Customer & User Experience Specialist, Sr

Responsibilities

• Partner with Product Owners, Process Owners, Business Analysts, and IT teams to embed UX and CX best practices into project planning and delivery, ensuring customer needs are represented throughout the product development lifecycle.
• Lead and contribute to UX deliverables including journey maps, wireframes, user flows, personas, and usability testing plans that inform design and business decisions.
• Design and facilitate workshops, focus groups, and user research sessions with operations, claims, and customer service stakeholders to surface insights and validate experience improvements.
• Own and manage Voice of the Customer (VoC) programs — including survey design, data collection, and analysis — and translate findings into actionable recommendations for project teams and leadership.
• Analyze CX and behavioral data using tools such as Medallia, FullStory, and Power BI to identify friction points, track experience metrics, and measure the impact of CX initiatives.
• Develop and maintain CX dashboards and reporting that provide clear, data-driven storytelling for operational and executive audiences.
• Serve as the CX team's embedded resource on cross-functional project teams, advocating for the end user at every stage of design, development, and delivery.
• Support the standardization of CX processes, design standards, and experience frameworks across the organization.
• Collaborate with operations, claims, and contact center leadership to identify experience gaps and co-develop solutions that improve customer and agent interactions.
• Leverage emerging tools and technologies, including AI-enabled platforms, to enhance research efficiency and experience delivery.
• Maintain a current understanding of CX and UX industry trends, insurance industry dynamics, and customer expectations within the benefits space.
• Qualifications & Experience
• Bachelor's degree inUX Design, Business, Marketing, Communications, or a related field; relevant CX/UX certifications (e.g., Nielsen Norman Group, CXPA) a plus.
• 5+ years of progressive experience in customer experience, user experience, or a related discipline — insurance industry experience strongly preferred, with preference for group and supplemental employee benefits.