• Customer Experience Manager

    Job Locations US-RI-Providence
    Req No.
    2019-10599
    NHPRI Department
    525 - Marketing
    Type
    Regular Full-Time
  • Overview

    The Customer Experience Manager supports the organization in elevating, expanding and enriching a customer-focused environment, helping empower members to become successful health care consumers. He/she will develop, lead, and manage the Member/Customer Experience Program.

     

    He/she manages cross-departmental teams of assessment, reporting and implementation specialists to complete the required work (no direct reports).

    Responsibilities

    • Work with senior leadership to define Neighborhood’s customer experience mission, develop a multi-year Customer Experience strategic plan, and lead its implementation and integration throughout the organization
    • Collaborate with business leaders across the organization to improve the customer experience
    • Leverage resources from across the organization to accomplish the work of improving the customer experience
    • Develop and implement a Voice of the Customer (VOC) program that focuses on the key moments of truth for our customers
    • Introduce new digital customer experience technologies into the organization that will enhance the customer experience
    • Map key customer journeys and work with improvement teams to improve the customer experience
    • Act as a major advocate for the customer experience across the organization
    • Assist in the development and implementation of a Customer Experience Governance Model that is integrated in the health plan’s quality improvement program
    • Work with Human Resources to develop customer experience training for all levels of the organization
    • Develop appropriate Customer Experience Key Performance Indicators (KPIs) and develop methodology to measure, analyze and distribute performance results across the organization
    • Identify and negotiate with vendors to further enhance customer experience digital and process capabilities
    • Other duties as assigned
    • Corporate Compliance Responsibility - As an essential function, responsible for complying with Neighborhood’s Corporate Compliance Program, Standards of Business Conduct, applicable contracts, laws, rules and regulations, policies and procedures as it applies to individual job duties, the department, and  the Company. This position must exercise due diligence to prevent, detect and report unlawful and/or unethical conduct by fellow co-workers, professional affiliates and/or agents

    Qualifications

    Required:

    • Bachelor’s Degree in Business, Marketing, or Healthcare
    • Ten (10) years’ work experience; preferably for a managed care health plan
    • Demonstrated ability to work with senior management
    • Demonstrated experience with continuous quality and process improvement work
    • Demonstrated ability leading/facilitating project teams and interdepartmental work groups
    • Commitment to providing outstanding customer service
    • Project management experience
    • Excellent organizational skills and ability to manage multiple priorities
    • Strong communication skills (written/verbal)
    • Ability to work within tight deadlines
    • Ability to work independently and as part of a team
    • Intermediate in Microsoft Office (Word, Excel, PowerPoint, Outlook) and online research
    • Ability to maintain discretion and confidentiality

    Preferred:

    • Master’s degree
    • Certified Customer Experience Professional (CCXP)

    Core Company-Wide Competencies:

    • Communicate Effectively
    • Respect Others & Value Diversity
    • Analyze Issues & Solve Problems
    • Drive for Customer Success
    • Manage Performance, Productivity & Results
    • Develop Flexibility & Achieve Change

    Job Specific Competencies:

    • Build Relationships & Cultivate Networks
    • Collaborate & Foster Teamwork
    • Influence & Negotiate
    • Plan & Organize

    FDR Oversight:

    • Business Lead Level:

    In the role of business lead for assigned FDR; incumbent is responsible to complete comprehensive oversight and monitoring of their vendor that incorporates the following elements: efficient and effective operations; compliance with laws, regulations, policies, procedures; and other company performance issues designed to reduce risk and add value to the company

     

    Flexible Work Arrangement:

    • yes

    Travel Expectations:

    • Local Travel Required

    Neighborhood is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status or any other legally protected basis.

     

    Neighborhood is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply for jobs. If you would like to contact us regarding the accessibility of our Website or need assistance completing the application process, please contact us at recruiting@nhpri.org.

     

    Neighborhood is an EOE M/F/D/V and an E-Verify Employer

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