ABOUT THE JOB Remote job based in the USA. WHO WE ARE & WHAT MAKE’S US A GREAT PLACE TO WORK NPS Prism is a market-leading, cloud-based customer experience (CX) benchmarking and operational improvement platform, wholly owned by Bain & Company. Our platform delivers actionable insights and analysis that help organizations design game-changing customer experiences. Built on rigorous research methodology and robust data, Prism enables clients to benchmark their performance on overall NPS® and each step of the customer journey against competitors. Launched in 2019, NPS Prism has rapidly grown to a team of over 200, serving dozens of clients around the world. While NPS Prism is its own company, NPS Prism is 100% owned by Bain & Company — one of the top management consulting firms in the world and a company consistently recognized as one of the world’s best places to work. We believe that diversity, inclusion, and collaboration are key to building extraordinary teams. We hire exceptional people and create an environment where they can thrive, grow, and become the best version of themselves. WHAT YOU’LL DO You’ll help clients across a range of industries create winning, data-driven CX strategies. As a Customer Insights and Strategy Delivery Specialist, you will be a key individual contributor on the Commercial team. You will be working with the Commercial team, Product team and Bain consulting teams and Partners to ensure clients see the full value of Prism, responsible for generating insights from a robust dataset and managing daily client interactions. This is a highly cross-functional, fast-paced role that blends client-facing work, data analysis, and strategic storytelling. You’ll be hands-on in building insights, crafting presentations, supporting the team, and helping clients integrate Prism into their daily decisions. Your key responsibilities will include: - Analyze large datasets, build insights and help transform complex data into compelling stories - Partner with your Senior Client Engagement Manager (Sr CEM) to build client-ready materials and presentations that clearly communicate CX insights - Support the team with some specific data extractions for strategic reports and materials in alignment with Commercial team priorities - Manage client request backlog and data refreshes process - Support client onboarding, engagement, and ongoing adoption of NPS Prism - Join client meetings and assist in delivering insights, training, and tailored support - Create and deliver training sessions and materials for clients, as needed - Become a subject matter expert in Prism’s metrics, benchmarks, and industry-specific CX dynamics ABOUT YOU: Required: - At least 3 years of experience in strategy consulting, customer insights, analytics, or data-driven, client-facing roles - Strong analytical and problem-solving skills, with the ability to interpret complex data and extract meaningful insights - Proficient in Excel and Tableau (or similar tools) to work with large datasets and develop impactful visual stories - Skilled at translating analysis into clear, compelling presentations using PowerPoint - Excellent communication and collaboration skills, with a strong client-focused and quality-driven approach - Thrives in fast-paced, evolving environments – proactive, adaptable, and comfortable managing multiple priorities - Advanced to fluent English proficiency, with excellent written and verbal communication skills – we’ll test this during the process Irrespective of an individual’s specific background, the successful candidate will be: - Highly intellectually curious and eager to continuously learn - Structured and hypothesis-driven in their thinking - Detail-oriented while maintaining a strong grasp of the big picture - Comfortable taking ownership and working independently - Energized by working collaboratively across teams and functions WHAT WE OFFER: Launched in 2019, NPS Prism has rapidly grown to a team of over 200, serving dozens of clients around the world. NPS Prism is 100% owned by Bain & Company, one of the top management consulting firms in the world and a company consistently recognized as one of the world’s best places to work. We believe that diversity, inclusion and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally.   #LI-remote

Want to be a bswifter? At bswift we’ve been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces. We’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you! Service Delivery Manager – Evive (Personalization & Engagement Platform) Job Description (Tailored Version) The Service Delivery Manager for Evive is directly responsible for helping bswift deliver an exceptional client experience by supporting employers and their members on our personalized health engagement platform. This role combines client relationship management, technical platform configuration, data-driven insights, and cross-functional collaboration to ensure that each client’s Evive environment is optimized for engagement, accuracy, and performance. Evive is a post‑election, personalization-focused SaaS platform, and this role emphasizes understanding client benefit structures, demographic data, and health engagement strategies to deliver curated, member-level experiences. Key Responsibilities Platform Implementation & Ongoing Delivery - Lead and guide clients through the implementation of new Evive solutions, including requirements discovery, data intake, and platform setup. - Configure Evive settings to reflect client-specific benefit programs, demographics, communication rules, eligibility data, and personalized journey triggers. - Maintain and update client configurations as plan designs, data inputs, eligibility rules, or engagement strategies evolve. - Ensure consistent delivery of Evive’s personalization features—journey pathways, nudges, recommendations, and communication outreach. Client Support & Issue Resolution - Serve as the primary day-to-day contact for clients using the Evive platform, ensuring accurate and timely responses to questions and incidents. - Research and resolve client inquiries related to: - Eligibility data - Health journey outputs - Personalization logic or rules engines - Data file discrepancies - Own tickets or issues from intake through resolution, including coordination with product, engineering, or data teams as needed. Testing & Quality Assurance - Test client-specific Evive configurations, including: - Data mapping and demographic ingestion - Benefit-based logic - Personalization rule triggers - Communication workflows - Validate new or updated functionality to ensure accuracy before client launch or new calendar cycle. Cross-Functional Collaboration - Partner with product management, engineering, data operations, and call center teams to ensure: - Successful product deployments - Smooth onboarding - Accurate eligibility and event data processing - Resolution of escalated issues - Provide actionable client feedback to product teams to influence future enhancements. Training & Client Enablement - Prepare and deliver product demonstrations, including platform walkthroughs, new feature training, and open enrollment updates. - Provide best practices for client administrators on using the Evive portal, dashboards, reporting, and member engagement tools. Data & File Management - Manage workflows associated with carrier feeds, eligibility files, demographic updates, and other inbound data that drive personalized recommendations. - Work with integrated support teams on data validation and issue tracking. Continuous Improvement - Identify opportunities to enhance service efficiency, reduce manual work, and improve the client and member experience. - Recommend process improvements based on recurring themes or observed platform behavior. - Maintain in-depth knowledge of Evive’s platform, rules engine, reporting capabilities, and engagement strategies. Leadership & Team Contribution - Mentor junior team members or analysts supporting Evive client operations. - Lead or contribute to client meetings, status calls, and strategic planning discussions. - Support pre‑sales, solutioning conversations, or demos when needed. Qualifications / Experience / Skills - 5+ years of direct client-facing experience in benefits administration, digital health engagement, or HR technology. - 2+ years managing projects or implementations in a SaaS environment. - Strong technical aptitude with comfort navigating personalization engines, eligibility files, and data-driven systems. - Proficiency in Excel (VLOOKUP, PivotTables, data validation). - Excellent communication skills with the ability to articulate technical concepts to both technical and non-technical users. - Ability to work in a fast-paced, ambiguous environment and make timely decisions. - Strong analytical mindset and ability to leverage data for client strategies. - Detail‑oriented, organized, and reliable with strong follow-through. - Passion for teamwork, customer success, problem solving, and operational excellence. - Bachelor’s degree or equivalent professional experience. Why Join bswift? At bswift, we empower our employees to make a meaningful impact, innovate, and grow. Joining our team means stepping into a collaborative and dynamic environment that values creativity, initiative, and a passion for client success. We are dedicated to fostering an inclusive workplace that celebrates diversity and values each team member’s unique contributions. Benefits of Working at bswift: - Comprehensive Health Benefits: Health, dental, and vision plans to support your wellness. - Competitive Compensation: A package recognizing your skills and contributions, including performance-based incentives. - Flexible Work Environment: Remote-first, office-friendly options. - Retirement Savings Plans: Employer-sponsored programs for financial security. - Professional Development: Career growth opportunities through training and resources. - Supportive Culture: Collaboration, open communication, and creative problem-solving. - Employee Wellbeing Initiatives: Mental health, financial planning, and wellness resources. Make an Impact At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement. Join us to be part of a team making a meaningful difference in the lives of our clients and their employees. Standard working hours: 8 AM - 5 PM Central Time unless otherwise stated. In the spirit of pay transparency, we are excited to share the base salary range for this position is $85,000-$100,000, exclusive of fringe benefits or potential bonuses. If you are hired at bswift, your final base salary will be determined based on factors such as geographic location, skills, education, and experience. We also believe in pay equity and consider internal team equity as part of any final offer. Please note, hiring at the maximum of the range is not typical to allow for continued salary growth. We also offer a generous compensation and benefits package! At bswift, our mission is clear: Become the preeminent benefits administrator through exceptional people, innovative technology, and delighted customers. And our values are at the heart of everything we do to accomplish that mission. We Pursue Excellence, Embrace Accountability, Deliver Superior Service, and strive to Be A Great Place To Work. We take pride in having an engaged, collaborative team that goes the extra mile to get the job done right. bswift has been regularly named one of Chicago’s Best and Brightest Companies to Work For®, as well as one of the Nation’s Best and Brightest Companies to Work For® year after year. We offer a fun, flexible, and creative environment where you can grow both professionally and personally. If you have what it takes to join our award-winning culture, we’d love to hear from you!

Role Overview We are looking for a reliable and service-focused Remote Customer Success Advisor to assist clients with planning and organizing their travel experiences. In this work-from-home role, you will help travelers research destinations, coordinate reservations, and ensure that all trip details are arranged accurately. This position is ideal for individuals who enjoy providing excellent customer support, are detail-oriented, and can manage responsibilities independently in a remote environment. You will play an important role in helping clients create smooth and memorable travel experiences from the planning stage through confirmed bookings. Key Responsibilities - Assist clients with developing customized travel itineraries based on their preferences and budgets - Research and evaluate travel options including flights, hotels, cruises, and activities - Compare choices and confirm reservations using approved booking platforms - Provide accurate travel information and helpful destination recommendations - Communicate clearly and professionally with clients through phone, email, and messaging tools - Manage booking updates, itinerary adjustments, and customer service requests - Maintain organized client records and reservation documentation - Participate in training programs, team meetings, and ongoing professional development What We Offer - Fully remote work opportunity - Flexible scheduling options - Comprehensive onboarding and ongoing training - Access to incentive programs and travel-related perks - Supportive and collaborative remote team environment - Opportunities for growth within the travel industry Qualifications - Strong written and verbal communication skills - Excellent attention to detail and organizational abilities - Basic computer skills and comfort using online systems - Reliable high-speed internet access - Ability to work independently and manage time effectively - Must be 18 years of age or older - Legal authorization to work in the United States, United Kingdom, Mexico, Australia, or Spain - Professional English communication skills

• Guide new customers through the onboarding process from kickoff to successful platform adoption. • Conduct onboarding calls, product walkthroughs, and training sessions • Help customers become proficient in configuring the platform based on their goals and use cases. • Act as the primary contact for onboarding-related questions and support. • Track onboarding progress and customer engagement in CRM or customer success tools. • Identify potential risks to successful adoption and proactively address them • Collect customer feedback and share insights with Product and Customer Success leadership. • Collaborate with Sales for smooth handoffs and accurate expectation setting • Create or maintain onboarding documentation, guides, and training resources • Manage a book of pre-existing 1VALET clients, facilitating any upselling, renewals, and cross-selling. • Build sustainable relationships and trust with customer accounts through open and interactive communication. • Align customer experience strategies with marketing initiatives, ensure customers are always informed about new product features and functionalities.