CX Communications & Engagement Specialist

Are you looking for more than just a job? Do you want to have a voice and feel a sense of belonging? At ICW Group, we hire innovative people who consistently adapt, grow and deliver. We believe in hard work, a fun work environment, and embracing creativity that only comes about when talented people collaborate to develop solutions. Our mission is to create the best insurance experience possible.

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for seven consecutive years as a Top 50 performing P&C company offering the stability of a large, profitable and growing company combined with a small-company entrepreneurial spirit. Our purpose-driven ethos provides team members with opportunities to contribute, develop, and belong.

The CX Communications & Engagement Specialistwill manage the implementation and on-going optimization of customer experience projects across the enterprise to drive Team Member (TM) engagement. This position will manage the adoption of customer experience as a priority within ICW Group. This position exists is to drive results and deliver tailored messages that create the desired impact.

This is a hybrid position working from home and in our Rancho Bernardo office.

WHAT YOU WILL DO

Develops and executes strategies to increase customer experience (CX) knowledge and adoption throughout the organization.

• Strengthens ICW Group brand through credibility building external CX related communications: press releases, strategic award pursuits, speaking engagements, earned media, guest blogs/by-lines; as well as direct to Agent and PH comms such as: CX webinars, and CSAT improvement initiatives.
• Develops 5-year strategic CX communication plans and annual tactical execution plans, including business case development, financial management and, (Return on Investment) ROI accountability.
• Measures and articulates quantifiable value of net CX Team Member programs, as it relates to business financial impact (i.e., revenue, customer retention, submissions, operational cost savings) both internally and externally (i.e., board of director "book", AM Best rating, earned media and annual project catalog).

Develops and executes a CX communication and engagement program aligned with Human Resources leadership.

• Administers and continuously optimizes a 12-month customer experience certification program to increase TM expertise and develop a cadre of Subject Matter Experts (SMEs) and advocates.
• Develops and executes a self-serve Intro to the CX certificate program, as well as other continuing education opportunities.
• Leads and manages Team Member CX engagement company-wide events/projects such as CX Day, guest speakers and CX task force exposition.
• Develops and delivers executive level presentations in support of high level CX projects, Key Performance Indicators (KPIs), strategic plans, Governance, and CX related corporate communication elements.
• Develops and deploys educational content and resources tailored for both senior leaders and mid-level managers to ensure CX maturity path evolution (e.g., How to use customer experience tools to drive needed change and achieve KPIs.)
• Develops flexible and sustainable TM multi-location communications and engagement solutions, as necessary. (e.g., blogs, newsletters, CX videos, CX content portal, CX catalog, white papers, CX 3D library, mini-training sessions, CX behavior reinforcement/recognition programs, CX desktop ticker, ICW news broadcast, CX Hero pin program).
• Develops and leads a multi-channel strategic internal communication plan, including the development of communication calculators to ensure 90% reach (TM message retention) and KPI achievement.

Drives company-wide adoption of Customer Experience.

• Under the director ofCX leadership, leads the execution and timing of the Customer Experience Change Management Plan. Ensures the utilization of, and continuously evolving, best in class methodology to shorten the change curve (e.g., recruiting for CX, onboarding, continuously learning touchpoints, cultural reinforcement, champion development, positive reinforcement, visibility/transparency).
• Executes comprehensive projects designed to drive adoption of customer experience as well as quantifiably increase the skill level across the organization.

Measures the adoption and on-going utilization of Customer Experience.

• Develops quantitative and qualitative assessments and identification of CX change readiness leading to tailored plan development for each phase/audience along the change curve: denial through acceptance and integration; innovators through laggards.
• Measures impact of engagement and communications programs against core performance metrics.
• Creates and manages measurement systems to track adoption, utilization and proficiency of individual projects and initiatives.
• Creates dashboards/scorecards, with enterprise-wide visibility, measuring ROI effectiveness and maturity path progress from Team Member and industry initiatives.

WHAT YOU BRING TO THE ROLE

• Bachelor's degree from a college or university required with a major in Business, Communications, or related field. Master's degree preferred.
• Minimum 6 years of experience in Communications, Customer Experience, or a Customer engagement-type role required with proven successes in implementing new creative campaigns as well as revamping outdated campaigns to be more in-line with current goals.
• Minimum 1-3 years of experience with transformational organization change efforts required.
• Minimum 3 years of experience leading teams and demonstrating direct and influential leadership skills required.
• Experience with Pardot, Salesforce.com, and Poppulo highly desirable.
• Project Management Professional (PMP) certification preferred.

KNOWLEDGE AND SKILLS

• Ability to build trust with executives, management, and team; overcome resistance in different settings and work cultures, influence stakeholders, and lead without formal authority.
• Excellent diagnostic and analytical thinking skills. Excellent presentation, oral, written, and interpersonal communications skills to effectively interact and consult with the organization's senior management, and internal and external business contacts.
• Proven ability to thrive in a high energy environment where tactical and strategic activities are expected to be driven in parallel.
• Strong negotiation, presentation, and communication skills.
• Demonstrated ability to understand and apply communications and engagement best practices to drive employee participation in customer experience activities.
• Superior attention to detail and the ability to successfully prioritize and manage multiple projects simultaneously.
• Must have a strategic orientation and be results driven. Ability to lead cross-functional teams and to oversee project support personnel.
• Experience in leading cross-functional team members via a matrixed organization. Advanced PowerPoint and Excel experience.

WHY JOIN ICW GROUP?

• A flexible work schedule, hybrid and remote opportunities
• Challenging work and the ability to make a difference
• You will have a voice and feel a sense of belonging
• We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans
• Want to continue learning? We'll support you 100%

ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.

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