Customer Experience Program Manager

Point32Health • Canton, MA

1d • $107,602 - $161,402 • Hybrid

About The Position

Under direction of the Director, Customer Experience, the Customer Experience Program Manager is responsible for helping all Point32Health lines of business understand, and meaningfully improve, the experiences our customers have with us. The Customer Experience Program Manager is a high-impact role which requires a seasoned professional who can deeply understand and drive the optimization of complex customer lifecycles. the Customer Experience Manager is a key member of our enterprise Customer Experience team and works closely with business leaders across the organization to lead strategic journey mapping engagements and develop recommendations and strategic improvement plans that execute against improvement opportunities. The Customer Experience Manager manages multiple data-driven improvement plans focused on strengthening customer loyalty, improving overall Customer Experience (CX), and improving Key Performance Indicators (KPIs) measures. The Customer Experience Manager serves as an in-house expert, champion, and voice of customers (VoC), across all lines of business, for Harvard Pilgrim Health Care & Tufts Health Plan by understanding existing VoC mechanisms or facilitating ways to collect new insights. The position requires strong leadership, collaboration, and facilitation skills to be successful in a matrixed organization.

Requirements

• Bachelor’s degree or equivalent relevant experience in health care, consulting or a related business discipline is required.
• Minimum 5-7 years of relevant professional experience preferably in the healthcare industry or consulting industry
• Project/program management, customer experience measurement & improvement, and business plan development experience required.
• Excellent facilitation skills, with the ability to lead large cross-functional teams virtually and in-person.
• A working understanding of health plan operations and health plan customers, including Members, Providers, Accounts and Brokers
• Customer-centric mindset with the ability to distinguish between business processes and customer touchpoints.
• Strong problem-solving skills and the ability to analyze and interpret data.
• Must be able to think from a customer’s perspective, using tools and data provided by research to create and optimize the customer journey, identify trends, and inform decision making.
• Must have a strong passion for bringing the voice of customers alive.
• Proven track record of achieving measurable CX improvements.
• Ability to see the big picture, an inquisitive nature, and the ability to take ideas and put them in action.
• Excellent presentation and communication skills and comfortable working with all levels of the organization
• Proven leadership, time management and organizational skills
• Strong business reporting and program management skills
• Elevated level of oral and written communication skills, ability to communicate with and influence internal and external constituents at all levels with confidence.
• Must be flexible and a proponent/champion of change, able to conceptualize and envision the impact of change, and propose new ways to do business.
• Requires the ability to maintain effective and productive relationships.
• Must have the ability to motivate colleagues by fostering team spirit, an attitude of cooperation, and a commitment to the organization.
• Possess high level influencing skills with the ability to manage and motivate.
• Must have a demonstrated ability to obtain the confidence and trust of non-reports, resulting in high commitment and cooperation.

Nice To Haves

• Professional CX certification preferred.
• Experience in human centered design or design thinking preferred.

Responsibilities

• Manage high-profile strategic journey mapping engagements with key business partners: Facilitate interviews, cross-functional workshops, and immersion sessions with key stakeholders, including executives, leaders, subject matter experts and/or external vendor partners.
• Capture and document detailed and complete customer journeys, including touchpoints and accountabilities for end-to-end macro or micro journeys.
• Lead the development and execution of customer research strategies that brings qualitative insights and the customer perspective into the final journey map design.
• Develop prioritized and actionable recommendations that reduce customer effort and abrasion, drive business improvement, meaningfully impact CX measures.
• Use and improve a customer journey map framework that allows for CX team Build and manage strategic CX improvement plans.
• Build and manage multiple data-driven improvement plans focused on strengthening customer loyalty, improving overall Customer Experience (CX), and improving Key Performance Indicator (KPI) measures.
• Collaborate with leadership, teams and partnering departments to define and execute strategic and/or departmental initiatives in support of specific lines of business, market segments or products to influence outcomes.
• Develop cross-business communication plans with functional leaders and product owners to share or present status.
• Identify opportunities and advocate for improvements and/or tools that support the corporate vision as well as needs of the customer
• Serve as an in-house expert on our customers’ journeys, key performance indicators.
• Champion and advocate for our customers and their experience with their plan, across all lines of business
• Become a company expert regarding CX best practices across the industry. Introduce and share latest trends, findings and insights based on research and experience.
• Conceptualize, visualize, and present new ways of doing business that help achieve desired outcomes.
• Become the company expert regarding member experience best practices across the industry.
• Inform and support a reporting strategy that allows enterprise/individual lines of business to trend customer experience measures, including satisfaction, and identify organizational performance drivers.
• Produce monthly program summaries and updates to stakeholders and steering groups.
• Develop performance metrics that effectively measure progress and provide insights for further process optimizations
• Participate on CX governance committee(s)
• Support the prioritization of requests for CX support, initiatives, and projects to balance competing priorities while delivering high value.
• Identify opportunities and advocate for improvements, tools and/or capabilities that support the corporate vision as well as needs of our customers.
• Effectively manage member experience change by implementing key initiatives as needed.
• Represent the enterprise CX team and our customers across the organization, as needed.
• Present monthly and quarterly results, identifying areas of strength and/or opportunity as needed
• CX Project Management Lead and implement initiatives or projects that help meet the goals of the customer experience programs across the organization as needed.
• Other duties and projects as assigned

Benefits

• Medical, dental and vision coverage
• Retirement plans
• Paid time off
• Employer-paid life and disability insurance with additional buy-up coverage options
• Tuition program
• Well-being benefits
• Full suite of benefits to support career development, individual & family health, and financial health

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level