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Customer Experience Strategy Director

2 months ago

Rochester, New York, United States Univera Healthcare Full time
Job Summary

We are seeking a highly skilled Customer Experience Strategy Manager to join our team at Univera Healthcare. As a key member of our organization, you will be responsible for designing and implementing customer-centric strategies that drive business growth and improve member satisfaction.

Key Responsibilities
  • Develop and implement customer experience strategies that align with business objectives and drive revenue growth.
  • Collaborate with cross-functional teams to design and deliver customer-centric solutions that meet member needs and exceed expectations.
  • Conduct market research and analysis to identify trends and opportunities for improvement.
  • Develop and maintain key performance indicators (KPIs) to measure customer experience and drive continuous improvement.
  • Partner with stakeholders to communicate customer experience strategies and results, and to identify areas for improvement.
  • Stay up-to-date with industry trends and best practices in customer experience and apply this knowledge to drive innovation and improvement within the organization.
Requirements
  • Bachelor's degree in business administration, business economics, health administration, or related field.
  • Minimum of 6 years of progressive professional experience in customer experience strategy, marketing, or a related field.
  • Proven track record of developing and implementing customer-centric strategies that drive business growth and improve member satisfaction.
  • Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders.
  • Strong analytical and problem-solving skills, with the ability to collect and analyze data to inform customer experience strategies.
  • Ability to work in a fast-paced environment and prioritize multiple projects and deadlines.
Preferred Qualifications
  • Master's degree in business administration, business economics, health administration, or related field.
  • Experience working in a healthcare or insurance industry.
  • Knowledge of customer experience metrics and analytics.
  • Experience with customer journey mapping and service design.