Customer Experience Manager

3 hours ago

St Petersburg, United States Zelis Full time
Job Title: Customer Experience Manager

The Customer Experience Manager will work on the Zelis Payments and Communication Product team to help assess, build, optimize and monetize payer customer journeys and experiences that drive value, satisfaction and loyalty.



This role is ideal for a customer-centric individual with experience independently leading projects through an established software development lifecycle. You will utilize business and customer data to identify opportunities, measure impact, and tell impactful stories.



The successful candidate will drive multiple projects at once and have a highly collaborative approach.



Responsibilities:


  • Maintain an ongoing perspective around the voice of the customer and advocate for customer-centric solutions.
  • Translate insights into product requirements.
  • Meet with business partners to understand business needs and translate those needs into requirements.
  • Establish and track project plans and KPIs, as well as manage a global view of work underway and the story of progress.
  • Manage the end-to-end delivery of customer experience initiatives, including but not limited to:



  • Document & refine requirements
  • Identify & help source data needs
  • Coordinate QA and UAT
  • Write internal & external documentation of new & modified features
  • Partner with key stakeholders on rollout plans


Requirements:


  • 3+ years strong project management experience
  • 3+ years of experience using PowerPoint for visual storytelling
  • 3+ years of experience advising on UX design
  • 3+ years sourcing, analyzing and visualizing data
  • Hold subject matter expertise in customer insights, business, planning and analysis


Preferred Qualifications:


  • Bachelor's Degree or equivalent work experience
  • Experience with JIRA
  • Experience in the healthcare and/or payments industry


Zelis is modernizing the healthcare financial experience by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers.



This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers.



Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients.



Commitment to Diversity, Equity, Inclusion, and Belonging:

At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations.



We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work.



We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.



Equal Employment Opportunity:

Zelis is proud to be an equal opportunity employer.



All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.



We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.



Accessibility Support:

We are dedicated to ensuring our application process is accessible to all candidates.



If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email.



SCAM ALERT:

There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams.



This site is secure, and any applications made here are with our legitimate partner.



If you're contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare.



We will never asked for the exchange of any money or credit card details during the recruitment process.



Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.

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