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 Credit's 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 Bachelor's 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, we're 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 environment
Salary Range: $53,900 - $66,000, depending on previous experience.
Equal Opportunity Employer including veterans and individuals with disabilities.
