Implementation Consultant - Customer and Partner Approach

The Implementation Consultant - Customer and Partner Approach at Beneva is responsible for deploying customer experience design practices. This includes aligning member, partner, and employee needs with business goals to create seamless omnichannel insurance experiences. The role also involves conducting workshops, collaborating with various business sectors, and presenting design work to stakeholders.

Candidates for the Implementation Consultant - Customer and Partner Approach at Beneva should have at least a Bachelor’s degree in design, marketing, or a related field. Additionally, a minimum of seven years of relevant experience in customer experience design, along with expertise in behavioral research, design thinking, and strong communication skills, is essential.

As an Implementation Consultant - Customer and Partner Approach at Beneva, you will identify opportunities for improvement and innovation within the customer experience. This includes analyzing data, understanding competitive trends, and using design thinking to create optimal customer journeys that elevate client satisfaction.

An Implementation Consultant - Customer and Partner Approach at Beneva should be proficient in tools such as Microsoft Office Suite, Mural, and Miro. Familiarity with design and prototyping tools, alongside strong analytical abilities, is crucial for success in this role.

The work environment for the Implementation Consultant - Customer and Partner Approach at Beneva is dynamic and collaborative. You will be working in a matrix setting with various teams, focusing on high-impact projects, and engaging in regular teamwork and interaction with diverse professionals to drive effective customer experiences.

In my previous roles, I leveraged design thinking by facilitating workshops that embraced both divergence and convergence. I enabled cross-functional teams to co-create solutions by employing tools like empathy maps, journey maps, and prototypes, ensuring that we aligned with user needs throughout the process.

I believe in maintaining open lines of communication and actively seek input from stakeholders at every level. This involves scheduling regular check-ins, presenting findings and prototypes clearly, and fostering an environment where contributions are welcomed and valued.

I utilize a combination of market research, competitive analysis, and direct feedback from members and partners. By staying attuned to market trends and leveraging qualitative research methods, I can pinpoint pain points and highlight areas where innovation can significantly enhance the customer experience.

In one project, we faced significant resistance from stakeholders regarding design changes. I organized a workshop to demonstrate the impact of these changes using data and user feedback. By involving them in the process and showcasing potential enhancements, we transformed their concerns into collaborative support.

Maintaining a balance between timelines and quality involves setting realistic project milestones and regular progress checks. I prioritize tasks and use Agile methodologies to adapt to changes and feedback quickly, ensuring that quality is never compromised for the sake of speed.

Quantitative data provides invaluable insights into user behavior and preferences, allowing me to quantify impact and measure success. I often analyze metrics such as user engagement rates and conversion figures, using these insights to inform design decisions and iterations.

I regularly attend industry conferences, participate in webinars, and engage with professional networks. Subscribing to relevant journals and following thought leaders on platforms like LinkedIn also helps keep me informed about the latest trends and best practices in customer experience design.

I use storytelling to connect emotionally with my audience by framing the design narrative around the user's journey. This involves sharing real-life scenarios, outcomes, and data-driven insights, making it easier for stakeholders to understand the project's significance and engage with the concept.

Qualitative research is crucial as it provides depth and context that quantitative data cannot. It uncovers emotional drivers and motivations behind customer behavior, helping me understand their experiences on a more personal level and inform design decisions that resonate with them.

I would first seek to understand the root of conflicting feedback by facilitating discussions with the stakeholders involved. It's essential to clarify their concerns and motivations. From there, I could work to find common ground and prioritize feedback based on user impact and project goals.