Customer Experience Specialist

Recognized as aMilwaukee Journal SentinelTop Workplace for 14 consecutive years, including three years of being honored as number one! Join us at West Bend, where we believe that our associates are our greatest asset. We hire talented individuals who are conscientious, dedicated, customer focused, and able to build lasting relationships. We create and maintain an environment where you feel a sense of belonging and appreciation. Your diversity of thought, experience, and knowledge are valued. We're committed to fostering a welcoming culture, offering you opportunities for meaningful work and professional growth. More than a workplace, we celebrate our successes and take pride in serving our communities.

The Customer Experience Specialist is responsible for executing the Customer Experience strategy by creating and maintaining customer personas and documenting their experiences with West Bend through journey maps.

The internal deadline to apply is 06/23/25. External applications will be accepted on a rolling basis while the position remains open.

This position offers both remote and hybrid work locations. Candidates who reside within 50 miles of an office location (West Bend, Madison, Appleton) will be offered a hybrid work schedule. Candidates who are fully remote (beyond 50 miles) may occasionally be asked to travel to an office location for in-person engagement activities such as team meetings, training and corporate events.

Are you passionate about understanding customer needs and improving their experiences? West Bend is looking for a Customer Experience Specialist to help us drive a customer-first mindset across the organization!

In this role, you'll shape our customer experience strategy by building personas, mapping customer journeys, and uncovering insights from voice-of-customer data (NPS, CSAT, CES). Your work will help identify pain points and ensure we're delivering exceptional service at every touchpoint.

The interesting work you'll be involved in:

Analyze voice of customer feedback to monitor customer health and identify areas for improvement
• Develop and maintain customer personas and journey maps
• Lead initiatives to improve the customer portal based on key insights
• Collaborate cross-functionally-including with UX and IT teams-to implement enhancements
• Actively participate in our CX Council to bring the voice of the customer to business decisions
• Measure the success of customer-focused initiatives and report results to stakeholders

Useful skills and experience you bring to the table:

• 2+ years in a customer experience or insights role
• Experience with NPS, CSAT, CES, and web analytics tools
• Strong analytical and communication skills
• Ability to influence change and drive customer-centric strategies
• Familiarity with platforms like InMoment, Maritz, or Google Analytics
• Insurance industry experience a plus!

Education:

Bachelor's degree in Business, Math, Information Management, or Data Analytics preferred

Join a company where your insights will help shape meaningful customer experiences. If you're ready to make a measurable impact, we want to hear from you!

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West Bend offers a comprehensive benefit plan including but not limited to:

• Medical & Prescription Insurance

• Health Savings Account

• Dental Insurance

• Vision Insurance

• Short and Long Term Disability

• Flexible Spending Accounts

• Life and Accidental Death & Disability

• Accident and Critical Illness Insurance

• Employee Assistance Program

• 401(k) Plan with Company Match

• Pet Insurance

• Paid Time Off. Standard first year PTO is 17 days, pro-rated based on month of hire. Enhanced PTO may be available for experienced candidates.

• Bonus eligible based on performance

• West Bend will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act for Colorado employees, in accordance with its plans and policies.

West Bend provides equal employment opportunities to all associates and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, and promotion.