Sr. CX Specialist/Service Designer at Compeer Financial in Sun Prairie, Wisconsin

Job Description:

Compeer Financial is seeking collaborative, innovative and dynamic professionals to be a part of our Top Workplace culture!


Tell me more about this opportunity.


Position Overview:
This position leads the creation and enhancement of services, propositions, and experiences that genuinely address the needs of Compeer's clients and team members, while laying the groundwork for scalable client centricity. Provides expertise in understanding, mapping, and improving the end-to-end journeys of clients and prospects across both online and offline channels. Leads complex initiatives to gather insights on client wants, needs, and behaviors, and integrating these insights with internal processes, people, and technology. Collaborates with various teams to synthesize information, identify practical solutions, and prioritize changes that lead to measurable improvements for both clients and the business.


Essential Functions:

• Leads comprehensive client and employee research initiatives (deep dive inquiries) expertly employing advanced recruitment and customer experience (CX) research methodologies to derive detailed insights into client needs, preferences, behaviors, and the context for decision-making contexts for end-to-end journeys that incorporate both offline and online environments. Strategically partners with the research and insights team and manager of client experience to ensure the highest quality and accuracy of research approach, data analysis and interpretation, driving informed decision-making.


• Leads the mapping and documentation of end-to-end omnichannel client journeys and service blueprints. Creates detailed visualizations and maps and oversees junior team members' contributions to the creation of maps of the client journey across all channels, documenting the current state, future state, and service blueprints from the clients' perspective, while including processes and technology flows. Provides insights and guidance to ensure the accuracy and utility of these documents, and mentors team members in advanced mapping and visualization techniques.


• As required, maps processes and value streams to break down processes to illustrate where they integrate with client experiences and Business Technology solutions. Collaborates with teams to recommend improvements, identifying how processes add value or hinder the goals of the business and clients.


• Expertly leverages advanced project management methodologies to orchestrate and oversee the entire CX process, ensuring exceptional quality from research and insights to mapping current and future states, identifying and prioritizing opportunities, and creating comprehensive service blueprints.

Minimum Qualifications & Required Knowledge, Skills and Abilities:

• Bachelor's degree in business administration, finance, economics, agribusiness or related field or an equivalent combination of education and experience sufficient to perform the essential functions of the job.


• Minimum of 7 years of experience in driving CX initiatives, CX mapping, project and process improvement initiatives.


• Minimum of 5 years of experience actively leading or contributing to the definition, development, and delivery of large enhancements, new offerings, products, or services, with a strong understanding of client needs.


• Hands on CX expert with the ability to dive into details and work across all aspects of CX initiatives and concept development.


• Knowledgeable in ensuring the continuous improvement and evolution of CX initiatives, ensuring they are effectively integrated and refined by service delivery teams and client experience providers.


• Proven track record running CX initiatives, CX mapping, CX/UX/Service Design to improve end-to-end journeys.


• Skilled in designing and delivering complex, transformational enhancements to business service delivery or introducing new offerings, with hands-on expertise in driving CX approaches and principles.


• Ideally, experience from very early strategic project definition to detailed development and implementation of complex, omnichannel services.


• Possesses technical expertise in CX and demonstrated experience in setting up and leading multi-disciplinary CX projects, proficiently conducting tasks across the entire CX process from research and insights to mapping current and future states and concept development.


• Experienced in managing projects from early strategic phases through to detailed development and implementation of complex omnichannel services.


• Utilizes an end-to-end, outside-in, client-centric toolkit and skillset to address varied problems across different service and technology scenarios or industries.


• Ability to identify patterns and trends across disparate sources of information and translate those into meaningful insights.


• Proficient in project management, capable of leading journey mapping activities and executing plans. Skilled in creating project plans, meeting deadlines, and adjusting to changing priorities.


• Strong financial acumen to evaluate and prioritize initiatives that improve client experience and business outcomes.


• Experience in building or supporting differentiated tiers of service or unique client segments.


• Proven ability to use data to drive decision-making, create actionable plans, and implement changes.


• Experience leading journey mapping activities and making journey improvements, ideally within financial services, healthcare, or other industries that maintain long-term client relationships.


• Strong ethical grounding and interpersonal skills, contributing positively to team dynamics.


• Flexible team player committed to hands-on work to make a significant impact.


• Ability to foster an atmosphere of openness, trust, collaboration, and support, with a passion for customer experience excellence.


• Strong communication skills, able to express ideas fluently and logically, and open to input from others.


• Valid driver's license.

Who is Compeer Financial?
Compeer Financial exists to champion the hopes and dreams of rural America. By joining our team, you will help empower those in agriculture and rural communities to achieve their goals and expand their possibilities. We embrace business agility and innovative approaches to serving our clients and communities.


Why join our team?

• Amazing team members who are passionate about serving agriculture and rural America.


• Investment in our team members' education, growth and development.


• Engagement in our communities through giving back and volunteerism.


• Flexible, collaborative and dynamic work environment.


• Great benefits:
  
  
  • Medical, Dental, Vision insurance
  
  
  • 401K (3% Compeer contribution & up to an additional 6% match)
  
  
  • Paid time off (vacation, sick leave, holidays, volunteer time)
  
  
  
  

Find out why our team members choose Compeer Financial by watching this video.


How do I apply?
Qualified candidates, please apply online at www.compeer.com/careers.


Compeer Financial is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.


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