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Client Experience Manager

Galveston, TX, US, 77550


 

 

 

American National is seeking a Client Experience Manager for our Galveston, TX corporate office.  This role will bring in client understanding (from the Voice of the Customer and Voice of the Agent) to identify opportunities to enhance the experience (for each marketing division) and prioritize end-to-end journeys to evaluate (from discovery to implementation).

 

Responsibilities:

  • With a clear understanding of the enhancement opportunities, the position will work with the relevant business areas who have a direct impact on the experience in need of enhancement.
  • Manage projects with the primary focus on the client, including setting project direction, articulating project deliverables/milestones, motivating cross-functional teams, and incorporating metrics for success.  The position will engage with the business unit areas and teams to: 
  • Help define a business process goal to focus the team on (one that will lead to enhanced client satisfaction)
  • Understand current processes and procedures utilizing journey and process mapping (internal mapping of processes with a clear focus on delivering the desired value to clients / prospective clients)
  • Identify enhancement opportunities in the current process to better serve the client (current state, future state and gap analysis)
  • Develop recommendations for business implementation with an understanding of the key activity measures that the business should focus on to ensure execution of the redesigned process.
  • Link the process enhancements to tangible quantified business results (either bottom line expense savings and/or top line revenue growth); showing the overlap of “good for client” and “good for business”. 
  • Collaborate with Client Experience communication specialist to share specific success stories across the organization.

 

Qualifications:

  • Bachelors degree required
  • Minimum 5 years experience in a related/consultative business role
  • A strategic thinker who is comfortable in the details, specifically around process details
  • Ability to quantify business savings specific to the process recommendations made
  • Must have very strong oral and written communication ability  
  • Must be comfortable working with cross functional teams (from senior leaders to front line team members)

 

 


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“If you believe you can make a difference in the lives of our clients, if you’re willing to work hard, if you want a fulfilling career, and if your values match ours, then I want you to work for American National. ” – James Pozzi, President and CEO.

 

 

 


Nearest Major Market: Galveston
Nearest Secondary Market: Houston

Job Segment: Marketing Manager, Marketing

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