CX Product Specialist

CX Product Specialist

SFM - The Work Comp Experts

Work somewhere you love

SFM is unique in that we are small enough that your voice is heard but has all the benefits and perks of a larger employer. We value your opinion, help you reach your goals, and make it easy for you to maintain work-life balance. SFM is committed to creating the best work environment and believes that our exceptional and motivated employees are our greatest strength. SFM emphasizes work life balance, and our benefit package is designed to assist you navigate your work-life journey.

Our benefits include:

• Affordable Medical, Dental, Vision Insurance, HSA, FSA
• Flexible hybrid work environment
• Traditional and Roth 401(k) plans with company match
• Company contributions to help pay off student loans
• Monthly home internet allowance
• Free life insurance, STD & LTD
• Opportunities for annual gainshare bonus
• Pet insurance
• Generous PTO
• 9 paid holidays
• Paid parental leave
• Annual company-wide volunteer day
• Discounts on gym memberships, fitness apps and weight loss programs
• Adoption financial assistance

Visit our careers page to learn more about working at SFM

About SFM

Since 1983, our mission has been to be the workers' compensation partner of choice for agents, employers and their workers. In that time, we've expanded to well over 25,000 customers in the Midwest and grown our offerings to include vocational rehabilitation, loss prevention, medical services and more. Though much has changed through the years, our focus continues to be unrivaled customer service, safety, and providing better outcomes for employers and injured workers.

The role

The CX (Customer Experience) Product Specialist is a new position being added to SFM's UX Department to support our customers in the usage of our digital products. You will work within the UX team and provide customer service and customer experience analysis to promote, support and train on current digital products while also seeking out future improvements. In this role, you will lead training and provide digital product support to various insurance agencies and SFM's policyholders as well partnering with internal stakeholders to ensure the products are being used to their fullest potential. You will collect customer feedback regarding the digital products and assist the SFM UX team on product enhancements. This position offers hybrid work and will need to report in to the Corporate Headquarters in Minneapolis, MN.

What you will be doing

1. Provides training to end users of the company's digital products to gain maximum value via in-person or virtual sessions. Collects feedback from these sessions and collaborates with UX team to report potential areas of improvement.
2. Collaborates with other members of the UX team to identify and define enhancements that make our digital products more valuable and easier to use for customers.
3. Provides support to business unit teams by attending prospect and other visits to demonstrate our digital products to potential customers.
4. Develops and maintains a high level of expertise into how our digital products operate and are used by customers in order to answer customer questions and provide support when needed.
5. Takes incoming reports of issues with SFM web applications and works to reach immediate resolutions to these issues. Also logs reported issues and identifies opportunities to put longer-term solutions in place.
6. Provides education and acts as a resource for internal staff on our digital products.
7. Assists in generating and maintaining internal- and external-facing help documentation for our digital products.
8. Monitors industry publications and engages with insurance industry professionals outside of our organization to stay up to date in digital product strategy in the carrier and agency environments.
9. Collaborates with the Information Services team and UX team on digital product development and maintains a deep understanding of how we monitor performance, test functionality, and create a secure experience.
10. Collaborates with UX team to monitor analytics and usage trends of digital products. Uses this information to suggest improvements for both increased usage and functionality.
11. Researches competitors' capabilities and offerings and proactively suggests investments that SFM can make to maintain a competitive advantage using digital products.
12. Monitors advancements in technologies that may assist to improve our customer experience and ease of doing business.
13. Learns and understands SFM business processes and customer journeys, and how they integrate with digital products.

What we will love about you

• Bachelor's degree preferred.
• 2+ years in a customer-facing role, such as a customer success representative, account team member, support specialist, or technology trainer or similar position.
• Experience working within the insurance industry is a plus.
• Experience working with insurance industry software and web applications preferred.
• Experience providing technology training and/or support preferred.
• Strong written and verbal communication skills with the ability to effectively present in both large and small group setting's
• Excellent time management and organizational skills.
• Must have a desire to learn and develop expertise in a variety of areas as needed.
• Strong passion for technology and a strong aptitude for business strategy.
• Able to see the big picture and be a creative thinker.
• Ability to be both strategic and tactical in day-to-day interactions.
• Demonstrated knowledge of digital channels and platforms (e.g., web, mobile, client PC, partner products, social, video).
• Strong understanding of technologies utilized in the industry and the ability to see their impact.
• Strong ability to convey technical concepts in a clear, understandable way.
• Proven experience in providing excellent customer service to internal and external customers.
• Self-starter who works well independently and within a team.
• Proficient in MS Office software applications (Excel, Word, etc.).

Physical Requirements

Work takes place in a semi paperless environment within an office setting or home office setting, using standard office equipment such as computers, phones, photocopies, which requires being stationary for extended periods of time. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms and work with close vision. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds. Work is performed indoors with little to no exposure to extreme outdoor weather conditions.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Join us

Watch videos to learn more about SFM's careers and culture.

SFM Mutual Insurance Company and each of its parent companies, subsidiaries and/or affiliated companies are Equal Opportunity/Affirmative Action Employers. All employment decisions are made without regard to race, color, religion, sex, national origin, age, sexual orientation, marital, familial, or veteran status, medical condition or disability, or any other legally protected classification.

SFM Companies, EEO/AA Employers. SFM is a participant of E-Verify. Applicants have rights under Federal Employment Laws.