Company Overview

More than 35 years ago, SelectQuote was founded on one core promise: to help our customers protect the people they value most. We pioneered the way consumers shopped for term life insurance, and now, we also help people find home insurance, auto insurance, senior health insurance and more. Our quick and easy process saves consumers both time and money, and today, more than 2 million families trust us to help them with their insurance needs.

But what truly sets us apart is our people, and the opportunities to grow your career with SelectQuote are unmatched.

Job Description

Customer Journey Manager

Job Summary:

As the Customer Journey Manager you will play a pivotal role in ensuring the highest standards of customer service compliance and sales performance within SelectQuote. You will be responsible for leveraging speech analytics to identify and mitigate areas of risk improve sales team performance and enhance the overall customer experience.

Supervisory Responsibilities:

This position has no direct supervisory responsibilities.

Essential Duties and Responsibilities:

Speech Analytics: Utilize speech analytics tools to identify and mitigate areas of risk related to compliance and customer experience. Analyze customer interactions to identify both top and bottom sales performers and develop strategies for improvement. Responsible for raising red flags wherever the business process – billing installation or anything pre or post sales – needs correction to ensure the customer has a seamless experience with the company

Sales Team Training and Coaching: Design and implement training programs to enhance the skills and knowledge of the sales teams. Provide ongoing coaching to sales representatives to improve ROI and compliance with industry regulations.

Care Team Training and Coaching: Design and implement training programs to enhance the skills and knowledge of the care teams. Provide ongoing coaching to sales representatives to improve first call resolution and care call quality.

Compliance Operations and Quality Assurance: Primary liaison with legal to establish and maintain quality assurance processes and standards with industry regulations. Conduct regular audits and assessments to monitor compliance performance and provide actionable insights and reporting.

Senior Leadership performance reporting: Regularly engage with Customer Experience Marketing Sales and Operations leadership to provide updates insights and recommendations related to customer experience compliance and sales performance.

Data Analysis and Reporting: Distill large volumes of data into clear actionable insights to drive operational solutions and enhance overall performance. Prepare and deliver routine weekly presentations to communicate key findings and progress. Create quarterly VOC scorecard and reviews to share in key forums

Change Management: Lead change management initiatives to implement process improvements and enhance the customer experience. Collaborate with cross-functional teams to drive operational changes as needed.

Operational program leadership: Create detailed project plan with dates owners dependencies and deliverables; Manage the plan and ensure resources are hitting their targets and all communication on program status issues and risks to Senior Leadership

Manage quality assurance targets to ensure the number of audits and quality of audits meet divisional expectations. Ensure coaching and training is incorporated into the division.

Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes

Skills/Abilities:

Proficient in cross-functional collaboration and matrix management.

Exceptional interpersonal skills and a client-centered approach.

Prior experience in using speech analytics tools to analyze customer interactions.

Exceptional data analysis and reporting skills.

Demonstrated ability to drive operational solutions and lead change management.

Excellent communication coaching and mentoring skills.

Great organizational and time management skills.

Superb communication collaboration and problem-solving skills

Strong analytical skill set 

Education and Experience:

Bachelor's degree in Business Marketing or a related field required

At least 5 years experience in customer experience Quality Assurance customer care or sales training is required

7 years of experience in team leadership with a focus on sales training compliance and/or quality assurance required

Proven experience in Customer Experience Quality Assurance and Sales Training required

Knowledge of Medicare insurance regulations is a plus.

Certificates/Licenses/Registration

 “N/A”

Financial Responsibilities (budget revenue)

This position has no budget responsibility authority and/or level of control.

Physical Requirements:

Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites. The noise level in the work environment is usually moderate.

Prolonged periods of sitting at a desk and working on a computer.

SelectQuote Core Values:

Service: We create positive customer experiences.

Entrepreneurship: We create innovate & take risks.

Leadership: We build & invest in high-performing teams. Empowerment: We embrace a changing environment.

Courage: We challenge the status quo & drive continuous improvement.

Teamwork: We help support & celebrate each other.

ourage: We challenge the status quo & drive continuous improvement.

Teamwork: We help support & celebrate each other.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required.