Review Vacancy
TitleCustomer Experience Manager
Occupational CategoryOther Professional Careers
Bargaining UnitPS&T - Professional, Scientific, and Technical (PEF)
Salary RangeFrom $81446 to $102661 Annually
Minimum Qualifications Basic Qualifications:
A bachelor’s degree and four years of customer service and/or client relations experience or an associate’s degree and six years of customer service and/or client relations experience. One year of the experience must have been at a supervisory level. The required professional experience may include performing activities such as Marketing, Project Management, Information Technology, and/or Business/Public Relations.
Preferred Qualifications:
Four years of leadership experience in driving customer experience transformation within a large organization a plus. Experience in the insurance or financial sector preferred.
Duties Description The New York State Insurance Fund (NYSIF) is seeking an experienced professional to serve as our Customer Experience Manager. Reporting directly to the Project Manager 3 in the Executive Project Management Office, the Customer Experience Manager will play a significant role in implementing NYSIF’s strategic goal of providing industry-leading products and services. Responsibilities include, but are not limited to:
• Act as a content expert on emerging customer experience trends and best practices;
• Research and implement website tracking tools to identify current patterns or issues. Analyze resulting data to provide Executive team with actionable recommendations;
• Measure and observe customer usage and satisfaction and incorporate those findings into product and service developments;
• Identify and implement industry best practices, strategies, and processes to support a best-in-class service experience;
• Facilitate relationships between business and technical teams, identifying business drivers and processes, understanding user-centric design, and providing technical expertise related to customer activity tracking tools;
• Work closely with key cross-functional stakeholders to improve customer experience, ensuring customer priorities are considered; and
• Drive continuous improvement and champion positive change to improve service levels and increase customer satisfaction.
Additional Comments The Civil Service title for this position is Customer Service Program Specialist 3.
Some positions may require additional credentials or a background check to verify your identity.