Customer Experience (CX) Specialist

JOB DESCRIPTION

Are you passionate about enhancing the customer experience and driving customer-centric improvements in an organization?

Overview

Join Horizon Farm Credit as a Customer Experience (CX) Specialist. One position is available and qualified candidate may work in any available Horizon Farm Credit branch location. To view locations, click here Locations | Horizon Farm Credit. This position is eligible for a hybrid work schedule after 6 months of successful employment. Candidate may work 3 days at home and 2 days in the office. We are looking for an analytically minded individual who can combine their knowledge of CX with a passion for supporting the agriculture industry

Position Description:

As a Customer Experience (CX) Specialist, you will focus on understanding and improving our customers journeys and experiences with Farm Credit. By leveraging voice-of-customer (VOC) insights, you will identify areas for improvement and highlight successes, helping to foster a customer-centric culture across our organization.

As a CX Specialist, you will:

– Manage all aspects of Qualtrics experience surveys, documenting and analyzing voice-of-customer (VOC) feedback and benchmark metrics to develop actionable insights for the organization.
– Provide customer experience (CX) reports to various stakeholders.
– Collaborate with department teams to identify experience improvement opportunities in Farm Credits products, processes, or programs.
– Initiate and lead customer journey mapping at the organization.
– Recommend and execute strategies for customer market research projects.
– Promote a customer-centric culture at Farm Credit through CX educational training opportunities for our teams.
– Provide general support as needed to support the goals of the department.

Education:

Education and/or experience equivalent to a Bachelors degree in business administration, marketing, statistics, or related field.

Experience:

Generally, three or more years of customer experience, market research, and/or data analysis experience.

Skills:

– Proficiency with customer experience tools such as the Qualtrics experience management platform, journey maps, and data analytics.
– Experience developing surveys and analyzing feedback.
– Effectively analyze and share customer insights; make recommendations based on the insights.
– Understands current CX trends and how they impact the association
– Strong written and verbal communication skills.
– Experience conducting customer interviews.
– Ability to foster open communication and collaboration with demonstrated listening and presentation skills.
– Strong knowledge of the agriculture industry is preferred.
– Ability to build internal and external networks
– Ability to travel for farm visits, branches, training, etc.
– Adaptable and flexible to a changing work environment.
– Prolonged periods of sitting or standing at a desk and working on a computer.
– Regular, predictable, and reliable attendance is required.

Who are we?

Horizon Farm Credit is an expert in agriculture, with over 100 years of serving rural America. As a premier rural lender, were constantly growing and seeking new members for our team. As part of the Horizon Farm Credit team, you have the opportunity to make a difference for agriculture and rural communities.

What can we offer you?

We offer competitive compensation and benefits packages for full-time employees including:

– Medical insurance with dental and vision care options
– 401 (k) with significant employer matching
– Paid time off, holidays, and volunteer time to support work/life balance
– Tuition reimbursement and training opportunities
– Student loan reimbursement
– Leadership and career development opportunities
– Paid maternity and bonding leave
– Paid short-term disability
– Fun and inclusive work e vironment

Salary Range: $53,900 – $66,000, depending on previous experience.

Equal Opportunity Employer including veterans and individuals with disabilities.