Customer Experience (CX) Specialist in Lincoln, RI at Amica

Date Posted: 1/17/2021

Job Snapshot

Job Description

Life Customer Experience Specialist
Life Marketing
10 Amica Center Blvd, Lincoln, RI 02865

Want to provide customers with solutions for life?
The feeling is mutual.

Responsibilities:

• Work closely with the CX Officer and enterprise Digital Solutions (DS) group to develop and manage efficient procedures and workflows for the digital content life cycle, including creation and revision.
• Identify customer profiles and map customer journeys to highlight gaps in CX across all touchpoints, for all types of interactions, transactions and engagements – from research/purchase to policy maintenance/customer service.
• Liaise with internal teams to ensure that gaps in the customer experience – wherever they occur in the journey – are in line with our CX principles.
• Communicate regularly with internal stakeholders and customer-facing teams to identify gaps and opportunities, if any in the experience.
• Highlight business process improvement opportunities to ensure the customer has a seamless experience.
• Ensure the CX strategies are aligned to the larger marketing and business goals and outcomes.
• Collect, track and analyze customer feedback and suggest process or other improvements based on the insights gathered.
• Work with all appropriate teams to ensure a seamless buying experience with the website and mobile app.
• Review new technologies to keep the company current and at the forefront of developments in CX.
• Other duties and projects as assigned.

Requirements:

• Bachelor’s degree in Marketing, Business Management or a minimum of 2 years’ experience in a CX role.
• Excellent project management skills, with a demonstrated ability to consistently prioritize and manage multiple tasks.
• Outstanding communication skills across numerous platforms including written, verbal and multi-media.
• Strong understanding of current online marketing concepts, trends, strategies and best practices.
• Proficiency in Google Analytics and Microsoft Office suite required.
• Proficiency with different social media platforms.
• Highly motivated and can work independently, detailed oriented, organized and efficient.
• Team player; ability to work well and be flexible within marketing team and other departments throughout Amica Life and Amica Mutual.
• Creative problem solver, passionate about winning and achieving results.

About Amica
Amica Mutual Insurance Company is America’s oldest mutual insurer of automobiles. A direct national writer, Amica also offers home, marine and umbrella insurance. Amica Life Insurance Company, a wholly owned subsidiary, provides life insurance and retirement solutions. Amica was founded on the principles of creating peace of mind and building enduring relationships for and with our exceptionally loyal policyholders, a mission that thousands of employees in offices nationwide share and support.

Equal Opportunity Policy: All qualified applicants who are authorized to work in the United States will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, family status, ethnicity, age, national origin, ancestry, physical and/or mental disability, mental condition, military status, genetic information or any other class protected by law. The Age Discrimination in Employment Act prohibits discrimination on the basis of age with respect to individuals who are 40 years of age or older. Employees are subject to the provisions of the Workers' Compensation Act.

#LI-AB1

HP15

*cb*