Director, Customer Lifecycle Experience

About SCAN

SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 277,000 members in California, Arizona, Nevada, Texas and New Mexico. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 45 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.

The Job

Leads the overall end to end customer lifecycle experience at SCAN including how we onboard new members, engage with them with they have an issue, renewals and retention and ultimately offboarding. Through these efforts, you will oversee and manage the strategies, programs and interventions that are aligned with key moments in the members' lifecycle.

You Will

SCAN members experience various key moments throughout their lifecycle with us. This role will be responsible for leading programs and interventions across the key components of a member's lifecycle starting post-sale. This includes understanding the baseline performance today and developing and executing strategies to improve how our members experience various components of their lifecycle with SCAN.

Example moments of a members' lifecycle include: new member onboarding, service recovery opportunities, renewal, retention, and offboarding. Given the experiences that shape these moments for our members are highly dependent on multiple teams throughout SCAN (e.g., Marketing, Consumer Insights, Digital Strategy, Member Services, Member Outreach, Healthcare Services, Network Management, Product, Sales) and within our ecosystem (e.g., Providers and Vendors), this role will be very cross functional working with a broad group of stakeholders.

Success will be measured upon how we can improve the experiences our members have in the key moments that lead to increased member loyalty, retention and satisfaction scores.

Develop and execute a vision and strategy for our customer lifecycle program, including all campaigns and interventions across the program. Build and measure key metrics (e.g., CLV, retention rates, engagement rates) across various components and throughout the end-to-end lifecycle of a member.

Manage and develop the governance, reporting, and roadmap(s) associated with the overall program. Build and lead a team of high-performing member lifecycle product owners with a player-coach mentality, equipping your team with the day-to-day support and professional development opportunities to deliver their best work; this will require at times you to own specific campaigns and initiatives.

Define annual and quarterly team OKRs and key initiatives, aligning campaign performance to business objectives and priorities. Prioritize member segments and interventions to drive business outcomes. Deeply understand the pain points, opportunities, and areas that delight members across the various lifecycle moments. Manage the definition, development, and subsequent monitoring and reporting of key success metrics and associated ROI analysis.

Understand the underlying data that supports the customer lifecycle including gaps and opportunities to ingest more data. Oversee the process for the development and implementation/execution of lifecycle enhancements and innovations cross functionally and within our ecosystem partners.

Utilize customer feedback mechanisms to improve our overall service, products and experience across the member lifecycle; build additional methods to capture member feedback and execute operational enhancements based on this feedback. Develop and execute hypothesis testing methodologies to drive innovation, agility and maximize performance.

Develop and oversee loyalty initiatives that increase SCAN's stickiness with customers and delight customers; this also includes identifying new moments that matter that require specific programmatic services / interventions and support, as appropriate in particular after a member has had an event that changes their needs from SCAN.

Become an expert (within healthcare and non-healthcare industries) on trends, best practices, and technologies in customer engagement and retention to drive innovation. Develop and maintain a culture of member retention to ensure that retention is interwoven into the fabric of the organization.

All other duties as assigned.

Your Qualifications

Master's degree in public health, MBA, or other Master's Degree or equivalent experience

5+ years operational/customer experience, and/or retention, account management or a similar role, preferably in the healthcare industry

5 years of leadership experience

Experience with large scale change management initiatives

Experience with CRM to drive campaign and intervention performance

Experience with Medicare Advantage is preferred

Experience with coordinating diverse groups of individuals to achieve overall program success

Demonstrate strong organization, time management and project management skills

Leadership - Skilled to develops others

Business Insight - In-Depth understanding of the business

Problem Solving - Good problem-solving skills

Strategic Mindset - Creates strategies to sustain competitive advantage

Customer-focused, creative, iterative thinker with strong problem-solving skills.

Strong planning, critical thinking and leadership skills with the ability to motivate and inspire others to achieve targets.

Strong data orientation.

Proven background in successful management of innovation and implementation initiatives. Proven background in successful implementation of onboarding and/or retention, loyalty programs, or similar customer experience types of programs.

Proven background in documenting business, technology, and data requirements. Strong program management skills, using analytics, user research and other approaches to help make decisions and iterate on overall strategy. Excellent interpersonal, group motivation and supervisory skills.

Excellent written and oral communication skills, including presentation skills. Excellent organizational skills; ability to prioritize multiple and competing tasks, working independently and in a team environment.

Demonstrated ability to work with all levels of staff, within and external to the organization to achieve goals.

Ability to identify and incorporate Diversity, Equity, and Inclusion goals and tactics within strategic initiatives. Ability to work well in a fast-paced and dynamic environment.

Ability to manage multiple competing priorities, rapidly adapt and respond to customer requests and timeline changes. Ability to plan and manage at both the strategic and operational levels with autonomy while consistently monitoring the key metrics of the business and driving process improvements.

Tableau and/or other data analysis and visualization tools preferred. Proficient with data manipulation through Excel or tableau.

What's in it for you?

• Base salary range: $147,900 to $236,600 per year
• Internal Title: Dir, Member Experience
• Mostly Remote Work Mode
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• Eleven paid holidays per year, plus 1 floating holiday, plus 1 birthday holiday
• Excellent 401(k) Retirement Saving Plan with employer match and contribution
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day

We're always looking for talented people to join our teamQualified applicants are encouraged to apply now

At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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