Senior Consumer Experience Strategist (Remote)

The Gig

• Approach all work with a focus on fulfilling Businessolver's mission, vision, values, and organizational goals while fostering a positive team environment and an improved consumer experience.
• Responsible for timely and accurate service delivery and retaining a client book of business supported by cross-functional direct reports across all CX services. (Total Rewards, Custom Communications, BOR communications support and/or Activation Paths)
• Ensures all content, designs and creative concepts for employee communications align to the overall brand, business goals, relationship strategy aligned to sales/renewals, etc. and goal outcomes for managed book of business.
• Lead and develop integrated communication strategy for new and existing clients considering goals across multiple products. Expand recommendations to consider industry trends and insights.
• Holds team accountable for achieving KPIs.
• Responsible for enabling the CX team members in driving the adoption of best practices and self-service tools across book of business such as Sofia, MyChoice Benefits App, decision support tools & overall optimization best practices.
• Outline, pitch, influence and implement new and innovative ideas to bring new services and creative solutions to our clients and prospective clients.
• Engage with the onboarding, operations and sales partners to identify pricing considerations for renewal and upsell opportunities, handle client escalations when applicable or own process and workflow between departments.
• Act as client escalation point for CX service delivery concerns to provide oversight and drive delivery of key initiatives, ensuring all items are documented and addressed. Activate sales, client services and onboarding as needed.
• Leveraging project management software, monitor and complete tasks as assigned related to client projects by the assigned due date.
• Help manage project risks such as resource constraints or delayed timelines and develop mitigation plans.
• Participate in sales finalist meetings, engage in pricing and RFP responses, and partner with the sales team on prospect visits and scope of services presentation for clients with limited complexity.
• Manage and lead a team of cross-functional team members.