Customer Experience VP

Our vision for the future is based on the idea that transforming financial lives starts by giving our people the freedom to transform their own. We have a flexible work environment, and fluid career paths. We not only encourage but celebrate internal mobility. We also recognize the importance of purpose, well-being, and work-life balance. Within Empower and our communities, we work hard to create a welcoming and inclusive environment, and our associates dedicate thousands of hours to volunteering for causes that matter most to them.Chart your own path and grow your career while helping more customers achieve financial freedom. Empower Yourself.As a Customer Experience VP, you will serve as a thought leader and be responsible for planning, influencing and driving innovative strategies for Empower’s Customer Experience function in support of achieving long term goals tied to accelerating revenue growth. You'll be responsible for building and leading the Customer Experience discipline, determining, and executing on scalable strategies, including mapping of the future state customer journey, and activating the organization based on the Voice of the Customer. The Customer Experience Vice President will lead collaboration and alignment across functional partners to create an optimal customer experience end to end.What you will do:• Establish, manage and analyze key metrics for desired customer experience across channels of delivery & functions aligned with brand values and multiyear financial business goals• Determines strategy and develops proactive solutions related to customer quantitative and qualitative metrics and trends that may be an issue.• Translate Voice of Customer efforts to inform strategy into actionable insights, product, communications and operational improvements, determining feedback loops across the organization.• Collaborate with business leaders and cross functional teams to integrate the Voice of Customer experience metrics and feedback into actionable decisions related to process, products and service offerings to improve customer usability, satisfaction and loyalty.• Determine “moments of truth” and primary drivers of satisfaction by working directly with customers and staying close enough to be able to tell both good and bad compelling stories to help drive our customer obsessed culture and initiatives.• Understand our clients, key challenges, industry trends, to help shape strategy aligned to our B to C, B to B, and associate experience.• Serves as a voice of the Customer Experience (CX) Office to external and internal partners and clients.• Develop and manage journey maps working across the organization on moments that matter.• Align roadmap touching customers across channels of delivery (web, phone, operations, field, and participant education) and drive go to market planning.• Leveraging brand and style guidelines, ensure consistency of experience across touchpoints.• Serve as the customer advocate in product/service/transformation initiatives to ensure resulting experience is aligned with brand experience and consistency across channels. Manage a unified customer centric roadmap that focuses on all aspects of the Empower experience and turns customers into advocates of our products, services and company.• Understand and manage critical relationships/dependencies with Empower Product, Phones, Operations, Technology, Segments, Digital Marketing (Putnam), Marketing (research, participant education, analytics), Finance, Empower Investments and Legal.What you will bring:• Bachelor’s degree in business or related area, or equivalent experience required• 10 years of relevant work experience required, preferably within financial services industry• Ideal candidates will possess a deep understanding of the marketplace including employers, employees and intermediary, and have a strong ability to influence internal and external clients and partners• Strong communication skills and presentation skills requiredWhat will set you apart:• 3-5 years of that experience within the Customer Experience discipline a plus• Ideal candidates will demonstrate organizational and professional savvy, along with the ability to successfully collaborate with all levels of management and staff• Ability to put yourself in the shoes of our customers• Proven ability to conceptualize new or abstract customer and market approaches as it relates to products and services• **Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time, including CPT/OPT.***What we offer youWe offer an array of diverse and inclusive benefits regardless of where you are in your career. We believe that providing our employees with the means to lead healthy balanced lives results in the best possible work performance.• Medical, dental, vision and life insurance• Retirement savings – 401(k) plan with generous company matching contributions (up to 6%), financial advisory services, potential company discretionary contribution, and a broad investment lineup• Tuition reimbursement up to $5,250/year• Business-casual environment that includes the option to wear jeans• Generous paid time off upon hire – including a paid time off program plus ten paid company holidays and three floating holidays each calendar year• Paid volunteer time — 16 hours per calendar year• Leave of absence programs – including paid parental leave, paid short- and long-term disability, and Family and Medical Leave (FMLA)• Business Resource Groups (BRGs) - internal networks that rally around common interest, experiences and identities such as race, ethnicity, gender, ability, military status and sexual orientation. BRGs play a vital role in educating and engaging our people and advancing our business priorities.Base Salary Range$168,500.00 - $244,325.00The salary range above shows the typical minimum to maximum base salary range for this position in the location listed. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation offered may vary from posted hiring range based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.Equal opportunity employer • Drug-free workplaceWe are an equal opportunity employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to age (40 and over), race, color, national origin, ancestry, sex, sexual orientation, gender, gender identity, gender expression, marital status, pregnancy, religion, physical or mental disability, military or veteran status, genetic information, or any other status protected by applicable state or local law.• **For remote and hybrid positions you will be required to provide reliable high-speed internet with a wired connection as well as a place in your home to work with limited disruption. You must have reliable connectivity from an internet service provider that is fiber, cable or DSL internet. Other necessary computer equipment, will be provided. You may be required to work in the office if you do not have an adequate home work environment and the required internet connection.***Job Posting End Date at 12:01 am on:12-21-2024Want the latest money news and views shaping how we live, work and play? 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