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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Experience management within the financial services and insurance sectors, utilizing journey mapping and continuous improvement methodologies to enhance customer satisfaction and retention. Proficient in analyzing data to drive strategic recommendations and foster collaboration across teams.
Highest-signal resume keywords
Customer Experience ManagementJourney MappingData AnalysisInsurance Product KnowledgeIntermediate English Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Journey MappingData AnalysisContinuous Improvement MethodologiesCustomer Experience MetricsForecastingNPSCSATCESInsurance Product KnowledgeStrategic Recommendations
Soft Skills
Excellent Communication SkillsProactive MindsetCollaborative MindsetStrong Sense of Ownership
Tools & Technologies
CX Tools
Industry Keywords
Financial ServicesInsurance BrokerageInsurance CarrierInsurtechCustomer JourneyCustomer RetentionCustomer LoyaltyCustomer Delight
About the role
Key responsibilities & impact- Monitor EPS, map post-sales, assistance, and claims journeys.
- Identify improvement opportunities and lead initiatives focused on delivering an excellent experience for policyholders, brokers, and partners.
- Map and analyze customer, broker, and Economiário journeys, identifying opportunities to improve insurance products and services.
- Prepare forecasts and monitor EPS and REPs daily, managing metrics such as NPS, CSAT, and CES.
- Develop a strategic data perspective and turn insights into continuous improvement actions.
- Partner with Product, Operations, Sales, Marketing, and IT teams to implement improvements across the customer journey.
- Provide support to the call center.
- Develop and track customer experience and assistance metrics, focusing on retention, loyalty, and customer delight.
- Support the promotion of a CX culture across the company.
Requirements
What you’ll need- Experience in Customer Experience, particularly within financial services companies, insurance brokerages, or insurance carriers.
- Knowledge of journey mapping and continuous improvement methodologies.
- Analytical ability to interpret data and generate strategic recommendations.
- Excellent communication skills and the ability to work effectively with different teams.
- Proactive, collaborative mindset with a strong sense of ownership.
- Preferred: knowledge of the insurance market and CX tools.
- Experience working at insurance carriers, insurance brokerages, or insurtechs.
- Knowledge of insurance products, including auto, life, and homeowners insurance.
- Intermediate English proficiency.
Benefits
Comp & perks- Work Model: Hybrid (2 days onsite and 3 days remote)
- 7.5-hour workday
- Employment Type: CLT employment contract
- Position also open to candidates with disabilities (PwD)