Customer Experience Architect Principal - Remote

Prime Therapeutics•Home, WV

7d•$108,000 - $184,000•Remote

About The Position

At Prime Therapeutics (Prime), we are a different kind of PBM, with a purpose beyond profits and a unique ability to connect care for those we serve. Looking for a purpose-driven career? Come build the future of pharmacy with us. Job Posting Title Customer Experience Architect Principal - Remote Job Description The Customer Experience Architect acts as the voice of Prime’s customers and helps teams think about and design experiences that solve customer problems and help them achieve their goals. This position is responsible for influencing every way customers interact with Prime Therapeutics, for multiple customer types (members, clients, health care professionals, and other stakeholders), working in all channels (digital, contact center, mail, text, social media, etc.), and considering people, processes, information, and technology in customers’ end-to-end experiences. This role is also responsible for developing Customer Experience strategies and partnering with other teams and leaders to effectively share findings, recommendations, design requirements, and success measures. This position is responsible for engaging, energizing, and enabling Prime employees to think about customers as the central focus of our business.

Requirements

Bachelor’s Degree in user experience design, psychology, business, research, or marketing, or equivalent combination of education and/or relevant work experience; HS diploma or GED is required
7 years of work experience in Account Management, Strategic Marketing, Customer Insights, and/or Customer Experience across more than one customer interaction channel (e.g. digital, contact center, mail, text, social media, etc.)
Must be eligible to work in the United States without the need for work visa or residency sponsorship
An active listener and experienced facilitator who can use various methods to run constructive design discussions
Experience in human-centered research techniques, including ethnography and other discovery methods to understand and clearly convey people’s needs, goals, mental models, and behavior patterns
Passion for human-centered design as a way of helping people, and experience leading Design Thinking processes
Curiosity to dig several layers deep into data, and have an innate desire to understand key drivers
Strong business and strategic acumen, with evidence of achieving results in complex settings
Ability to prioritize and make tradeoffs between customer experience impact and other variables (e.g. cost)
Familiarity with project management and reporting methods
Strong ability to influence in a way that leads to collaboration and alignment
Demonstrated visual design skills

Nice To Haves

Experience in healthcare, Pharmacy Benefits Management, or other highly regulated industry
Experience developing business case analyses
MBA or other related advanced degree
Proficient in Microsoft Office software with strong PowerPoint skills

Responsibilities

Identify high-impact customer experiences for Prime to deliver on, and define the future state using methods, tools, and deliverables that emphasize superior, end-to-end experiences
Help teams empathize with customers by leading analysis of what people see, think, feel, and do at key points in their journeys; work with leaders to develop and track metrics to measure Customer Experience, and reveal gaps
Help teams make ideas visible through collaborative brainstorming, sketching, and discussions
Contribute to solution definition and requirements using persona-based journey maps, scenarios, process flows, service blueprints, and other tools/methods
Influence senior leaders and key decision makers to drive strategic initiatives into all facets of the business (i.e. product development, clinical, operations, sales, etc.), and ultimately, to deliver customer-facing solutions
Contribute to a multi-year Customer Experience roadmap and keep an eye on market changes, new technologies, and changing customer needs
Listen to our customers and leverage Customer Insights studies to identify experience improvements and innovation to meet current and possible future explicit, implicit, and latent needs
Influence design of interactions across all channels by building relationships, connecting people, and collecting insight across teams and office locations to develop holistic solutions
Engage employees and lead culture change to align Prime employee behaviors to Customer Experience principles
Other duties as assigned