Contact Center Customer Experience Lead

Description

Citizens is seeking a Contact Center Customer Experience Lead who will drive the vision for exceptional service by delivering against Citizens’ brand promises. This role champions continuous improvement, elevates transparency through VOC analytics, and unites partners across the enterprise to deliver impactful change. Success comes from inspiring others, solving problems creatively, and turning data into improved experiences customers truly feel.

What You’ll Do:

• Set and drive the vision for servicing excellence
• Sponsor and directly own improvement initiatives derived from VOC analysis
• Directly conduct VOC analysis and be a subject matter expert on VOC data and trends for the Contact Center
• Promote transparency and prioritization of CX activities through reporting, integrated dashboards, and compelling storytelling
• Champion empowerment and continuous improvement mindset and practices
• Build partnerships with key stakeholders, across the Contact Center and throughout the larger enterprise, to facilitate cross-business delivery and thought leadership
• Embed CX impact analysis as part of opportunity-sizing and manage to expected outcomes

What We’re Looking For:

• Customer experience and customer service industry expertise
• Inspiring thought leader with ability to engage at all levels of the organization
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office Suite, specifically Excel and PowerPoint for data analysis, visualization, and presentment of findings
• Capable of building and maintaining effective business partnerships, and of influencing others towards the achievement of shared goals
• Ability to solve problems creatively, multitask, work under tight deadlines, and learn new concepts quickly

• Excellent planning, organizational and time management skills, and the ability to manage multiple priorities successfully

Hours & Work Schedule:

• Hours per Week: 40
• Work Schedule: Monday-Friday, 4 days on-site, 1 day remote

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.