Senior Customer Experience Consultant

The Standard

Customer Experience Consultant at The Standard responsible for designing, optimizing, and managing customer journeys. Collaborating with stakeholders to enhance customer experience in financial services.

Posted 5/14/2026full-timeRemote • Oregon • 🇺🇸 United StatesSenior💰 $88,000 - $149,750 per yearWebsite

About the role

Key responsibilities & impact

Consult and advocate for The Standard’s customers by leveraging customer experience data, including current customers, market research and competitive intel, to influence prioritization of activities and initiatives
Collaborate cross functionally with stakeholders to collect, analyze and share feedback across the organization to drive action and results
Create strong partnerships with key business stakeholders to build relevant stories to improve the customer
Develop views of customer journeys through customer research, persona creation and service blueprint definition, drawing upon your robust understanding of customer experience as a practice
Architect and manage complex, omnichannel journeys, ensuring seamless, personalized experiences across touchpoints
Define, develop and measure performance indicators aligned with our overall experience metrics to continuously refine and improve the customer experience across journey phases and moments of truth
Design and implement systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement
Share insights and results on a regular basis, using creative methods and engaging storytelling to increase understanding and prioritization of customer experiences
Identify friction points in the customer lifecycle and drive solutions that improve data quality, flow and timeliness
Contribute to a customer-centric culture by developing a range of activities, communication practices and training modules that enable the practice of experience management, e.g., research briefs, experience artifacts and analysis frameworks

Requirements

What you’ll need

8+ years of Customer Experience practice, including customer research, persona development, customer journey, service blueprinting or human centered design in group insurance or financial services
Experience with real-time data integrations across internal and customer systems
Deep CX expertise paired with hands-on understanding of integrated technology experiences, including familiarity with data-integration implications for customers (e.g. API, EDI) and designing integration platforms at scale
Demonstrated ability to orchestrate complex, omnichannel experiences charged with high expectations from real-time data integrations
Ability to lead cross-functional conversations with product, technical and executive audiences
Proficient, confident and creative facilitator with demonstrated ability to enable large working sessions with individuals from all levels within the organization, including executive level leadership
Knowledge and implementation of end-to-end CX accountabilities, including research, strategy, vision, design, management, measurement and storytelling for change
Ability to exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results
A customer-first mindset with the analytical rigor to measure what matters
5-7 years of experience leading increasingly complex or large strategic or transformational projects or initiatives that span multiple stakeholders
5-7 years of experience either leading or supporting company objectives to improve customer experience
Ability to network with key contacts outside own area of expertise
Ability to confidently engage in client and partner facing interactions
Resourceful, organized, independent and comfortable with ambiguity
Understanding of the U.S. employee-benefits domain, including group non-medical insurance benefits, employer lifecycle and the benefits technology ecosystem (e.g. Workday, ADP, UKG, PlanSource or similar) is preferred
Familiarity with relevant data-exchange standards (e.g. LIMRA LDEx or other industry data standard) is preferred

Benefits

Comp & perks

A rich benefits package including medical, dental, vision and a 401(k) plan with matching company contributions
An annual incentive bonus plan
Generous paid time off including 11 holidays, 2 wellness days, and 8 volunteer hours annually — PTO increases with tenure
A supportive, responsive management approach and opportunities for career growth and advancement
Paid parental leave and adoption/surrogacy assistance
An employee giving program that double matches your donations to eligible nonprofits and schools

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer experiencecustomer researchpersona developmentcustomer journeyservice blueprintinghuman centered designreal-time data integrationsAPIEDIdata analysis

Soft Skills

cross-functional collaborationstorytellingfacilitationjudgmentanalytical rigornetworkingclient engagementresourcefulnessorganizationindependence