Customer Experience (CX) Strategist

Customer Experience (CX) Strategist (Finance)

About the Role

We are seeking a customer-obsessed, growth-oriented CX Strategist to manage daily customer experience support and operations. The role requires strategic thinking, project management, and analytical skills to enhance customer engagement and improve experiences.

This position reports to the CX Program Manager. It is a hybrid role with 2 days per week at our headquarters in Jersey City, NJ.

Responsibilities

1. Support enterprise-wide customer feedback initiatives and communicate insights to senior stakeholders.
2. Monitor and analyze customer sentiment across all touchpoints.
3. Serve as a backup liaison between internal teams and external platform vendors.
4. Become a platform expert, handle stakeholder inquiries, and provide training.
5. Assist in managing account team meetings.
6. Design and manage digital customer surveys for continuous improvement.
7. Oversee internal ad hoc survey requests across various departments.
8. Recommend and implement process improvements aligned with the CX strategy.
9. Collaborate with team members to resolve issues and provide guidance.
10. Partner with the CDO team to enhance customer sentiment reporting.
11. Support operational processes, data quality, reporting, and technology infrastructure organization-wide.

Minimum Qualifications

• Bachelor's degree.
• 3-4 years of experience in B2B Customer Experience, Customer Insights, or Voice of Customer, preferably in IT or SaaS industries.
• Knowledge of customer experience software and reporting platforms (e.g., Medallia, Salesforce, Qualtrics) is a plus.
• Understanding of CX and VoC metrics (NPS, CSAT, CES).
• Analytical skills to interpret complex data and generate insights.
• Proficiency in Microsoft Office and project management tools (e.g., Jira, WorkFront, PPM Pro).
• Innovative, creative, and resourceful mindset.
• Strong team player with high emotional intelligence, humility, and resourcefulness.
• Positive attitude with a results-driven approach.
• Continuous learner, adaptable, resilient, and self-motivated.

About Us

For over 50 years, Verisk has been a leader in data analytics and technology for the global insurance industry, delivering value through expertise and scale. We empower communities and businesses to make better risk decisions faster.

At Verisk, you'll find opportunities to voice your ideas, build a rewarding career, and enjoy flexibility, support, coaching, and training to succeed.

We are recognized as a Great Place to Work in multiple countries and value diversity, inclusion, learning, and results. Our accolades include recognition by The Wall Street Journal and Forbes.

Our Businesses

• Underwriting Solutions
• Claims Solutions
• Property Estimating Solutions
• Extreme Event Solutions
• Specialty Business Solutions
• Marketing Solutions
• Life Insurance Solutions
• Verisk Maplecroft

Verisk Analytics is an equal opportunity employer. We consider all qualified applicants regardless of race, religion, gender, age, disability, or veteran status.

Learn more at https://www.verisk.com/company/careers/