Senior Specialist, Customer Experience

The **Senior Specialist, Customer Experience** leads customer experience as an enterprise discipline, with **tNPS as the primary leading indicator and rNPS as the key outcome** . The role works closely with **Operations and Distribution teams** to improve end‑to‑end customer experience across priority customer journeys.

In parallel, the role **activates longevity** through customer experiences, partnerships, and signature engagement initiatives—without establishing a standalone longevity organization. Longevity activation supports **in‑force customer engagement, multi‑policy ownership, and new customer acquisition** , positioning experiences and partnerships as commercial enablers.

**Position Responsibilities:**

**1. Customer Experience Leadership**

+ Own **tNPS (leading)** and **rNPS (outcome)** across priority journeys
+ Identify and address key customer pain points across onboarding, servicing, claims, and renewal
+ Translate custome...