layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

Manager, Advisor Experience at Osaic | LAYIQ

Customer Experience Strategy – align with corporate strategy and mission, socializing CX across the enterprise to help guide decisions and prioritization
Organizational Adoption of Customer Experience – facilitate overall CX program governance, working with cross-functional change agents to set expectations, cadence and governance of CX initiatives
Voice of customer Insights and Understanding - engage with customers quantitatively (ex-surveys) and qualitatively (ex. via committees, close-loop calls) to increase visibility of Voice of the Customer Program with customers and establish direct advisor connection
Customer Experience Design and Improvement – incorporate design thinking and co-collaboration with customers throughout end-to-end customer journey and personas
Customer Experience Metrics and Measurements – own governance for CX metrics to measure success, ex customer experience dashboard
Customer Centric Culture – Facilitate evolution of culture to understand what is important to customers and how the organization is performing relative to customer needs
Basic Requirements: Minimum 3-5 years in customer experience or financial services
Communication: Group Facilitation - ability to facilitate and guide groups, helping them find the answer and engage in co-creation of solutions, promoting understanding of how their roles are critical in delivering on the brand promise
Listening Skills - proficiency in active listening skills to broaden understanding, absorb different perspectives and help diffuse perceived obstacles and potential gaps in understanding
Analytical: Interpret Data - ability to interpret data and insights to objectively and consistently drive CX objectives
System Thinker - able to see the big picture as well as the details
Facilitation: Design Capabilities - ability to create or co-create visual models to help bring the objective from concept (or ideation) to reality for stronger engagement and understanding
Practices flexibility and a willingness to restate or reconsider points of view
Communicates and collaborates well within and across organizational level
Has exceptional problem solving-skills
Preferred Requirements: CCXP certification preferred
Proven track record driving positive change in a complex environment
Understands and can teach CX methods and tools (ex NPS, Customer Effort)
Design Thinker - Human Centered Design or Design Thinking methodologies to help guide continuity in a cohesive way
Customer Journey Mapping - ability to employ data and research to create Customer Journey Maps that help stakeholders “see” where the gaps and opportunities are to increase success
Key Performance Indicators : Net Promoter Score (% increase Year over Year)
Customer Effort (% increase Year over Year)
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Manager, Advisor Experience

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