Expert Customer Experience Specialist
CHS Inc. is a leading global agribusiness owned by farmers, ranchers and cooperatives across the United States that provides grain, food and energy resources to businesses and consumers around the world. We serve agriculture customers and consumers across the United States and around the world. Most of our 10,000 employees are in the United States, but today we have employees in 19 countries. At CHS, we are creating connections to empower agriculture.
Summary
A Customer Experience (Cx) Specialist is an enthusiast and dedicated to enhancing our customer experiences and will track and help monitor all touchpoints of customer engagement and identify ways to improve our customer attraction and retention tactics surrounding products and services. This role will support a variety of Customer Experience initiatives and participate in analysis activities, improvement efforts and business readiness planning activities. As part of the Customer Experience team this role will require strong collaboration skills with product lines, marketing, sales, IT (Information Technology), legal, and operations teams across digital channels, phone, and in-person touchpoints.
Responsibilities
In collaboration with the Customer Experience team, as well as key partners mentioned above, this role will:
- Design, implement, and manage comprehensive Voice of the Customer (VoC) programs across multiple channels and customer journeys.
- Collaborate cross-functionally with internal stakeholders (Product, Marketing, Customer Service, Sales, and Operations) to align VoC insights with strategic business goals.
- Identify and map critical customer touchpoints to capture feedback at meaningful moments, leveraging customer feedback platforms for survey design, distribution, and dashboard reporting.
- Analyze both qualitative and quantitative customer feedback to uncover trends, pain points, and opportunities for improvement.
- Present actionable insights and recommendations to business stakeholders, including senior leadership, to inform data-driven decision-making.
- Develop and maintain closed-loop feedback processes to ensure timely resolution of customer concerns and continuous experience enhancement.
- Manage multiple concurrent projects, including monthly and quarterly reporting, ad-hoc analyses, and short-term initiatives.
- Create and maintain journey maps, storyboards, and service blueprints to align CX strategies with digital product roadmaps and organizational initiatives.
- Track and analyze customer interactions, facilitate workshops and feedback sessions to socialize findings to co-create and drive improvements across all touchpoints.
- Stay current on industry best practices, tools, and technologies through ongoing training and participation in CX conferences.
Provide strategic input to enhance digital solutions and application development.
Minimum Qualifications (required)
- High School diploma and/or GED
- 7+ years’ experience as a customer experience specialist or similar customer support role
- 20%-25% travel requirement
Additional Qualifications
- A Bachelor’s degree in Business, Marketing, related disciplines, or equivalent experience in lieu of Bachelor’s degree is acceptable
- Customer Feedback applications such as Qualtrics and Dynamics Customer Voice
- Experience in gathering and interpreting customer experience information
- Great organizational and time management skills
- Effective communication, collaboration, and problem-solving skills
- Exceptional interpersonal skills and relationship building
- Strong advocate of change
CHS offers a competitive total rewards package. Compensation includes base wage and, depending upon position, may include other earnings such as bonus, incentives and commissions. Actual pay offered will vary based on multiple factors which may include, without limitation, experience, education, training, specialized skills and certifications, minimum wage/salary requirements under local law.
Benefits include medical, dental, vision, wellness programs, life insurance, health and dependent care spending accounts, paid time off, 401(k), pension, profit sharing, short- and long-term disability, tuition reimbursement and adoption assistance, subject to the eligibility requirements for each benefit plan.
CHS is an Equal Opportunity Employer/Veterans/Disability.
Please note that any communication from a CHS recruiter would be sent using a chsinc.com email address. In addition, a CHS recruiter will not ask for confidential information over the phone or in an email, or request money from a candidate involved in an offer process. If you have questions regarding an employment opportunity, please reach out to chscareers@chsinc.com; to verify that the communication is from CHS.
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