Job description

Engagement Description

• Champion the voice of the customer across Senior Health Services while being responsible for ensuring an exceptional customer experience for our Medicare Advantage members across the member journey.
• Will be a key contributor to the development of Senior Health Services customer experience strategy and serve as business lead on key strategic initiatives, leading to an experience consistent with enterprise vision.
• Will leverage data and analytics, CX expertise and work with cross-functional partnerships to deliver targeted initiatives to measurably improve customer experience, measured by key government and enterprise metrics.
• This role focused on member experience improvements in digitally enabled ways and requires close partnership with Senior Health Services Digital Product owners and enterprise DX/IT/Data Strategy to ensure investments and capabilities are focused on delivering meaningful member experiences.

Top 3 Required Skills/Experience

• Experience leading or contributing to initiatives designed to deliver experience improvements in support of the customer experience strategy
• Ability to respond to key metrics, define strategic goals and leading indicators, and identify areas to positively impact overall experience.
• Actively engage with cross-functional stakeholders with shared accountability to deliver the customer experience, including but not limited to customer servicing, operations, member communications, and digital internal stakeholders

Required Skills/Experience

• Continually monitor metrics to identify areas of abrasion for customers
• Research areas negatively impacting experience to identify root causes, downstream impact, trends, and risk mitigation. Analyze "voice of the customer (VOC) and behavioral information to understand why consumers are satisfied/dissatisfied, along with the attitudes, motivations, etc. to develop deep insights into customer needs and behaviors
• Represent SHS customer experience within key initiatives that span all areas of the business
• Engaged within the communications process to ensure messaging strategies are consistent and align to customer experience principles
• Methodical, organized, systematic and outcome-focused in defining, socializing and reaching deadlines and results
• Experience with Digital Experience, IT or data strategy initiatives and the ability to focus on delivering member experience in digitally enabled ways.

Preferred Skills/Experience

• Excellent communication, presentation, delegation, follow-up skills
• Strong analytical and quantitative skills
• Excellent time management and organizational skills
• Demonstrated ability to manage complex and competing priorities
• Demonstrated conflict management and resolution skills
• Ability to work with and empower others on a collaborative basis to ensure success of unit team

Education/Certifications

• Bachelor’s degree in a related field, Marketing, Communications or Customer Experience preferred.
• 7 years' experience in a customer-centric environment. Health care experience, Medicare experience, or experience improving CAHPS results preferred.

Job Type: Contract

Salary: $52.00 - $55.00 per hour

Experience level:

• 7 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Experience:

• Marketing /Digital background: 1 year (Required)
• healthcare clients: 7 years (Required)
• Customer Service Manager: 7 years (Required)
• Medicare: 7 years (Required)

Work Location: One location

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