The Consumer Experience Professional 2 ensures optimized interaction between a company and members. The Consumer Experience Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.
The Consumer Experience Professional 2 may leverage voice of the customer, NPSt, root cause, telling the story, call listening, member experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to speak up and voice opportunities to improve the member experience. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.