Lead Marketing and Customer Experience Specialist
About The Position
The Customer Experience (CX) function at Priority Health strategically identifies opportunities to develop innovative, digital solutions aimed at enhancing customer experience and engagement. The Lead CX Specialist is crucial to this mission, managing the lifecycle of digital tools, services, and ensuring seamless online-to-offline integration. This role involves leading agile, cross-functional teams across Priority Health's market segments, focusing on delivering immediate value through business insights, competitive analysis, customer journey mapping, user-centered design, maintaining a robust backlog of work, presenting measurable results to leadership, and overseeing the transition of digital experiences from testing to launch-ready for members. As part of Corewell Health, the specialist will contribute to delivering personalized healthcare, fostering a collaborative culture, and advancing the organization's mission to improve health, instill humanity, and inspire hope. Corewell Health is a nationally recognized not-for-profit health system with over 60,000 dedicated team members, providing healthcare and coverage through 22 hospitals, 300+ outpatient locations, and Priority Health, which serves over 1.2 million members.
Requirements
- Bachelor's Degree or equivalent in healthcare administration, social sciences, business administration or related field
- 10 years of relevant experience
- Managing the end-to-end lifecycle of digital-first experiences – designed to engage and empower end users
Nice To Haves
- Master's Degree in healthcare administration, social sciences, business administration or related field
Responsibilities
- Set the vision, strategy and measurable goals for each product/service that supports the overarching digital transformation strategy.
- Map the member journey to uncover top pain points to prioritize and solve, and create an execution plan that solves the top pain points.
- Work through barriers that arise and modify action plans when necessary to maintain time-to-value.
- Lead a team that has diverse skills and backgrounds spanning technical and business-orientated functions.
- Translate consumer research and usability testing into an action plan using an iterative test-and-learn process.
- Identify technology needs, translate into business requirements and oversee implementation.
- Identify and guide optimal integration with other digital tools/services.
- Liaise and support market segment teams at all levels to enlist support and buy-in on prioritized workstreams.
- Manage change and expectations among key stakeholders.
- Collaborate with the project manager to deliver on-time, within budget and add value to the member experience.
- Lead transitions from a test environment to a launch-ready member experience that is fully operationalized.
Benefits
- Comprehensive benefits package to meet your financial, health, and work/life balance goals.
- On-demand pay program powered by Payactiv
- Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
- Optional identity theft protection, home and auto insurance, pet insurance
- Traditional and Roth retirement options with service contribution and match savings
- Eligibility for benefits is determined by employment type and status
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
