Customer Exchange Program Experience Owner - (Hybrid in Madison, WI) Job at CUNA Mutual Group
This position refines, drives, and owns the Customer Exchange Program Experience consistently across all B2B channels. That is, Credit Unions, Fintech’s, New Markets and Other Channel Partners.
The role continues to enhance and scale the customer exchange program experience as a key strategic asset to help drive results, position CUNA Mutual Group as a continued thought leader, and develop and deepen customer relationships. This includes managing the overall experience from a strategic perspective working with both sales and other CUNA Mutual Group leaders to influence ongoing process improvement, messaging, speaker, and facilitation support. This role leverages technology for insight collection, ongoing engagement, measurement, and reporting.
Job Responsibilities:
- Lead the overall customer exchange program experience from strategic perspective to create scale and process improvement across all channels at both exchange program locations in Madison and on the road.
- Understand the needs of the different B2B customers to ensure a tailored and consistent experience.
- Work with key sales and other CUNA Mutual Group Leaders to ensure that the customer exchange program experience is integrated effectively across customer touch points and with other external events as required.
- Work with key stakeholders to identity and build a strong pool of speakers and facilitators.
- Help develop and update key messaging themes based on current marketplace/customer challenges
- Influence key CUNA Mutual Group Leaders on seeing the value of this Customer Exchange Program which in turn will create a consistent pool of facilitators and speakers.
- Leverage current and future research to implement ongoing enhancements and best practices.
- Ability to leverage existing technology to ensure that the experience is tailored and create a more program driven vs event driven approach along with providing an efficient way to share best practices and important customer insights back with both Sales and CUNA Mutual Group Leaders.
- Provide tactical support to Customer and Partner Exchange Consult that could include facilitation and logistical support as needed.
- Ongoing continued improvement to dashboards for measurement and reporting to Sales Leaders.
- Ability to analyze key trends/metrics for future refinements and enhancements and share back to key leaders to help influence change.
The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.
Job Requirements:
- Work location hybrid Madison. Residence location in Madison area.
- Bachelor’s degree in Business Administration, Marketing, Sales, or related field.
- 8+ years of generally related experience in a combination of B2B sales, marketing, or CX.
- Strong understanding of B2B sales environment with the ability to ensure effective messaging to support a tailored experience
- Ability to critically think on future enhancements based on analysis of internal metrics and external trends.
- Excellent facilitation and presentation skills in various type of customer facing settings.
- Proven track record of influencing change at executive level by leveraging excellent written and verbal skills.
- Strong understanding of process and project management skills to help implement ongoing enhancements.
- Importance of being an active listener to proactively solve business challenges.
- Ability to be both flexible and collaborative in a team-oriented environment to achieve desired outcomes.
- Proven ability to manage multiple projects and tasks to successful completion.
- Previous experience in leading people that helped create a positive, diverse working environment.
- Ability to manage ambiguity
- Strong time management, planning and problem-solving skills.
- Up to 5-10% travel.
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Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.
Base Salary Range:
CUNA Mutual Group’s insurance, retirement and investment products provide financial security and protection to credit unions and their members worldwide. As a dynamic and growing company, we strive to create a culture of performance, high standards and defined values. In return for your skills and contributions, we offer highly competitive compensation and benefit packages, significant professional growth, and the opportunity to win and be rewarded.
Please provide your Work Experience and Education or attach a copy of your resume. Applications received without this information may be removed from consideration.
Accommodation Request
At CUNA Mutual Group we believe in fostering an inclusive environment where everyone can bring their best self and thrive. If application or interview process accommodations are needed please notify us at
talentacquisition@cunamutual.com
.
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