Sr. Customer Experience Consultant

The Standard • Portland, OR

4d • Remote

About The Position

The Standard is seeking a Customer Experience (CX) practitioner who combines customer empathy with technical fluency. This role is responsible for designing, orchestrating, and optimizing end-to-end customer journeys by connecting data, platforms, and people across a complex ecosystem of internal systems and customer connections. The position will lead and collaborate with key stakeholders at all levels to envision, create, implement, measure, and monitor the CX program. This role aims to transform disconnected data into connected experiences, making every customer interaction smarter, more relevant, and more trustworthy.

Requirements

• 8+ years of Customer Experience practice, including customer research, persona development, customer journey, service blueprinting, or human-centered design in group insurance or financial services.
• Experience with real-time data integrations across internal and customer systems.
• Deep CX expertise paired with hands-on understanding of integrated technology experiences, including familiarity with data-integration implications for customers (e.g., API, EDI) and designing integration platforms at scale.
• Demonstrated ability to orchestrate complex, omnichannel experiences charged with high expectations from real-time data integrations.
• Ability to lead cross-functional conversations with product, technical, and executive audiences.
• Proficient, confident, and creative facilitator with demonstrated ability to enable large working sessions with individuals from all levels within the organization, including executive-level leadership.
• Knowledge and implementation of end-to-end CX accountabilities, including research, strategy, vision, design, management, measurement, and storytelling for change.
• Ability to exercise judgment in selecting methods, techniques, and evaluation criteria for obtaining results.
• A customer-first mindset with the analytical rigor to measure what matters.
• 5-7 years of experience leading increasingly complex or large strategic or transformational projects or initiatives that span multiple stakeholders.
• 5-7 years of experience either leading or supporting company objectives to improve customer experience.
• Ability to network with key contacts outside own area of expertise.
• Ability to confidently engage in client and partner-facing interactions.
• Resourceful, organized, independent, and comfortable 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 (e.g., Workday, ADP, UKG, PlanSource, or similar).
• Familiarity with relevant data-exchange standards (e.g., LIMRA LDEx or other industry data standard).

Responsibilities

• Consult and advocate for The Standard’s customers by leveraging customer experience data, including current customers, market research, and competitive intelligence, to influence prioritization of activities and initiatives.
• Collaborate cross-functionally with stakeholders to collect, analyze, and share feedback across the organization to drive action and results.
• Create strong partnerships with key business stakeholders to build relevant stories to improve the customer.
• Develop views of customer journeys through customer research, persona creation, and service blueprint definition, drawing upon a robust understanding of customer experience as a practice.
• Architect and manage complex, omnichannel journeys, ensuring seamless, personalized experiences across touchpoints.
• Define, develop, and measure performance indicators aligned with overall experience metrics to continuously refine and improve the customer experience across journey phases and moments of truth.
• Design and implement systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement.
• Share insights and results on a regular basis, using creative methods and engaging storytelling to increase understanding and prioritization of customer experiences.
• Identify friction points in the customer lifecycle and drive solutions that improve data quality, flow, and timeliness.
• Contribute to a customer-centric culture by developing a range of activities, communication practices, and training modules that enable the practice of experience management (e.g., research briefs, experience artifacts, and analysis frameworks).

Benefits

• Medical, dental, and vision insurance
• 401(k) plan with matching company contributions
• Annual incentive bonus plan
• Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually (PTO increases with tenure)
• Paid parental leave and adoption/surrogacy assistance
• Employee giving program that double matches donations to eligible nonprofits and schools

What This Job Offers

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