Sr. Customer Experience Consultant

The Standard • Virtual CA, CA

1d • $88,000 - $149,750

About The Position

The Sr. Customer Experience Consultant designs, orchestrates, and optimizes end-to-end customer journeys by connecting data, platforms, and people across a complex ecosystem of internal systems and customer connections. The role leads and collaborates with stakeholders at all levels to envision, create, implement, measure, and monitor The Standard’s customer experience program. It turns disconnected data into connected experiences that make customer interactions smarter, more relevant, and more trustworthy.

The consultant advocates for customers by applying customer and market insights, building cross-functional partnerships, and developing customer journeys through research, personas, and service blueprints. The role also defines and measures experience indicators, designs systems for collecting and analyzing interaction data, identifies customer lifecycle friction, and shares insights through engaging storytelling. It supports a customer-centric culture through communications, training, research briefs, experience artifacts, and analysis frameworks.

Requirements

• At least 8 years of Customer Experience practice, including customer research, persona development, customer journey work, service blueprinting, or human-centered design in group insurance or financial services.
• Experience with real-time data integrations across internal and customer systems.
• Deep customer experience expertise and hands-on understanding of integrated technology experiences, including customer implications of data integration such as API and EDI, and designing integration platforms at scale.
• Demonstrated ability to orchestrate complex omnichannel experiences involving high expectations for real-time data integrations.
• Ability to lead cross-functional conversations with product, technical, and executive audiences.
• Strong facilitation skills, including demonstrated ability to enable large working sessions with people at all organizational levels, including executive leadership.
• Knowledge and implementation experience across end-to-end customer experience accountabilities, including research, strategy, vision, design, management, measurement, and storytelling for change.
• Ability to exercise judgment in selecting methods, techniques, and evaluation criteria to obtain results.
• Customer-first mindset and analytical rigor in measuring what matters.
• 5–7 years of experience leading increasingly complex or large strategic or transformational projects or initiatives spanning multiple stakeholders.
• 5–7 years of experience leading or supporting company objectives to improve customer experience.
• Ability to network with key contacts outside one’s area of expertise and confidently engage in client- and partner-facing interactions.
• Resourcefulness, organization, independence, and comfort with ambiguity.

Nice To Haves

• Understanding of the U.S. employee-benefits domain, including group non-medical insurance benefits, employer lifecycle, and the benefits technology ecosystem such as Workday, ADP, UKG, PlanSource, or similar.
• Familiarity with relevant data-exchange standards such as LIMRA LDEx or other industry data standards.
• Adaptability: adjusts to changing circumstances and shifting priorities and embraces new technology.
• Customer focus: seeks to understand customer concerns and uses customer insight to help meet current and future needs.
• Improvement mindset: identifies opportunities to improve longstanding problems, the status quo, and team performance.

Responsibilities

• Consult for and advocate on behalf of The Standard’s customers.
• Use customer experience data, market research, and competitive intelligence to influence prioritization of activities and initiatives.
• Collaborate cross-functionally to collect, analyze, and share customer feedback and drive action and results.
• Build partnerships with business stakeholders and develop relevant stories to support customer experience improvements.
• Develop customer journey views through customer research, persona creation, and service blueprinting.
• Architect and manage complex omnichannel journeys to provide seamless, personalized experiences across touchpoints.
• Define, develop, and measure performance indicators aligned with overall experience metrics, and use them to improve customer experience across journey phases and moments of truth.
• Design and implement systems to collect, consolidate, and analyze customer interaction data, produce metrics, and identify improvement areas.
• Regularly share insights and results using creative methods and engaging storytelling to increase understanding and prioritization of customer experiences.
• Identify customer lifecycle friction points and drive solutions that improve data quality, flow, and timeliness.
• Develop activities, communication practices, and training modules that support experience management, including research briefs, experience artifacts, and analysis frameworks.
• Lead cross-functional conversations and facilitate working sessions with product, technical, executive, and other organizational audiences.
• Lead or support strategic and transformational initiatives intended to improve customer experience.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan with matching company contributions
• Annual incentive bonus plan
• Paid time off, including 11 holidays, 2 wellness days, and 8 volunteer hours annually; PTO increases with tenure
• Career growth and advancement opportunities
• Paid parental leave
• Adoption and surrogacy assistance
• Employee giving program with double matching for donations to eligible nonprofits and schools
• Competitive salary

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed