Customer Experience Director

4 weeks ago

New York, New York, United States EmblemHealth Full time
Job Title: Director, Customer Experience

EmblemHealth is seeking a highly skilled and experienced Director, Customer Experience to lead our efforts in delivering exceptional customer experiences across our organization.

Key Responsibilities:
  • Lead the assessment of customer touchpoints to identify areas for improvement and develop strategies to enhance the customer experience.
  • Collaborate with cross-functional teams to design and implement customer experience journeys that meet the needs of our members.
  • Develop and execute quality programs to measure interaction effectiveness, efficiency, and experience for our members.
  • Lead a team of quality professionals to perform audits and prepare quality reports.
  • Hire, retain, and develop talent within the organization and work with senior leadership to define and drive go-forward operating model changes based on customer needs and internal capabilities.
  • Provide insights from analysis of quality audits to enable more effective business decision making.
Requirements:
  • Bachelor's Degree in a related field, such as business, healthcare, or social services.
  • 5+ years of relevant work experience in healthcare or managed care.
  • Excellent leadership skills and the ability to influence line management decisions with data-driven facts.
  • Strong problem-solving and analytical skills to apply to a wide array of business problems and challenges.
  • Solid change leadership, facilitation, verbal and written communication, and presentation skills.
  • Ability to deal with ambiguity and interact with all levels of management up to and including executives.
  • Self-starter and independent thinker.
  • Strategic and tactical perspective on how to significantly improve operational performance.
  • Ability to manage frontline staff on a day-to-day basis.
  • Proficient with MS Office and working knowledge of analysis tools and CRM systems.

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