Director Customer Experience; CX

Director of Customer Experience

Location: Woodmen Life Tower, Omaha, NE (in‑office with hybrid flexibility)

This role will lead enterprise‑wide CX strategy, systems, and culture that shape how customers feel about the company at every touchpoint. The position is essential for enhancing customer satisfaction and driving retention through improved service experiences tomers include both external and internal experiences. The role is responsible for driving member/policyholder satisfaction and loyalty through CX initiatives that enhance interactions across all insurance products and service touchpoints.

Woodmen Life is a not‑for‑profit life insurance company, and has been protecting families’ financial futures since 1890. We offer a variety of benefits including health, dental, vision, 401(k), life insurance, and more.

• Execute and maintain Voice of Customer (VOC) program by designing and distributing surveys across touchpoints, analyzing feedback data, and preparing monthly reports.
• Coordinate with departments to address member concerns, track resolution of identified issues, and oversee feedback collection from surveys, call center data, social media and other channels; identify emerging trends in customer behavior and expectations.
• Manage response protocols and Service Level Agreements (SLAs) and create action plans based on trending issues.
• Report program metrics to leadership and work with internal product owners, sales and marketing teams, and outside CX partners to measure and improve the experience members/policyholders have with Woodmen Life’s products and services.
• Establish and maintain experience KPIs that drive growth, track product performance metrics, and create improvement recommendations.
• Create and maintain CX performance dashboards tied to organizational KPIs and report monthly to executives, monitoring key metrics including NPS, CSAT, customer effort score, retention and customer persistency.
• Coordinate with partners on implementation and management of Customer Journey Mapping by persistently updating Woodmen Life’s stakeholder journey atlas; ensure the mapping of customer journeys is used to identify where improvements are needed and help prioritize those that will have the greatest impact to the business.
• Document current‑state journeys for key segments and the processes they encounter, identify pain points and improvement opportunities, and collaborate on the prioritization of improvements with necessary business units.
• Collaborate with IT on digital experience enhancements and monitor journey KPIs and metrics.
• Implement NPS/CSAT measurement systems, create dashboards for real‑time monitoring, and generate quarterly performance reports.
• Own CX governance framework and chair governance committees as needed.
• Partner with all internal divisions around customer needs to break down silos and establish one unified voice to the customer; facilitate cross‑functional improvement workshops, document and track enhancement initiatives, and measure the impact of implemented changes.
• Manage vendor selection and oversight for CX technology solutions.
• Develop and manage budget associated with CX tools, resources and any external expertise (consulting services) as needed.
• Educate and work with teams to identify pain points as an output from journey mapping efforts; provide support through the business prioritization process on building the business case for improving the customer experience.
• Lead digital transformation projects, including omnichannel experience optimization and AI‑driven personalization.
• Promote experimentation and pilot programs to enhance the customer experience.
• Justify investments by showing the business value of improving the customer experience.

• 5+ years of experience in CX/service operations, focusing on voice‑of‑the‑customer programs, customer journey mapping, and CX measurement.
• Bachelor’s degree in Business Administration, Marketing, or a related field.
• Experience in strategic leadership roles influencing enterprise‑wide CX initiatives.
• Proficiency in advanced analytics and predictive modeling.
• Proficiency with CX measurement tools and…