Omnichannel Experience Director

5 days ago

Étreux, Hauts-de-France, United States CLevelCrossing Full time

Seeking an accomplished leader to join our team as the Omnichannel Experience Director in CLevelCrossing. The role is a newly-created position responsible for overseeing product groups that focus on creating single sources of member truth by bringing in transactional and interaction information for cross-channel engagement - digital, contacts, CRM-sales and service.

This position requires a leader who has a strong understanding of data architecture, technology platforms, and a passion for customer experience. You will oversee a product group with 10-12 associates and lead a team of 4 direct reports. This role can be located anywhere within the lower 48 states and does not require relocation.

Key Responsibilities:
  • Set vision for customer journey orchestration and personalization
  • Design and activation of the Customer 360 Platform for transactional and health insights
  • Prioritize high value customer experiences by translating experience needs to integrated data platform capabilities in well-defined platform roadmaps
  • Bring focus and prioritization to core platforms features across Digital platforms, CRM marketing, sales and service platforms, Contact Center and interactions platform, and other core systems of records
  • Manage strategic partnerships, including the choice of vendors and alignment to technology strategy of internal platforms
  • Ensure that opportunities to optimize the use of the platform ecosystem are identified that will generate most value to Humana
  • Recruit, hire, develop, and lead a high-performing team of Directors, Principals and Product Managers to set vision, solution and platform roadmaps and manage success of solutions with regard to OKRs and business strategy.
Requirements:
  • MBA, or MS in Computer Sciences/Data Engineering or BS in a Technology field and 15 yrs. of experience
  • Business architectural understanding and the ability to create and execute on platform vision
  • Experience leading data-driven customer journey visualization, personalization, segmentation, and marketing use cases
  • Expertise with technology and data products and a proven record of success in making progress in a fast-paced product agile development model
  • Demonstrated success leading large scale projects/programs and technology-based solutions
  • Strong analytic, organization and problem-solving skills enabling sound decision making
  • Experience with cloud-based customer experience and ability to manage large platforms
  • Excellent oral and written communications skills, including the polish, poise, and executive presence that will ensure effective interaction with senior and executive level audiences
  • Highly collaborative mindset and excellent relationship-building skills, including the ability to engage many diverse stakeholders and SMEs concurrently and win their co-ownership in the outcome
  • Current or recent experience in a large, highly matrixed company (i.e., Fortune 250), with proven ability to influence cross-functional teams, leaders, and key stakeholders in such an environment
  • Strong leadership skills, with proven success in expanding and elevating the capabilities and performance of the team
  • Demonstrated success of driving results through OKR management
  • Strong understanding of business strategy and demonstrating delivery of strategy
  • Experience managing vendor relationships
  • Work experience in a health care and/or insurance industry is desirable
Compensation:

$150,000-$200,000 per year, depending on qualifications and experience. Location flexible, but preferably in a lower 48 state.

CLevelCrossing offers competitive benefits, comprehensive health insurance, retirement plan matching, paid time off, and professional development opportunities.

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