Product Client Experience Consultant - Remote

The Product CX Consultant will be responsible for driving improved client experiences across various initiatives. The role will be client-centric, serving as change agents to support the transformation of the organization to delivery quality solutions with measurable impacts on the client. The position focuses on and influences strategy alignment, risk management, stakeholder management, client experience and quality metrics. The CX Consultant will be responsible for executing closed loop processes, demonstrating impacts to the client experience and reporting to stakeholders and senior leaders.

• Identify, track and monitor opportunities to improve the client experience and develop action plans around opportunities.
• Serve as a cross functional change agent, collaborating with internal partners including Product, Marketing, Communications, Sales, Technology & Finance in an ongoing effort to ensure a holistic approach and delivery that is smooth and easy for clients to maneuver.
• Assimilate CX insights within product strategic planning.
• Complete client impact assessments/snapshots.
• Manage and lead client groups, driving strategy and program design; executing on the strategic plans; capturing insights; delivering on action plans and sharing results.
• Track key inputs and identify listening posts, measure product experiences and report to stakeholders.
• Measure client pilots; maintaining a reporting dashboard and a library of referenceable clients.
• Maintain an ongoing process for soliciting, receiving, and sharing client testimonials.
• Ability to train, teach and educate peers on Client Experience best practices and impacts.

Ten (10) years in Client Experience, or equivalent experience. Proven track record of delivering on key initiatives and experience in process improvement and Client Experience best practices.

Thorough knowledge of the financial services industry and related products and processes required.

• Ability to develop strong, client-centric materials.
• Mastery of Client Experience principles and best practices.
• Ability to analyze & assess data insights, converting data into action plans.
• Leadership skills that foster accountability, collaboration, alignment and teamwork.
• Client-centric mindset ensuring that results are achieved for both internal and external clients as solutions are launched to the market.
• Accomplished presentation skills and comfort presenting to clients and senior leaders.
• Organized self-starter, able to hold self and others to commitments.
• Capable of managing through ambiguity in complex environments.

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For California, Colorado and New York Applicants: In accordance with the Equal Pay for Equal Work Act, the expected salary range for this position is between:

$95,800.00 - $124,500.00

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

This position qualifies for the following benefits; Co-op Solutions offers a competitive Total Rewards package: 401(k) with generous company match, Health, Dental, and Vision Insurance options, Health Savings Account/Flexible Spending Account, Life Insurance, Short- and Long-Term disability benefits, Pregnancy and Parental Leave, Tuition Reimbursement, Paid Time Off (PTO), Paid Holidays, Community Volunteer Time Off, and an Employee Assistance Program.