Experience Strategist (REMOTE)

By | October 11, 2022

Job Responsibilities : Experience Strategist (REMOTE)

Salary : $98700 per year

Company : GEICO

Location : Remote US

Are you passionate about creating delightful and seamless user experiences and crafting a better future? Join our diverse team of customer experience researchers product owners and user experience professionals on a mission to transform innovate and reimagine insurance.

The Experience Strategist role is an exciting new position housed within our Customer Experience and Customer Relationship Management (CRM) team that is critical to stewarding the customer agent and employee experience across Payments Policy changes Claims and Sales.

This role will work closely with a team of cross-functional and interdisciplinary leaders that are focused on integrating a CRM platform across the organization. As the CRM platform gets deployed the Experience Strategist will be responsible for ensuring that the customer and agent perspectives are kept at the center of this journey-led digital transformation. You’ll work to make it easy for our customers to get a quote manage their policies and get help during a claim while also supporting the agent experience.

A successful Experience Strategist will be able to use their experience to influence and guide others to help set customer centric strategic direction for a solution and support the execution ensuring alignment to long term strategy and essential business outcomes.

Key Responsibilities:

  • Experience in seeding innovation methodologies and mindset in a large organization.

  • Under limited direction this mid-level individual contributor role leads and supports engagements focused on both Customer Experience (CX) and User Experience (UX) Strategy by conceptualizing and creating large-scale digital and non-digital experiences and applications.

  • Acts as a project leader analyzes business metrics customer insights and/or product data and helps to defines the holistic CX strategy for solutions through facilitating Design Thinking workshops to understand and elicit requirements to create seamless end-to-end experiences.

  • Owns the end-to-end experience for an assigned project or task directing all phases of a specific experience or group of experiences from design research through execution.

  • Leads the development and maintenance of research and/or experience strategy plans for assignments and roadmaps for strategic initiatives.

  • Assists in leading the process and analysis of business metrics data Key Performance Indictors (KPIs) across internet self-service metrics contact center metrics Interactive Voice Response (IVR) metrics and other relevant data sources.

  • Collaborates with CX Research to review qualitative and quantitative research insights from activities including but not limited to usability testing ethnographic interviews card sorting and focus groups to derive themes friction points and areas of opportunity relating to the assigned project or task.

  • Translates experience objectives into tangible meaningful and useful solutions across digital and physical products services and spaces.

  • Develops plans and effectively facilitates Design Thinking Workshops and/or internal meetings virtually or in-person within a cross-functional and interdisciplinary team.

  • Creates and maintains visual artifacts such as sketches wireframes personas journey maps service design blueprints user flows and frameworks to assist with understanding current and future state experiences across digital and physical products services and spaces.

  • Designs and reviews CX presentations to management and presents strategic recommendations and/or relevant program updates to management.

  • Coaches’ others how to best utilize customer experience tools and platforms including but not limited to MURAL Quantum Metric UserTesting.com and Qualtrics.

Candidate Qualification:

  • B.A/B.S. or higher in Human-Centered Design Human-Computer Interaction Information Technology Psychology Anthropology Marketing Communications Business Management or a related field preferred.

  • A CX/UX certification from Nielsen Norman Group (NN/G) Forrester Human Factors International (HFI) or similar preferred.

  • Minimum of 5 years of experience as a customer experience specialist service designer or similar role focused on digital products.

  • Must be able to with or without accommodation perform the essential functions which include but are not limited to seeing hearing typing and speaking

  • Must be able to speak in a professional manner by telephone

  • Must be able to follow complex instructions resolve conflicts or facilitate conflict resolution and have strong organization/priority setting skills

  • Must be able to multi-task

  • Must be able to learn and apply large amounts of technical and procedural information

  • Extensive background in task-based usability testing both moderated and unmoderated particularly in a remote setting.

  • Portfolio that illustrates how you have used CX frameworks to influence and inform strategic decision-making for digital products.

  • Passion for understanding the latest innovations in behavioral science research methods and CX and applying these to your work.

  • Be a team player. Be proactive about partnering with others and get excited about pitching in to handle anything – large or small.

  • Excellent organizational and project management skills.

  • Must be able to demonstrate a capacity for learning technical usability and/or business-related concepts and adapting to new technologies quickly.

  • Expertise in research ethics and best practices for human subjects to protect participants and control bias including informed consent personally identifiable information NDAs and related concepts.

  • Experience in seeding innovation methodologies and mindset in a large organization.

  • Ability to travel up to once a month 3 days at a time.

Salary commensurate with experience. Selected candidates for this position will be hired as: Experience Strategist; Senior Experience Strategist or Lead Experience Strategist.

Benefits:

At GEICO we make sure you have the support and resources to leverage and develop your skills secure your financial future and take care of your health and well-being. GEICO continually seeks to provide a workplace where everyone can be their authentic self. To help achieve this goal we support associate-led Employee Resource Groups that foster a true sense of community. Through GEICO’s competitive benefits offerings and various training and development opportunities we have you covered with our Total Rewards Program* that includes:

  • Premier Medical Dental and Vision Insurance with no waiting period**

  • Paid Vacation Sick and Parental Leave

  • 401(k) Plan

  • Tuition Reimbursement

  • Paid Training and Licensures

  • Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.

**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

GEICO is proud to be an equal opportunity employer. We are committed to cultivating an environment where equal employment opportunities are available to all associates and job applicants regardless of race color religious creed national origin ancestry age gender pregnancy sexual orientation gender identity marital status familial status disability or genetic information in compliance with applicable federal state and local law. GEICO celebrates diversity and believes it is critical to our success. As such we are committed to recruit develop and retain the most talented individuals to join our team.

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