Customer Experience Program Manager

Who We Are

Point
32

Health is a leading not-for-profit health and well-being organization dedicated to delivering high-quality, affordable healthcare. Serving nearly 2 million members, Point
32

Health builds on the legacy of Harvard Pilgrim Health Care and Tufts Health Plan to provide access to care and empower healthier lives for everyone. Our culture revolves around being a community of care and having shared values that guide our behaviors and decisions. We've had a long-standing commitment to inclusion and equal healthcare access and outcomes, regardless of background; it's at the core of who we are.

We value the rich mix of backgrounds, perspectives, and experiences of all of our colleagues, which helps us to provide service with empathy and better understand and meet the needs of the communities where we serve, live, and work.

We enjoy the important work we do every day in service to our members, partners, colleagues and communities. Learn more about who we are at Point
32

Health.

Job Summary

Under direction of the Director, Customer Experience, the Customer Experience Program Manager is responsible for helping all Point
32

Health lines of business understand, and meaningfully improve, the experiences our customers have with us. The Customer Experience Program Manager is a high-impact role which requires a seasoned professional who can deeply understand and drive the optimization of complex customer life cycles. the Customer Experience Manager is a key member of our enterprise Customer Experience team and works closely with business leaders across the organization to lead strategic journey mapping engagements and develop recommendations and strategic improvement plans that execute against improvement opportunities.

The Customer Experience Manager manages multiple data-driven improvement plans focused on strengthening customer loyalty, improving overall Customer Experience (CX), and improving Key Performance Indicators (KPIs) measures. The Customer Experience Manager serves as an in-house expert, champion, and voice of customers (VoC), across all lines of business, for Harvard Pilgrim Health Care & Tufts Health Plan by understanding existing VoC mechanisms or facilitating ways to collect new insights.

The position requires strong leadership, collaboration, and facilitation skills to be successful in a matrixed organization.

Job Description

Manage high-profile strategic journey mapping engagements with key business partners:

* Facilitate interviews, cross-functional workshops, and immersion sessions with key stakeholders, including executives, leaders, subject matter experts and/or external vendor partners.

* Capture and document detailed and complete customer journeys, including touchpoints and accountabilities for end-to-end macro or micro journeys.

* Lead the development and execution of customer research strategies that brings qualitative insights and the customer perspective into the final journey map design.

* Develop prioritized and actionable recommendations that reduce customer effort and abrasion, drive business improvement, meaningfully impact CX measures.

* Use and improve a customer journey map framework that allows for CX team

Build and manage strategic CX improvement plans.

* Build and manage multiple data-driven improvement plans focused on strengthening customer loyalty, improving overall Customer Experience (CX), and improving Key Performance Indicator (KPI) measures.

* Collaborate with leadership, teams and partnering departments to define and execute strategic and/or departmental initiatives in support of specific lines of business, market segments or products to influence outcomes.

* Develop cross-business communication plans with functional leaders and product owners to share or present status.

* Identify opportunities and advocate for improvements and/or tools that support the corporate vision as well as needs of the customer

Serve as an in-house expert on our customers' journeys, key performance indicators.

* Champion and advocate for our customers and their experience with their plan, across all lines of business

* Become a company expert regarding CX best practices across the industry.

* Introduce and share latest trends, findings and insights based on research and experience.

* Conceptualize, visualize, and present new ways of doing business that help achieve desired outcomes.

* Become the company expert regarding member experience best practices across the industry.

* Inform and support a reporting strategy that allows enterprise/individual lines of business to trend customer experience measures, including satisfaction, and identify organizational performance drivers.

* Produce monthly program summaries and updates to stakeholders and steering groups.

* Develop performance metrics that effectively measure progress and provide insights for further process optimizations

Participate on CX governance committee(s)

* Support the prioritization of requests for CX support, initiatives, and projects to balance…