• Establish strategic direction for customer experience across key products, services, and customer journeys • Leverage insights to provide strategic guidance • Craft cohesive end-to-end experiences • Lead cross-functional teams in developing customer-centric solutions • Drive future state vision for enhancing customer relationships • Synthesize research, behavioral insights, operational data, and voice of the customer (VOC) to identify experience gaps • Analyze current-state journeys and processes to uncover root causes • Develop data-driven, prioritized recommendations to enhance experiences • Create cross-channel journey maps and service blueprints • Define seamless, brand-aligned future-state experiences collaboratively with teams • Lead workshops and discussions for alignment • Build low-fidelity prototypes and validate assumptions with customers • Translate insights into strategic priorities that inform investment

• Lead and support customer service representatives, modeling high-quality service and professionalism. • Monitor call queues, staffing levels, and service metrics to meet performance targets. • Serve as a primary resource for operational questions, training, and issue resolution. • Handle complex customer and policyholder inquiries across phone, email, and documentation workflows. • Process insurance documents accurately and maintain up-to-date customer records. • Collaborate with internal teams to resolve issues and support continuous improvement.

• Supports learner requests regarding academics and learner records from the first course through graduation and beyond • Provides learners with an exceptional service experience, leaving a lasting, positive impression of academic advising and Capella University • Proactively informs learners of important milestones in their programs and provides resources and promotes coach connection to streamline the experience • Educates learners about self-service resources and encourages users to build greater learner independence and self-sufficiency • Responds to learners via a wide variety of communication channels and systems, including phone, voicemail, email, text, and casework • Answers questions in alignment with role boundaries and triage requests as needed to academic coaches or other departments • Effectively uses resources, Salesforce/Campus Solutions System, Academic Plans, InContact, SharePoint, Pinnacle, ScheduleOnce scheduling tool, and MS Office to manage learner data, perform tasks, document interactions, and answer questions • Creates, manages, and resolves casework efficiently, staying within the assigned service level agreement (SLA)

• Become proficient in all knowledge base requirements in order to resolve clients’ needs as efficiently as possible • Become proficient in all platforms, systems, and tools used to maintain client records, transactions, documentation and relevant data • Maintain appropriate documentation of conversations in designated system to ensure handoff continuity and client profile accuracy • Manage inbound calls, emails and texts in a timely and efficient manner • Identify client needs, research issue and provide solutions and/or alternatives • Build sustainable relationships and engage clients by providing best-in-class service • Meet and/or exceed established verification guidelines and key performance criteria • Work closely with our peers and BPO partners to deliver on client SLAs • Work across the organization as needed to resolve requests and correct issues/problems • Contact external vendors/clients/customers to determine status updates, vehicle locations and to gather information to ensure program requirements are maintained • Identify areas of process improvement • Effectively communicate • Perform other duties as deemed necessary by management