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Customer Experience Measurement Researcher (Hybrid)

companySecurian Financial Group
locationMinneapolis, MN 55406, USA
PublishedPublished: 1/25/2023
Full Time

*At Securian Financial the internal position title is Strategy and Innovation Consultant*

Position Summary:

The Customer Experience Measurement (CXM) Researcher will execute Securian’s CXM program under the guidance of the program manager. A strong interest and dedication to CXM coupled with influencing skills, executive presence, and unparalleled analytical capabilities will ensure the candidate’s success. This role will work with a cross-functional group of subject matter experts including business areas, customer analytics, technology, research, and experience designers, to help the organization use a wide variety of methods to show the tangible ROI of CX investments and programs. This role will help the organization leverage and model voice of the customer, operational and financial metrics to inform customer experience improvements.

Responsibilities include, but are not limited to:

  • Support the CXM program, working closely with the program manager, internal stakeholders, and external vendors to ensure that the program is delivering actionable insights that inform strategy and experience design.
  • Design and implement customer measurement research projects that follow program standards and meets business objectives.
  • Serve as a trusted partner and SME for internal teams who rely on CXM insights for continuous improvement.
  • Simplify complex data from multiple sources into actionable feedback.
  • Leverage effective storytelling to motivate teams and influence stakeholders.
  • Create and deliver compelling presentations and analyses that enable problem-solving, decision-making, and prioritization.

    Qualifications

  • Bachelor’s degree (B.A. or B.S.) and 3+ years relevant experience.
  • Expertise in CX measurement research methodology and study design – quantitative and qualitative analysis.
  • Experience linking CX data with data across the enterprise to deliver actionable insights.
  • Advanced capability prepping and joining discrete data sets across systems and tools.
  • Experience communicating technical content to all types of audiences with a proven track record of using insights to influence executives and colleagues by telling compelling stories.
  • Strong written, verbal, and oral presentation skills.
  • Excellent communication skills and influencing skills.
  • Ability to manage multiple projects and prioritize based on business needs and focus.
  • Ability to grasp the big picture and effectively drive change.
  • Embraces ambiguity and change.

    **This position will be in a hybrid working arrangement**

    Preferred Qualifications

  • Master’s in Behavioral Science (emphasis in research methods and statistical analysis) or similar advanced degree.
  • Financial services experience
  • Experience conducting text analytics preferably leveraging Clarabridge/XM Discover.

    Physical job requirements:

  • Ability to utilize keyboard, mouse, and computer for up to 8 hours per day
  • Ability to work at least 40 hours per week
  • Ability to utilize telephone for up to 8 hours per day
  • Ability to perform grasping tasks throughout the entire workday (examples: handwriting, grasping of equipment/machines, paper manipulation, sorting, folding, handling stacks of paper)

    Securian Financial has been around for 140 years. We’re committed to giving back to our community, donating 15,000 employee volunteer hours this past year. We also provide extensive resources to our employees for professional development and growth and a number of diverse professional and social opportunities throughout the company. There’s a reason our employees have voted us as a best place to work year after year! In addition:

  •   Generous paid time off. We want you to take time off for whatever matters most to you!
  •   Tuition reimbursement program. We value continuous learning at Securian!
  •   Company-funded pension plan as well as 401K retirement plan – great resources to secure your financial future.
  •   Continuous opportunities for new challenges.
  •   Variety of health plan options as well as dental and vision plans.
  •   Paid maternity/paternity leaves.

    Securian Financial Group, Inc. does not discriminate based on race, color, creed, religion, national origin, sex, gender identity, sexual orientation, age, marital or familial status, pregnancy, disability, genetic information, political affiliation, veteran status, status in regard to public assistance, status in a local human rights commission, or any other status or condition protected by local, state or federal law. If you are a job seeker with a disability and require an accommodation to apply for one of our jobs, please contact us by telephone 651-665-5522 (voice), 711 (telecommunications relay), or by email at EmployeeRelations@securian.com.

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    To view our legal statement click here

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