overview

Required skills and experience:

*5+ years in a customer experience role

*Experience conducting both qualitive and quantitative research

*Experience with writing Journey Maps and Journey Management

*Healthcare-specific or Medicare experience Required

*Experience with Project Management

*Exceptional written, verbal and visual communication skills

What you need to know:

*Be the voice of the customer to inspire improvement and develop

differentiated customer experiences for the people we serve

*Conduct qualitative Customer Experience research, including journey

mapping, design thinking, empathetic interviewing, focus groups,

building personas and customer profiles

*Conduct quantitative Customer Experience research, including survey

design and collection, customer segmentation, and partnering with

analytics teams for deep insights

*Create beautifully designed research output, using storytelling and

data to empathetically convey the needs and feedback of customers

*Take the insights and feedback you have developed and lead the

change by creating actionable improvement with internal

departments and joint-venture partners, measuring the success

*Focus on innovation in the customer space, thinking through better

ways of connecting and driving health outcomes.

Additional job details:

As the Customer Experience Senior Manager you support the organization by creating communications for a variety of stakeholders, including Medicare patients, providers, team members, compliance partners, and our different media channels (i.e. social medias, website). You will deeply engage with internal and external stakeholders and partners to understand what the context and purpose of a communication is, and then craft communications through the most appropriate

vehicles to deliver that context. You will create and manage communication plans, monitor communication effectiveness, and proactively identify opportunities to improve our communications.