Sr. Strategist, Cx (Customer Experience)

What You'll Do
Principal has an outstanding opportunity available for a Sr. Strategist, CX (Customer Experience)! This role will provide strategic leadership in the development of Customer Experiences, as well as translation of the vision into tangible business goals and capabilities.

• Project, change and customer management: Has a strong understanding of project management, including the ability to coordinate people and processes to ensure initiatives are delivered on-time; able to identify dependencies and 'big rocks' early enough to determine alternative solutions; reconciles disparate views to develop and handle a project roadmap; leads projects end to end; obtain support through influence; leverages resources to enhance efficiency and results; provides a clear view of future state that mobilizes people to focus efforts and work toward key goals; facilitates the implementation and acceptance of change; helps others excel and meet key accountabilities by providing timely coaching, guidance and feedback; designs an end to end Customer Experience for a single persona that includes signature moments and satisfaction measurements; can independently design and facilitate an event to achieve certain goals using commonly accepted event activities; uses various methods to solve most problems.
• Interprets customer needs: gathers, analyzes, interprets, and synthesizes data from various sources (i.e., internal customer data, service calls, field interviews, external market data, macro trends); uses data to identify points of pain to fix and points of delight to duplicate; demonstrates basic analytical skills; can produce original data that results in groundbreaking new findings; ability to use critical thinking to evaluate and organize available data, identify relationships and summarize results; shows advanced cognitive skills and experience with root cause analysis; able to demonstrate the interconnection of process and experience to increase lift and business results; develops actionable, goal-oriented insights that provide a unique orientation for a project.
• Communicates customer needs: writes and speaks thoughtfully about complex ideas, systems and strategies; overcome challenges during a presentation and turn objections into deeper understandings.
• Advances CX capabilities: creates and provides employees with CX frameworks, standards, training curriculum, and other tools they can use for research, human-centered design, and execution; shows how CX initiatives provide a strong return on investment in terms of financial impact (i.e., increased retention, higher sales hit rate) and improved Customer Experience.

Operating at the intersection of financial services and technology, Principal builds financial tools that help our customers live better lives. We take pride in being a purpose-led firm, motivated by our mission to make financial security accessible to all. Our mission, integrity, and customer focus have made us a trusted leader for more than 140 years.
Who You Are

• Bachelor's degree or 8+ years of equivalent work experience.
• 6+ years of CX experience, preferably in the retirement industry.

Skills That Will Help You Stand Out:

• CX certification, preferably Certified Customer Experience Professional (CCXP)
• Able to establish relationships cross functionally
• Acts with integrity, honesty and fairness. Builds credibility and trust with peers, colleagues and clients.

Salary Range Information
Salary ranges below reflect targeted base salaries. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.
Salary Range
$95200 - $182400 / year
Additional Information
Location
This role offers in-office, hybrid (blending at least three office days in a typical workweek), and remote work arrangements (only if residing more than 30 miles from Des Moines, IA or Charlotte, NC). You'll work with your leader to figure out which option may align best based on several factors
Work Authorization/Sponsorship
At this time, we're not considering candidates that need any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States? This includes, but IS NOT LIMITED TO: F1-OPT, F1-CPT, H-1B, TN, L-1, J-1, etc. For additional information around work authorization needs please use the following links.
Nonimmigrant Workers and Green Card for Employment-Based Immigrants
Investment Code of Ethics
For Principal Global Investors positions, you'll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization.
Experience Principal
While our expertise spans the globe, we're bound by one common purpose: to cultivate a world where financial security is accessible to all. And our success depends on the unique experiences, backgrounds, and talents of our employees - individually and all of us together. Explore our core values, benefits and why we're an exceptional place to grow your career.
Principal is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Posting Window
We will be accepting applications for at least 3 days from when the job was originally posted, after which we may keep open or remove the posting based upon applications we receive. Please submit applications in a timely manner as there is no guarantee the posting will be available beyond 3 days of the original posting date.
Date First Posted (TTF)
12/15/2023
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