VP of Customer Experience

2 weeks ago

Atlanta, United States Bankers Healthcare Group Full time

** VP of Customer Experience & Digitization**

**Team:** Product **Department:** Operations **Location:** Atlanta, Georgia **Commitment:** Full-time Then Bankers Healthcare Group is the place for you. We offer innovative financial solutions to licensed and highly-skilled professionals, representing the best of both traditional lending and fintech, and are looking for passionate, impact players to help take our company to the next level. At BHG, youll become immersed in the finance industrywith a variety of loan solutions, credit cards, patient financing, bank programs, and collections services, which have helped BHG become one of the leading providers of finance solutions. With over 20 years in business, we have the stability of an established company with the speed and agility of a startup, where ingenuity and risk-taking are encouraged, and every employee has the opportunity to learn, grow and thrive. **Who You Are** You are a motivated professional who is passionate about Transforming and Implementing a function and team, maintaining and continuously improving a Customer Experience across the organization. You excel at Implementing and leading a successful Customer Experience Team within Product Engineering and IT functions. You are a relationship, customer service-oriented professional who thrives in a fast-paced environment where you can help Product Engineering and IT transform our solutions to a Customer-Centric organization. * In this position, you will be responsible for facilitating the ownership of customer experience excellence throughout our company. Our vision for customer experience excellence is alignment to strategic customer segments expectations and goals, for a seamless (smoothly connected), transparent and frictionless (hassle-free) experience that sustains mutual growth. As an established CX & digital leader, you will have the skills to influence at every level, imparting your CX & digital knowledge and skills in a constructive, empowering, and collaborative way. Working closely with our COO, you will be the driving force behind our organization's CX and digital transformation.

* Ensure that all leaders reporting to the COO have a clear understanding of the companys vision and goals for customer experience, and of their organizations respective contribution. This includes setting the customer experience goals assigned to top management executives.

* Develop and deploy the companys customer experience strategy, including characterization of strategic customer segments and implications for charters and roles throughout the company, and systematic collection and application of customer experience insights for strategic advantage and growth.

* Develop an efficient portfolio of customer experience insights and analytics that provide an integrated single view of each customer, a 360-degree view of customer experience for each segment, a delightful experience for participants, and reports that compel strategic action systematically across the company.

* Drive digital innovation and serve as a cross-functional change agent across the organization

* Set and implement the digital strategy by working with cross-functional partners to map and transition traditional processes to digital ones

* Demonstrated ability to create a shared vision, inspire collaboration, and drive change with momentum.

* Proven ability to manage diverse efforts synergies.

* Experienced in navigating ambiguity and change with an entrepreneurial mindset.

* Track record of customer-centric decision-making.

* Min 10-15 years experience in a similar role

* Proven track record of leading successful customer experience & digital transformation projects

* Understanding of the Financial sector

* Have an innovative and disruptive mindset, constantly looking forward

* Experience managing and leading a team

* Proven influencing and collaboration skills

We strive to offer amenities, opportunities, events, and programming that support the interests of our teams, while furthering the culture that makes us Great Place to Work certified. Some of the benefits you can expect when you join BHG include:

* 100% coverage of monthly health insurance premiums

* Competitive PTO and vacation policies

* Company 401(k) plan with employer contributions after one year

* On-site gym access and memberships, with personal trainers, and certified nutritionists on staff

* Company-sponsored training and certification opportunities

* Monthly award ceremonies where top achievers are celebrated and receive additional bonuses

* Ongoing volunteer opportunities to give back to the community through our BHG Cares program

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