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Client Experience Metrics Lead

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

What's the role?

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference. We’re redefining and disrupting the industry and changing people’s financial lives with better experiences, better design, and better technology. We believe in and build inclusive workplaces, where every voice is heard, and diverse perspectives are welcomed. We are looking for someone like you!

Northwestern Mutual’s Client Experience Strategy team creates and orchestrates transformational strategies that are placing our clients at the heart of everything we do. This role will be part of a team of high-powered, aspirational leaders that embody and embrace Northwestern Mutual’s commitment to a best-in-class client experience and recognize the importance of being at the forefront of innovation in financial services.

The Client Experience (CX) Metrics Lead will be focused using expert-level quantitative analysis to inform CX strategic decisions and provide transparency on our client experience performance. In this role you will collaborate across multiple teams and journeys to source data, build dashboards and reports, and develop insights. We are seeking a highly motivated individual who is passionate about this work and how it will positively impact CX.

Primary Duties & Responsibilities:

This role will be accountable for leading data insights across key Client Experience teams: End-to-End client experience, 5 signature client journeys, and Digital Product teams (e.g., Mobile). We are looking for a self-starter who can spearhead creating business performance insights and metrics processes that are cohesive across teams. This role will also be an advocate for rolling out streamlined data and reporting processes in CX, working closely with communications, change management, resourcing, and design.

Key focus areas include:

  • Work with a matrixed team of Journeys and Digital Products to gather customer insights, mine information across all customer touchpoints and channels, and partner to translate insights into actionable activities to improve the customer experience.

  • Define and orchestrate business performance reporting including CX OKRs and journey OKRs which will involve collecting, standardizing, and maintaining data that drives insights for teams.

  • Build streamlined processes and introduce methodologies for data visualization and insights across CX enterprise function.

  • Create and maintain dashboards for quarterly, monthly, and daily metrics updates that can be used for a variety of audiences spanning executive discussions to delivery team metric tracking.

  • Partner with Digital Product teams and Journeys to create a data approach that serves the needs of all teams and builds efficiency by removing duplicative data requests.

  • Create easily understandable dashboard reports, slides and other materials to convey insights on the customer experience and key metrics.

  • Partner to source or begin collecting data not currently available.

  • Partner with Data Science and Analytics (DSA) on analytics, forecasting, and insights.

  • Apply new perspectives, creative problem solving, and inter-departmental connections to improve enterprise analytical capabilities.

  • Clearly articulate customer data in executive-friendly deliverables to internal stakeholders at all levels of the organization, including senior management, ensuring stakeholders understand how to interpret and apply voice of customer (VOC) data.

You will make an impact by…

  • Streamlining current CX data reporting processes helping avoid duplicative reporting and data requests

  • Introducing sophisticated approaches to visualize data and OKRs

  • Bringing data insights to the forefront of strategic discussion

  • Driving a client-first mindset working in partnership with stakeholders across the company

Bring Your Best! What this role needs:

  • 7+ years relevant experience with a proven track record in research and data analysis, application of statistical research techniques, and application development that support business decisions/outcomes.

  • Deep understanding of common client experience metrics and systems (NPS, CES, etc).

  • Expertise in development or analytical tools such as SQL, MS Excel, R or similar tools. Visualization tooling like PowerBI, Looker or Tableau.

  • Deep understanding of product analytic tools like Heap or Google Analytics.

  • Excellence in problem solving, research, quantitative analysis and analytical working techniques.

  • Expert-level ability to gather information systematically; consider a broad range of issues or factors; grasp complexities and perceive relationships among problems or issues; use accurate logic in analysis.

  • Portfolio/Example(s) of previous work that demonstrates experience creating dashboards in a system.

  • Bachelor’s degree in Computer Science, MIS, Mathematics, Statistics, Business or related field.

#LI-POST

This job is not covered by the existing Collective Bargaining Agreement.

Required Certifications:

Grow your career with a best-in-class company that puts our client’s interests at the center of all we do. Get started now! 

We are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.


FIND YOUR FUTURE

We’re excited about the potential people bring to Northwestern Mutual. You can grow your career here while enjoying first-class perks, benefits, and commitment to diversity and inclusion.