Customer Experience Program Manager

Customer Experience Program Manager

Under direction of the Director, Customer Experience, the Customer Experience Program Manager is responsible for helping all Point
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Health lines of business understand, and meaningfully improve, the experiences our customers have with us. The Customer Experience 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 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 competing priorities while delivering high value.
• Identify opportunities and advocate for improvements, tools and/or capabilities that support the corporate vision as well as needs of our customers.
• Effectively manage member experience change by implementing key initiatives as needed.
• Represent the enterprise CX team and our customers across the organization, as needed.
• Present monthly and quarterly results, identifying areas of strength and/or opportunity as needed

• CX Project Management
• Lead and implement initiatives or projects that help meet the goals of the customer experience programs across the organization as needed.

• Other duties and projects as assigned

EDUCATION:

Bachelor's degree or equivalent relevant experience in health care, consulting or a related business discipline is required.

Professional CX certification preferred.

EXPERIENCE:

Years of experience

• Minimum 5-7 years of relevant professional experience preferably in the healthcare industry or consulting industry
• Project/program management, customer experience measurement & improvement, and business plan development experience required.
• Experience in human centered design or design thinking preferred.

SKILL REQUIREMENTS: (Include interpersonal skills)

• Excellent facilitation skills, with the ability to lead large cross-functional teams virtually and in-person.
• A working understanding of health plan operations and health plan customers, including Members, Providers, Accounts and Brokers
• Customer-centric mindset with the ability to distinguish between business processes and customer…