Senior Consumer Professional

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The Senior Consumer Experience (CX) Professional supports the delivery and continuous improvement of consumer experience through the analysis and interpretation of experience insights and collaboration with partners. You will translate customer experience data into applicable insights and support end-to-end journey improvements. You apply judgment, analytical rigor, and communication to influence outcomes, ensuring informed decision-making, and support consumer-centered improvement projects across the organization.

You will provide daily work guidance and subject matter support to CX professionals to ensure delivery of insights and improvement activities. You will report to the Consumer Experience Lead.

You will support the delivery and continuous improvement of the consumer experience by managing experience insights, supporting improvement work, and partnering with teams. You will apply deep consumer experience expertise within an established strategy, governance model, and toolset, contributing to consumer-centered improvements through rigorous analysis, coordination, and hands‑on execution. You will influence outcomes through insight translation, facilitation, and data‑driven recommendations rather than formal authority.

• Manage and analyze patient experience inputs, including transactional and relationship NPS, CAHPS, HOS, and other voice-of-the-customer sources.
• Summarize quantitative and qualitative data into clear applicable insights and themes to inform experience improvement priorities.
• Work with Operations and partners (e.g., Product, Legal, Technology) to interpret customer experience insights, identify causes, and resolve systemic experience issues.
• Translate enterprise strategy into clear execution-level insights and improvement recommendations.
• Present recommendations using compelling storytelling tailored to senior leadership and operational audiences.
• Provide expertise on consumer experience risks, trends, and improvement opportunities.

• Provide daily work direction, prioritization guidance, and subject matter support to CX Professional II team members supporting assigned projects.
• Coordinate work activities to ensure insights, analyses, and deliverables align with CX priorities and timelines.
• Review work outputs and provide feedback to support quality, consistency, and development of CX capabilities.

• Support experience improvement projects focused on prioritized end‑to‑end customer journeys.
• Partner with operational, clinical, access, service, and communication teams to address identified experience friction points.
• Apply end‑to‑end journey to identify upstream drivers and downstream impacts of experience issues.
• Help teams prioritize improvement opportunities based on customer impact, feasibility, and understanding of enterprise goals.
• Track improvement activities and outcomes, supporting teams in understanding patient experience impact and progress over time.

• Support the daily use of patient experience platforms and tools.
• Help with reporting, data quality management, and insight generation related to vendor solutions.
• Provide ongoing feedback on tool effectiveness, limitations, and improvement opportunities based on user and needs.

• Collaborate with experience partners in Pharmacy and CW enterprise to surface cross‑journey and cross‑business experience issues.
• Contribute to integrated insight analyses that highlight handoff, coordination challenges, or systemic gaps across lines of business.
• Facilitate agreement across teams by framing experience insights in ways that ensure shared understanding and action.

• Be the subject‑matter resource for teams interpreting experience data.
• Support experience capability development by coaching teams on use of experience data, metrics, and journey perspectives.

• Individual contributor with a deep consumer experience and insight expertise and limited strategic ownership.
• Implement within defined…