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.…