Customer Experience Director

Company: Florida Peninsula Insurance Company
Location: Boca Raton
Posted on: September 15, 2020

Job Description:

Job Summary: Responsible for the organization's overall customer experience strategy to align to the company’s mission to provide best-in-class insurance and deliver responsive customer service in everything we do.

Job Duties:

Develops customer service strategies that assist the organization in meeting its business objectives to drive revenue and increase customer satisfaction and retention rates.

Designs and implements a common strategy that includes policies, processes, and procedures meant to improve productivity and customer satisfaction.

Monitor, track and analyze customer service performance across all teams to drive customer satisfaction.

Collaborates with other members of the executive management team to align departmental strategy or direction with the overall goals of the organization.

Develops policies, practices, and procedures that have a significant impact on the organization.

Leads and directs the work of the customer experience methodology.

Responds to customer concerns and reports issues to executive management.

Experience and Education:

Requires a bachelor's degree, MBA Preferred

10-15 years leading customer experience, marketing, communications or related field.

Demonstrated development and implementation of a comprehensive customer experience framework

Ability to develop and mentor others.

Ability to drive strategic direction.

Strong oral and written communication skills.

Ability to build collaborative relationships.

Ability to influence others.

Excellent customer service and interpersonal skills.

Keywords: Florida Peninsula Insurance Company, Boca Raton , Customer Experience Director, Other , Boca Raton, Florida