Specialist, Customer Experience Senior

CHS Inc. is a leading global agribusiness owned by farmers, ranchers and cooperatives across the United States that provides grain, food and energy resources to businesses and consumers around the world. We serve agriculture customers and consumers across the United States and around the world. Most of our 10,000 employees are in the United States, but today we have employees in 19 countries. At CHS, we are creating connections to empower agriculture.

Summary

A Customer Experience (Cx) Specialist is an enthusiast and dedicated to enhancing our customer experiences and will track and help monitor all touchpoints of customer engagement and identify ways to improve our customer attraction and retention tactics surrounding products and services. This role will support a variety of retail Customer Experience initiatives and participate in analysis activities, improvement efforts and business readiness planning activities. As part of the Customer Experience team this role will require strong collaboration skills with product lines, marketing, sales, IT (Information Technology), legal, and operations teams across digital channels, phone, and in-person touchpoints.

Responsibilities

In collaboration with the Retail Customer Experience team as well as key partners mentioned above this role will:

• Manage multiple concurrent projects, including monthly and quarterly analyses and reporting for customer touchpoints and metrics, in addition to ad-hoc projects and short-term requests while collaborating with internal departments to optimize the customer experience.
• Seek to understand the needs, motivations, and emotions of customers and take proactive steps to maintain positive experiences.
• Help track and analyze customer feedback through the voice of customer and data sources to identify errors, inconsistencies, and areas of improvement across the channels of interaction we have with our customers.
• Creation and maintainance journey models, storyboards, and service blueprints to model, manage and align customer experience strategies with marketing, comms, product line, operations, and sales initiatives.
• Develop and maintain network of business experts to provide input, expertise, and digital product testing related to their area of expertise.
• Oversight and coordination of MyCHS certification program.
• Participate with MyCHS tech support team, customer service and other support teams in managing customer inquiries/issues reported through the contact center.
• Participate in the development of training plans and communications to inform customers about new digital product features and functionalities, white glove touchpoints during rollout and overall interactions with our Country locations.
• Attend industry training and conferences for on-going development in the Cx industry.
• Provide input to enhance digital ag solutions and application roadmaps.

Minimum Qualifications (required)

• A Bachelor's degree in Business, Marketing, or related disciplines
• 7+ years' experience as a customer experience specialist or similar customer support role
• Experience in gathering and interpreting customer experience information
• Great organizational and time management skills
• Effective communication, collaboration, and problem-solving skills
• Exceptional interpersonal skills and relationship building
• Strong advocate of change

CHS offers a competitive total compensation package. Benefits include Health, Dental, Vision, Hearing, Life Insurance, Health and Day Care Savings Accounts, Paid Vacation, 401K, Company Funded Pension, Profit Sharing, Long and Short Term Disability, Tuition reimbursement, and Adoption assistance.

CHS is an Equal Opportunity Employer.