Director, Operations Customer Experience

F&G is looking to hire for a Director, Operations Customer Experience position.

Job Summary

The Director, Operations Customer Experience (CX)position will focus on identifying opportunities to measure and improve the distribution partner’s experience in our Retirement, Protection and Owned Distribution segments. This position will conduct research, present findings, and make recommendations to ensure that Operational Moments of Truth, SLA’s and priorities are aligned with customer needs and wants.  The ideal candidate will have an agile, action-oriented attitude and not be afraid to be hands-on with research efforts, using various tools and methodologies to gather the important insights.

This is an exciting role for builders who are interested in deep diving into customer experience issues and being empowered to solve for them. While this role will eventually have direct reports, the initial focus is to build the discipline within F&G as an individual contributor and grow the team as needed. In this role, with a keen attention to detail, you will partner with a number of cross-functional teams to build forward thinking solutions that result in better experiences for our customers. This position reports to the AVP, Operations Relationship Management. 

Duties and Responsibilities

• Champion for our customers and advocates on their behalf on projects and across the business
• Design, develop, and manage a CX program roadmap that delivers on business goals
• Build a customer experience team that works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey
• Utilize a mix of customer research and analytical tools, such as surveys and Customer Focus Groups, to gather feedback from customers to learn more about their experience with the company. Review and analyze the feedback to make recommendations that ensures the operational strategy is aligned with customer needs and wants
• Responsible for designing, managing, and implementing CX research initiatives in support of strategic decisions, with a focus on Moments of Truth, customer satisfaction, and performance monitoring
• Deliver education and training that enables success of business leaders in achieving CX goals
• Understands and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems)
• Assures Voice of the Customer (VOC) feedback is available throughout the organization via dashboard design, reporting and presentations
• Partner with business counterparts to understand and align CX strategy to operational goals
• Directs and oversees the delivery, strategy, and maintenance of CX programs
• Manage Operations Communications and Presentations to ensure a consistent and professional experience for our distribution partners
• Maintain a balance between company policy and customer benefit in decision making and handle issues in the best interest of both customer and company
• Align with Relationship Management partners to ensure the feedback loop is complete and acted upon

Experience and Education Requirements

• Bachelor’s degree in a business field or equivalent experience
• Proven experience completing advanced CX data analysis; familiarity with statistical modeling and analytic tools (SPSS, SAS, R, SQL/Teradata, Qualtrics, etc.) a plus
• 8+ years of financial service experience or life insurance, annuity, retirement plans
• 8+ years of customer experience work including experience in selecting appropriate methodologies and research tools, creating personas, building insight reports and presenting insights to stakeholders
• 3+ years in a management or similar leadership role that includes direct reports

Preferred Experience

• Proficient understanding of life and annuity distribution partner back-office operations and experience serving distributing intermediaries

Skills and Abilities

• Demonstrated ability for strategic thinking and formulations of department objectives which align with and support the organization’s vision
• Deep understanding of common CX metrics and systems (NPS, CES, etc.)
• Ability to effectively communicate, influence, and interact with all levels, including Senior Management. Excellent verbal and written communications skills required.
• Demonstrates the ability to lead and develop leaders in addition to individual contributors
• Demonstrates commitment to personal and professional development by seeking feedback, remaining open to criticism and working through a personal development plan; demonstrates an openness to change
• Demonstrates continual learning, in order to provide innovation and creative ideas to problem solving
• Demonstrates the ability to recognize, develop and utilize talent within the organization
• Team player, excellent collaborator, and consensus builder
• Ability to manage competing priorities and facilitate agreement on priorities when necessary
• Excellent written and verbal communication skills
• Ability to establish and influence business relationships
• Collaborates effectively to get things done, building and nurturing strong relationships
• Inspires passion, commitment and drive for their team to deliver an experience that improves our clients' relationship with F&G
• Is confident in identifying solutions for new and existing clients based on their needs

Other Requirements

• Perform other functions, duties and projects as assigned
• Regular and punctual attendance

Some travel may be required (less than XX%)

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