Spring Venture Group

Vice President Customer Experience

Req No
2020-1876
Category
Operations
Type
Regular Full-Time
Location
US-MO-Kansas City

Company Overview

With the continued impact of COVID-19 and social distancing measures, Spring Venture Group fully supports remote interviewing and onboarding procedures. 

 

Who We Are:

 

Spring Venture Group is a leading digital direct-to-consumer sales and marketing company with product offerings focused on the senior market. We specialize in distributing Medicare Supplement, Medicare Advantage, and related products via our family of brands and dedicated team of licensed insurance agents. Powered by our unique technologies that combine sophisticated marketing, comparison shopping, sales execution, and customer engagement – we help thousands of seniors across the country navigate the complex world of Medicare every day.

Job Specific

What We Want:


The Vice President of Customer Experience is responsible for translating Spring Venture Group’s mission and vision to a world class customer journey.  The Vice President will lead a cross functional team providing central oversight of customer experience efforts throughout the company. The VP of Customer Experience will oversee customer focused programs including customer research and analytics, customer relationship management and customer success, customer service and business process improvement.  This executive reports to the President and influences the senior management team and department heads to provide a world class customer journey.  As customers’ expectations evolve, this executive will drive ongoing alignment to maximize customer lifetime value and deliver customer referrals and recommendations.

 

What You’ll Do:

 

  • Leading the vision and strategies for a world-class customer journey across the company
  • Driving key customer experience outcomes including:
    • Increased policy placement and customer retention rates, in collaboration with sales and operations
    • Improved customer lifetime value through higher product adoption and cross selling
    • Continuous measurement and improvement of customer satisfaction scores throughout the journey
    • Expanding the base of our client advocates and referrals
    • Consistently educate customers on new and upcoming services in collaboration with the marketing team
  • Defining and optimizing the customer lifecycle
    • Mapping and continually refining / iterating on the customer and partner journey
    • Collecting key data to monitor and listen for customer feedback
    • Identifying and executing on opportunities for continuous improvement, and benchmark against industry best practices
  • Partnering internally for end-to-end success through key customer lifecycle stages including Marketing, Sales and Operations on post-sales transition, and with customer service during steady state
  • Measuring effectiveness of the customer and partner experience by defining operational metrics for the team, exposing relevant metrics to the executive team, the broader company, and the board of directors
  • Leveraging technology to drive efficiency and improve the customer journey
  • Building strong relationships and collaboration with all departments across the organization to:
    • Work with Strategy and Technology to provide both qualitative and quantitative customer feedback that informs and drives product roadmap
    • Engage with Marketing to develop and execute customer marketing programs and events
    • Partner with Sales to drive renewals, upsell, and cross-sell opportunities
    • Collaborate with Finance to improve retention forecasting and measurement and build budgets for future organizational needs
    • Serve as the ultimate champion of the customer at the company, executive team, and board levels

 

What You’ll Bring to the Role:

 

  • Minimum 15 years’ experience in client experience roles with a focus on digital business to consumer organizations.
  • Bachelor’s degree or higher in business or related fields
  • Outstanding leadership and collaboration skills with experience leading executive level collaborations with a proven track record for leading, developing and motivating a team.
  • Expert knowledge in all areas of the customer lifecycle.
  • Effective communication and interpersonal skills; self-confident team player.
  • Ability to track and measure resource spend to business results.
  • Must be a change agent with the ability to drive decision making through analytics.
  • Must have an entrepreneurial spirit and crave a high-growth, fast-paced environment where you can innovate and help build a disruptive business.

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