Director Customer Experience
2 months ago
Position Summary:
As the Director of Customer Experience at Empower, you are poised at the forefront of orchestrating outstanding experiences that resonate with our customers at every interaction. This pivotal role empowers you to spearhead transformative initiatives that redefine the journey not only for our customers but also for our dedicated employees and trusted healthcare providers. Directly reporting to the Chief Sales & Marketing Officer, you will be instrumental in sculpting the strategic direction of our customer-centric efforts and igniting significant enhancements throughout the organization.
In this dynamic position, you will craft and refine the blueprint of our customer interactions across all touchpoints, ensuring a seamless and enriching experience that cultivates loyalty and satisfaction. Your leadership will be crucial in deploying cutting-edge technology to track and analyze key performance metrics, providing deep insights into customer sentiments and behaviors.
This role is tailored for a visionary leader who thrives on action and innovation, with a proven track record of implementing effective strategies that enhance customer engagement and satisfaction. Here, you will have the unique opportunity to make a substantial impact, leading the evolution of customer experience in alignment with Empower's mission to enhance access to quality, affordable medication.
If you are driven by a passion to make a significant difference and lead a customer experience revolution, we invite you to step into this role and join us on our ambitious journey toward excellence.
Duties and Responsibilities:
- Develops and implements a holistic customer experience strategy that aligns with our brand's values and business objectives, ensuring consistency and excellence at every touchpoint.
- Leads cross-functional teams in the creation and mapping of end-to-end customer journeys for employees, providers, and patients, identifying pain points, opportunities for improvement, and moments of delight.
- Drives the implementation of enterprise-wide technology solutions, such as Medallia and Salesforce, to measure Net Promoter Score (NPS) and gather actionable insights into customer sentiment and satisfaction.
- Collaborates with cross-functional teams to embed customer-centricity into all aspects of the organization, fostering a culture of continuous improvement and innovation.
- Champions the voice of the customer (VOC) throughout the organization, ensuring that customer feedback is collected, analyzed, and used to drive meaningful change and improvement.
- Defines clear objectives and key results (OKRs) for customer experience initiatives, tracking and measuring success metrics to demonstrate impact on financial outcomes, brand loyalty, and reputation.
- Drives organizational change initiatives to support a customer-centric vision, advocating for resource allocation, process improvements, and technology investments that deliver exceptional experiences and reinforce the brand's values.
- Utilizes data and insights to identify pain points and opportunities for improvement in the customer experience, driving continuous optimization.
- Establishes key performance indicators (KPIs) and metrics to measure the effectiveness of customer experience initiatives and track progress over time.
- Implements feedback mechanisms to gather insights from employees, providers, and patients on their experiences and interactions with the organization.
- Collaborates with external partners and vendors to leverage best practices and innovative solutions in customer experience management.
- Fosters a culture of collaboration and excellence within the product marketing team, empowering team members to excel and innovate in their roles.
- Leads RFP process and implements enterprise wide. Provide leadership and guidance to a team of customer experience professionals, fostering their development and empowering them to drive positive change.
- Stays abreast of industry trends, best practices, and emerging technologies related to customer experience, incorporating innovative ideas into our strategies.
- Performs other duties as assigned.
While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the work day and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.
Knowledge and Skills:
- Proven track record of mobilizing large, complex projects and driving organizational change in a healthcare or related industry.
- Stro
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