Customer Experience Coaching Program Architect (Hybrid)

NYCM Insurance; Town of Edmeston (NY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

NYCM Insurance in Edmeston, NY is seeking a Customer Experience Coaching Coordinator to design, implement, and elevate the organization's interaction coaching program across customer channels.

This hybrid role focuses on developing coaching methodologies, evaluating outcomes with quality metrics, and delivering learning resources and workshops for frontline staff and Interaction Coaches.

Qualifications

• High school diploma or equivalent.
• Experience designing coaching programs and materials.
• Strong communication and collaboration abilities.

Responsibilities

• Design, coordinate, deliver, and improve the coaching program across channels.
• Develop standardized coaching methodologies, workflows, and tools.
• Evaluate program outcomes using quality metrics and customer insights.
• Create scorecards, dashboards, and actionable coaching insights.
• Develop workshops, guides, and learning resources for staff and coaches.
• Provide calibration support and best practices to coaches.

Skills

Coaching program design

Data analysis

Stakeholder collaboration

Instructional design

Presentation skills

Microsoft Office

Scorebuddy

Education

High school diploma or equivalent

Tools

Scorebuddy

Excel

PowerPoint

Word

Job description

NYCM Insurance in Edmeston, NY is seeking a Customer Experience Coaching Coordinator to design, implement, and elevate the organization's interaction coaching program across customer channels.

This hybrid role focuses on developing coaching methodologies, evaluating outcomes with quality metrics, and delivering learning resources and workshops for frontline staff and Interaction Coaches.