The Digital Experience Specialist assists in the design, development and implementation of both internal sales enablement and customer experience programs. The Specialist will participate in the assessment of the overall development and training needs and collaborate with management to implement new enablement programs that meet National MI’s strategic goals and objectives to ultimately drive client engagement.
Job Duties and Responsibilities
Establish and manage procedural processes and workflow for National MI’s Customer Training function, as well as ensure consistency in processes, training and communication.
Assist management in developing National MI’s external engagement strategy and course content, including reviewing the training topics delivered by vendors for external customers.
Collaborate with management to develop curriculum based on internal sales team needs. Includes enablement programs in digital sales, communication, and presentation skills and additional topics as determined by business needs.
Foster and build relationships to collaborate with internal National MI team members, external training vendors and industry experts.
Recommend training topics that continuously leverage and maximize the output of outsource providers. Communicate directly with internal and external customers on webinar topics, strategic programs and eLearning platform.
Assist in management of National MI’s vendor contract relationships.
Work with management to assess, measure and monitor workflow and results.
Review full vendor training experience through post class surveys to ensure engagement objectives are met.
Assist in analyzing metrics and data using Salesforce.com (SFDC) to ensure training initiatives are contributing to the achievement of business goals and objectives. Also, assists in evaluating this data for trends and opportunities.
Create sales and marketing campaigns in SFDC.
Research industry trends. Make recommendations to enhance digital experience training topics to Management, Sales, and Marketing teams.
Identify market strategic opportunities and initiatives to impact the organization’s success.
Assist management in creating and coordinating live GoToWebinar training webinars, compiling sales reports, training calendar management, etc.
Align day-to-day operations, projects, and services delivered with organizational priorities and business needs.
Provide ad hoc assistance with projects, as needed.
Skills and Competencies
Bachelor’s degree in Marketing, Business Administration, a related field or equivalent work experience.
Minimum of 4 years of experience, performing sales training and content development, preferably in mortgage, banking, or real estate industry.
Experience within a learning team designing, developing, facilitating, and delivering digital customer and sales training and enablement programs.
Highly proficient in MS Office products.
Experience with Learning Management System (LMS), Salesforce.com, and various webinar tools. Mortgage specific technology experience a plus.
Understanding of the mortgage industry and working with mortgage industry customers preferred.
Strong organizational skills. Ability to manage projects using project plans, project management tools, and manage expectations.
Excellent written and verbal communication skills, and skilled in preparing effective presentations, with clear narrative and impactful graphics.
Prior experience with external vendor and/or client management.
Proven ability to manage functional and company-wide initiatives.
Strong strategic planning abilities and critical thinking skills.
Ability to work independently with minimal supervision.
Demonstrates resourcefulness and initiative.
Strong customer service skills and values.
Ability to adapt and be flexible to changing priorities and varied duties on a daily basis.
Works ethically and with integrity supporting organizational goals and values.
Ability to work in fast-paced office environment with frequent tight deadlines, interruptions and occasional long hours/overtime.
Completes work in a timely manner and meets deadlines.
Maintains confidentiality of information and uses information appropriately.
Contributes to building a positive team spirit and treats others with respect.
National MI is an Equal Employment Opportunity employer and is committed to a diverse workforce. We value and actively seek to recruit, develop, and retain individuals with varied backgrounds and experiences reflecting the full diversity of the communities that we serve. It is the policy of the National MI to comply with all applicable laws concerning the employment of persons with disabilities.
About National Mortgage Insurance Corporation
National MI is the leader in restoring trust in the mortgage insurance industry. We take a straightforward approach to both our products and practices to ensure lenders’ confidence in the loans they place with us. We move MI forward through innovation, and help more people get into homes by enabling low down payment borrowers to realize homeownership.
National MI began with a promise to restore trust in the mortgage insurance industry, and we deliver on that promise:
• Pioneering 12 month rescission relief
• Offering the best terms of coverage
• Pledging a sensible and fair underwriting approach
• Putting customers first, always