Customer Experience (CX) Specialist at Horizon Farm Credit, ACA in MOUNT JOY, Pennsylvania

Job Description:

JOB DESCRIPTION



Are you passionate about enhancing the customer experience and driving customer-centric improvements in an organization?



Overview


Join Horizon Farm Credit as a Customer Experience (CX) Specialist. One position is available and qualified candidate may work in any available Horizon Farm Credit branch location. To view locations, click here Locations | Horizon Farm Credit. This position is eligible for a hybrid work schedule after 6 months of successful employment. Candidate may work 3 days at home and 2 days in the office. We are looking for an analytically minded individual who can combine their knowledge of CX with a passion for supporting the agriculture industry


Position Description:

As a Customer Experience (CX) Specialist, you will focus on understanding and improving our customers' journeys and experiences with Farm Credit. By leveraging voice-of-customer (VOC) insights, you will identify areas for improvement and highlight successes, helping to foster a customer-centric culture across our organization.


As a CX Specialist, you will:

• Manage all aspects of Qualtrics experience surveys, documenting and analyzing voice-of-customer (VOC) feedback and benchmark metrics to develop actionable insights for the organization.
• Provide customer experience (CX) reports to various stakeholders.
• Collaborate with department teams to identify experience improvement opportunities in Farm Credit's products, processes, or programs.
• Initiate and lead customer journey mapping at the organization.
• Recommend and execute strategies for customer market research projects.
• Promote a customer-centric culture at Farm Credit through CX educational training opportunities for our teams.
• Provide general support as needed to support the goals of the department.

Education:


Education and/or experience equivalent to a Bachelor's degree in business administration, marketing, statistics, or related field.


Experience:


Generally, three or more years of customer experience, market research, and/or data analysis experience.


Skills:

• Proficiency with customer experience tools such as the Qualtrics experience management platform, journey maps, and data analytics.
• Experience developing surveys and analyzing feedback.
• Effectively analyze and share customer insights; make recommendations based on the insights.
• Understands current CX trends and how they impact the association
• Strong written and verbal communication skills.
• Experience conducting customer interviews.
• Ability to foster open communication and collaboration with demonstrated listening and presentation skills.
• Strong knowledge of the agriculture industry is preferred.
• Ability to build internal and external networks
• Ability to travel for farm visits, branches, training, etc.
• Adaptable and flexible to a changing work environment.
• Prolonged periods of sitting or standing at a desk and working on a computer.
• Regular, predictable, and reliable attendance is required.

Who are we?

Horizon Farm Credit is an expert in agriculture, with over 100 years of serving rural America. As a premier rural lender, we're constantly growing and seeking new members for our team. As part of the Horizon Farm Credit team, you have the opportunity to make a difference for agriculture and rural communities.

What can we offer you?

We offer competitive compensation and benefits packages for full-time employees including:

• Medical insurance with dental and vision care options
• 401 (k) with significant employer matching
• Paid time off, holidays, and volunteer time to support work/life balance
• Tuition reimbursement and training opportunities
• Student loan reimbursement
• Leadership and career development opportunities
• Paid maternity and bonding leave
• Paid short-term disability
• Fun and inclusive work environment

Salary Range: $53,900 - $66,000, depending on previous experience.

Equal Opportunity Employer including veterans and individuals with disabilities. Apply Now