with at least 5 years in a customer experience leadership role.
• Experience in D2C selling model required and experience working in a marketplace selling/matching or ecommerce environment coupled with a call center highly preferred.
• Proficiency in CRM systems, customer feedback tools, data analytics platforms, knowledge of customer journey mapping software, and expertise in various research methodologies.
• A bachelor's degree in related field.
• Additional certifications in Customer Experience Management are a plus.
• Must be a meticulous planner, action oriented, and have exceptional critical thinking skills.
• Strong communication skills, problem-solving abilities, adaptability, leadership qualities, and a customer-first mindset.
• In-depth understanding of customer service best practices, customer experience trends, and regulatory compliance in customer data handling.

Responsibilities

• Create the principles and strategies for a customer experience that meets the needs of all consumer audiences for CareScout, communicating a compelling vision for the future of customer experience.
• Develop and implement company-wide initiatives that improve customer journeys and align to the company's goals and objectives.
• Build strong internal relationships, driving collaboration among internal teams to influence direction, align delivery, and celebrate shared successes.
• Aggregate customer feedback from all sources (surveys, phone calls, social media, etc) to understand needs and pain points - then create action plans for improvements.
• Use tools such as feedback platforms, CRM, and analytics software to monitor experiences, collect insights, and identify areas for improvement.
• Act as the voice of the customer throughout the organization; Be the guardian of the customer by critically analyzing their needs and informing company-wide strategies.
• Lead efforts with research partners to prioritize projects for greatest impact.
• Build and maintain up-to-date journey maps for all customer/buying flows.
• Surface opportunities for marketing and thought leadership as you dive into customer needs and experiences.
• Develop and monitor KPIs such as Net Provider Score, customer satisfaction scores as well as conversion and retention rates.
• Develop hypotheses, run experiments, iterate, and work with internal teams to implement winning ideas.

Benefits

• Competitive Compensation & Total Rewards Incentives
• Comprehensive Healthcare Coverage
• Multiple 401(k) Savings Plan Options
• Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
• Generous Paid Time Off - Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
• Disability, Life, and Long Term Care Insurance
• Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
• Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
• Caregiver and Mental Health Support Services

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Insurance Carriers and Related Activities
• Education Level: Bachelor's degree