Customer Experience Director

4 weeks ago

New York, New York, United States EmblemHealth Full time

Job Summary

EmblemHealth is seeking a highly skilled Customer Experience Director to lead the assessment of customer touchpoints and drive cross-departmental solutions to improve member experience. The ideal candidate will have a strong background in customer experience, leadership, and analytics.

Key Responsibilities

  • Lead ongoing assessment of customer touchpoints, including target, effectiveness, and customer perception.
  • Collaborate with enterprise-wide stakeholders to define differentiating customer experience journeys.
  • Drive cross-department root cause analysis of key customer experience abrasion points and oversee definition and execution of remediation plans.
  • Lead the execution of a Quality program across inbound and outbound contact centers and adapt it to measure interaction effectiveness, efficiency, and experience.
  • 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.

Requirements

  • Bachelor's Degree, preferably in business, healthcare, or social services related field.
  • Years of relevant, professional work experience, with additional experience/specialized training considered in lieu of educational requirements.
  • Experience in positions designed to drive member experience and root cause analysis.
  • Ability to translate business needs into workplans/technical requirements and communicate them to technical staff.
  • Excellent leadership skills and the ability to influence line management decisions with data-driven facts.
  • Strong problem-solving and analytical skills to be applied 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 to 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 (Word, Excel, PowerPoint, Teams, Outlook).
  • Working knowledge of analysis tools and CRM systems.

Additional Information

  • Hiring Range: $105,000-$195,000

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