Vice President, Customer Experience

2 weeks ago

Houston, United States Empower Pharmacy Full time

Position Summary:
As Vice President of Customer Experience (CX) at Empower, you're embarking on a transformative journey to shape the future of healthcare interactions. This pivotal role places you at the heart of our mission, empowering you to forge meaningful connections and craft unforgettable experiences that resonate deeply with our employees, providers, and patients.

In this dynamic position, you will implement and leverage the latest in technology and innovation, blending them with a deep understanding of human touchpoints to architect seamless and impactful customer journeys. Your vision will drive the integration of employee engagement, customer satisfaction, and business success, embodying the essence of Empower in every interaction.

Your leadership will not only shape the narrative of our brand but also champion a movement towards a more accessible, healthier future. Through strategic foresight and a passion for storytelling, you will inspire change, pushing the boundaries of what's possible in healthcare.

Join us in this exhilarating role where innovation meets impact. Here, every day presents a new opportunity to influence the healthcare landscape, making a real difference in the lives of those we serve. At Empower, we're not just creating experiences; we're setting new standards for excellence in healthcare.

Duties and Responsibilities:

- Crafts and implements a holistic customer experience strategy that not only aligns with our brand's values and business objectives but also reinforces our brand identity at every touchpoint, ensuring that each interaction reflects our commitment to excellence.
- Leads the development of end-to-end customer journey maps for three customer segments: employees, providers, and patients, ensuring that these maps not only address their needs and pain points but also resonate with our brand's tone, personality, and positioning.
- Oversees the integration of key technologies such as Medallia and Salesforce to drive comprehensive 360-degree views of customer experiences, enabling personalized interactions and informed decision-making.
- Collaborates with cross-functional teams, including marketing, operations, and technology, to embed customer-centricity into all aspects of our organization, fostering a culture of continuous improvement and innovation.
- Champions the voice of the customer (VOC) throughout the organization, ensuring that customer feedback is not only captured, analyzed, and acted upon but also used to reinforce our brand's image and build brand loyalty.
- Defines clear objectives and key results for CX initiatives, tracking and measuring success metrics not only to demonstrate the impact on financial outcomes but also to gauge their effectiveness in enhancing our brand loyalty and reputation.
- Drives organizational change initiatives to support a customer-centric vision that is aligned with our brand identity, advocating for resource allocation, process improvements, and technology investments that not only deliver exceptional experiences but also reinforce our brand's values and positioning.
- Implements feedback mechanisms to gather insights from employees, providers, and patients on their experiences and interactions with the organization.
- Develops and maintains customer personas to ensure a deep understanding of the diverse needs and preferences of different customer segments.
- Establishes customer journey KPIs and benchmarks to measure the effectiveness of CX initiatives and identify areas for improvement.
- Collaborates with external partners and vendors to leverage best practices and innovative solutions in customer experience management.
- Provides regular training and development opportunities for employees to enhance their customer service skills and ensure alignment with CX objectives.
- Fosters a culture that promotes professional growth and accountability through performance feedback and coaching.
- Conducts regular audits of customer touchpoints and interactions to identify areas of friction and opportunities for optimization.
- Implements a closed-loop feedback process to ensure that customer feedback leads to tangible improvements in products, services, and processes.
- Monitors industry trends and emerging technologies to anticipate future customer needs and stay ahead of competitors in delivering exceptional experiences.
- Perform other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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 workday and frequently use their hands and fingers

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