Senior Customer Experience Specialist

We are searching for a Senior Customer Experience Specialist on behalf of our client. This is a 1 yr. contract assignment. (W-2) The person in this role will lead the development, implementation, and ongoing management of customer experience strategies to increase and improve service levels, customer retention, efficiencies, and profitability across all business lines.

The person will act as voice of the customer in all programs and company efforts and owns the overall customer experience. This position works cross functionally and has both a strategic and hands on elements which includes direct customer interactions as well as leading cross functional teams. The person's success will be measured by improvements in customer value, satisfaction, loyalty (repeat business), and retention.

Location: Pensacola, FL 32520- Miami, FL 33134 - Or Juno Beach, FL 33408

This is a 1 yr. contract assignment. (W-2)

Position Specific Description

• The case management customer experience specialists will collaborate with stakeholders to both analyze and optimize case creation logic and the case management platform (priorities, assignment, management, etc.).
• This position will own designs and manage the end-to-end user and customer experience for case creation and case management aligned with XD program goals.
• Will implement customer-centric strategies and measure performance using metrics and KPIs.
• Will collaborate with cross-functional teams to define product requirements and features that align with user and customer expectations.

Job Duties & Responsibilities

• Leads cross functional team to develop and implement comprehensive customer experience model
• Implements means to cost effectively measure customer satisfaction across all business lines
• Designs and supports user experiences, system enhancements and process changes as well as develops requirements, performs system testing and ensures business goals are met.
• Acts as a change agent by engaging stakeholders cross functionally and advocating for improvements and adoption of changes Leads customer retention initiatives across all business lines
• Coordinates across sales, marketing, operations and customer service to manage all customer interactions Develops customer life cycle touch point maps to drive customer processes
• Develops and implement ongoing plan to capture voice of customer and use findings to drive improvements Interacts with customers to improve customer satisfaction and retention

Required Qualifications

• Bachelor's or Equivalent Experience
• Experience: 4+ years

EOE of Minorities / Females / Vets / Disability.

FL: 17298