Senior Customer Experience Specialist

Corewell Health • Grand Rapids, MI

1d

About The Position

The Senior Customer Experience Specialist advances customer experience initiatives by serving as both strategist and hands-on executor for Next Best Actions, personalized journeys, and behavioral-science-informed nudges. The role translates customer insights, business priorities, and data into targeted, measurable campaigns delivered through appropriate channels and at relevant moments. In collaboration with marketing, analytics, technology, product, operations, clinical, and business teams, the specialist leads work from opportunity identification and journey strategy through audience design, campaign development, testing, launch, measurement, and optimization. The role also supports digital tools and connected online-to-offline experiences, with the goal of improving customer outcomes, reducing friction, and creating measurable customer and business value.

The specialist develops strategy, roadmaps, and goals for assigned initiatives; identifies valuable customer moments; applies behavioral science to intervention design; and leads campaign execution across channels. The role includes product ownership or strategic leadership for assigned capabilities, coordination with analytics and technology partners, performance measurement and optimization, and communication of strategies and results to stakeholders and leaders. The position supports campaigns, products, and services throughout their lifecycle, from discovery and prioritization to implementation, ongoing operations, measurement, and improvement.

Requirements

• Bachelor's degree or equivalent in healthcare administration, social sciences, business administration, or a related field.
• At least 5 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 or equivalent in healthcare administration, social sciences, business administration, or a related field.
• Master's degree or equivalent experience in behavioral science, marketing, healthcare administration, social sciences, business administration, or a related field.
• Bachelor's degree or equivalent experience in marketing, behavioral science, psychology, healthcare administration, social sciences, business administration, customer experience, or a related field.
• Five years of relevant experience developing and executing customer engagement, lifecycle marketing, Next Best Action, personalized campaign, digital product, or customer experience strategies.
• Demonstrated experience translating customer insights and data into targeted audiences, personalized journeys, campaign requirements, and measurable interventions.
• Experience leading cross-functional work from strategy through execution, launch, measurement, and optimization.
• Working knowledge of behavioral science, experimentation, journey orchestration, segmentation, and campaign performance measurement.
• Strong strategic thinking, written communication, stakeholder management, and project leadership skills, with the ability to move between enterprise strategy and detailed execution.
• Experience with Next Best Action decisioning, customer data platforms, marketing automation, journey orchestration, or campaign management platforms.
• Experience in health care, health insurance, or another highly regulated industry.
• Experience designing controlled tests or experiments and using quantitative and qualitative insights to improve behavior-change interventions.
• Experience delivering personalized, omnichannel campaigns at scale and partnering with analytics, creative, technology, compliance, and operational teams.

Responsibilities

• Develop and advance the vision, strategy, roadmap, and measurable goals for assigned Next Best Action, personalized engagement, and digital experience initiatives.
• Identify and prioritize customer moments where targeted interventions can reduce friction, improve understanding, encourage beneficial actions, and strengthen engagement.
• Translate customer insights, journey data, behavioral signals, and business objectives into campaign strategies, audience definitions, eligibility criteria, contact rules, and personalized experiences.
• Apply behavioral science principles to design clear, timely, and easy-to-complete nudges.
• Lead hands-on campaign execution, including briefs, journey logic, content requirements, calls to action, channel plans, test designs, implementation requirements, and launch-readiness plans.
• Partner with marketing, creative, and channel teams to deliver coordinated messages across email, SMS, direct mail, web, portal, outbound calling, and other available channels.
• Serve as product owner or strategic lead for assigned capabilities and experiences, prioritizing customer outcomes, business value, and speed to impact.
• Work with analytics and data partners to define target populations, personalization attributes, suppression logic, control groups, success measures, and reporting.
• Establish test-and-learn plans, monitor performance and customer response, and optimize content, timing, targeting, cadence, channel mix, and journey design.
• Define and track outcomes such as action completion, engagement, conversion, behavior change, customer effort, experience measures, cost avoidance, and other relevant metrics.
• Translate customer and business needs into technology requirements, decision logic, data needs, implementation plans, and scalable Next Best Action capabilities.
• Address delivery barriers, dependencies, and operational constraints while protecting customer value, compliance, and time-to-impact.
• Build collaborative processes across business, technology, analytics, marketing, operations, clinical partners, and end users.
• Document and communicate strategies, campaign logic, performance insights, recommendations, and decisions for stakeholder and leadership audiences.
• Monitor and support the lifecycle of campaigns, products, and services from discovery and prioritization through implementation, operationalization, measurement, and ongoing optimization.

Benefits

• Comprehensive benefits package for financial, health, and work/life balance goals.
• On-demand pay program powered by Payactiv.
• Discounts directory with deals on restaurants, phone plans, spas, and other offerings.
• Optional identity theft protection, home insurance, and auto insurance.
• Traditional and Roth retirement options with service contribution and match savings. Eligibility for benefits is determined by employment type and status.

What This Job Offers

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