Customer Experience Strategist

Job Description:

OVERVIEW:

The Fund is seeking a seasoned Customer Experience Strategist to elevate our CX initiatives by designing and implementing strategies that improve the overall customer experience. This role involves deeply understanding customer needs, behaviors, and preferences to develop actionable solutions that enhance satisfaction and loyalty. The strategist will use tools like Medallia to capture customer sentiment, analyze journeys, and collaborate with other teams to ensure a consistently positive experience across all touchpoints. Key responsibilities include analyzing customer feedback and market research, identifying pain points, and proposing strategies that drive improvements, increase Net Promoter Scores (NPS), and build stronger loyalty among our core customer base: real estate attorneys.

WHO IS THE FUND:

As a membership-driven organization, it supports a customer base of nearly 4,000 real estate attorneys across Florida. The Fund offers a range of services, including title production, legal education, and software solutions to streamline processes for attorneys. With a strong emphasis on legal education and maintaining a high-touch membership model, The Fund is committed to empowering attorneys through innovative tools and resources.

KEY RESPONSIBILITIES:

Customer Journey Mapping and Analysis:

• Leverage listening platforms like Medallia to map customer journeys, analyze feedback from surveys and digital touchpoints, and identify pain points or opportunities for enhancement.
• Dive deeper into specific customer groups to uncover issues, track score changes, and propose solutions that improve overall satisfaction.

Feedback and Sentiment Analysis:

• Use survey data and other insights to understand customer sentiment, emotional responses, and experiences.
• Focus on improving the "sediment" of the customer journey by identifying actionable changes that impact NPS and drive positive word-of-mouth recommendations.

Strategy Development:

• Develop and refine strategies to address customer needs, aligning them with business goals to create seamless and emotionally resonant journeys.
• Partner with cross-functional teams (e.g., marketing, product, and customer service) to ensure alignment and consistency across all touchpoints.

System and Process Improvements:

• Recommend and implement systems, such as ticketing tools, to improve the customer experience.
• Monitor and measure how solutions impact customer scores and loyalty metrics.

Metrics and Measurement:

• Regularly track key performance indicators (KPIs) such as NPS and satisfaction scores to evaluate the success of initiatives.
• Use findings to refine strategies and propose future enhancements.

Technical Skills and Tools:

• Familiarity with platforms like Medallia, Qualtrics, or similar tools for feedback and journey analysis.
• Emphasis on emotional intelligence and experiential insights rather than deep technical analysis.

REQUIRED SKILLS AND EXPERIENCE:

• 5-7+ years of experience in customer experience strategy or related roles.
• Demonstrated ability to monitor and enhance journeys across digital experiences, live events, membership organizations, websites, mobile apps, and call centers.
• Strong background in customer-centric strategies for product or service-based organizations.
• Proven success in improving NPS, customer sentiment, and satisfaction scores.

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Benefits may include:

• Comprehensive medical, prescriptions, dental and vision plans

• 401(k) plan with a discretionary company match

• Shareholder Purchase and Reinvestment Plan

• Basic life and accidental death and dismemberment insurance premium paid by the company

• Voluntary supplemental life insurance for employees, spouses and dependent children

• Fertility and Family Building Benefits

• Paid Disability benefits

• Paid time off programs

• 11 Company paid holidays per year

• Flexible spending account

• Health savings account (available to High Deductible Health Plan participants only)

• Employee Assistance Program

• Educational Assistance Program

• Voluntary benefits, such as Critical Illness, Hospital Indemnity, Pet Insurance and Accident Insurance

• Title insurance policies and certain escrow services for the employee’s primary personal residence at no charge

• Transportation benefit plan for mass transit, parking and vanpool, in several markets

Note: If you currently are employed by Old Republic Title (or one of its wholly owned affiliated companies) please get in touch with your human resources representative regarding the application process.

For California applicants, please click the following link to view our CCPA Applicant Notice

Old Republic Title is an Equal Opportunity Employer