Lead Marketing and Customer Experience Specialist
About The Position
The Customer Experience (CX) function strategically targets areas of opportunity to create innovative, digital solutions which lead to an improved experience and higher engagement by our customers. Central to this mission is the role of the Lead CX Specialist, who is responsible for managing the lifecycle of digital tools, services and frictionless online-to-offline integration. They lead agile, cross-functional work teams that span across Priority Health's market segments and are accountable for adding immediate value in the areas of: Business insights and competitive analysis, customer journey mapping, user-centered design, maintaining a healthy backlog of planned work, presenting measurable results to leadership, and leading transitions from test to launch-ready, digital experiences for our 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
- Responsible to set the vision, strategy and measurable goals for each product/service that supports the overarching digital transformation strategy.
- Maps 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 modifies 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 adds 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
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
