Vice President of Customer Experience Strategy

1 month ago

Houston, Texas, United States Empower Pharmacy Full time
About Empower Pharmacy

Empower Pharmacy is a visionary healthcare company dedicated to providing quality, affordable medication to millions of patients across the nation. As the largest 503A compounding pharmacy and FDA-registered 503B outsourcing facility in the country, we serve the functional medicine markets with a relentless focus on three core values: People, Quality, and Service.

Job Summary

We are seeking a highly experienced Customer Experience Transformation Leader to join our team as Vice President of Customer Experience. In this pivotal role, you will be responsible for shaping the future of healthcare interactions by forging meaningful connections and crafting unforgettable experiences that resonate deeply with our employees, providers, and patients.

Key Responsibilities
  • Craft a Holistic Customer Experience Strategy: Develop and implement a comprehensive customer experience strategy that aligns with our brand's values and business objectives, reinforcing our brand identity at every touchpoint.
  • Lead Customer Journey Mapping: Oversee the development of end-to-end customer journey maps for three customer segments: employees, providers, and patients, ensuring that these maps address their needs and pain points while resonating with our brand's tone, personality, and positioning.
  • Integrate Key Technologies: Oversee the integration of key technologies such as Medallia and Salesforce to drive comprehensive 360-degree views of customer experiences, enabling personalized interactions and informed decision-making.
  • Embed Customer-Centricity: Collaborate with cross-functional teams to embed customer-centricity into all aspects of our organization, fostering a culture of continuous improvement and innovation.
  • Champion the Voice of the Customer: Champion the voice of the customer throughout the organization, ensuring that customer feedback is captured, analyzed, and acted upon to reinforce our brand's image and build brand loyalty.
  • Define Success Metrics: Define clear objectives and key results for CX initiatives, tracking and measuring success metrics to demonstrate the impact on financial outcomes and gauge their effectiveness in enhancing our brand loyalty and reputation.
  • Drive Organizational Change: Drive organizational change initiatives to support a customer-centric vision that is aligned with our brand identity, advocating for resource allocation, process improvements, and technology investments that deliver exceptional experiences and reinforce our brand's values and positioning.
Requirements
  • Proven Track Record: Proven track record of mobilizing large, complex projects and driving organizational change in a healthcare or related industry.
  • Strong Leadership Skills: Strong leadership skills with experience managing multidisciplinary teams in a complex organizational structure.
  • Exceptional Analytical Skills: Exceptional analytical and problem-solving skills, with the ability to translate insights into action and drive business results.
  • Proficiency in Microsoft Office Suite: Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).
Competencies
  • Customer Focus: Ability to build strong customer relationships and deliver customer-centric solutions.
  • Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
  • Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
  • Resourcefulness: Secures and deploys resources effectively and efficiently.
  • Manages Complexity: Makes sense of complex, high-quality, and sometimes contradictory information to effectively solve problems.
  • Ensures Accountability: Holds self and other accountable to meet commitment.
  • Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
  • Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Education and Experience
  • Bachelor's Degree: Bachelor's degree in Business Administration, Marketing, or related field required; advanced degree preferred.
  • Minimum of 15 Years of Experience: Minimum of 15 years of experience in consumer marketing, customer experience, product management, and transformation leadership, with at least 10 years in a senior Customer Experience role.
  • Experience Integrating Technologies: Experience integrating technological advancements with CX initiatives, particularly in utilizing platforms like Medallia and Salesforce.

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