** Customer Experience Mgr I/II/III - 003473**

**Job Category****:** Non Manager **Requisition Number****:** CUSTO06164 Showing 1 location **Job Details**

**Description**

**Summary**

**The Customer Experience Manager plays a critical role in enhancing and designing experiences that exceed stakeholder expectations. This role directly supports the customer experience strategy for the organization through the development and application of CX practices such as customer journey mapping and design thinking. This role requires a systems-thinking mindset, customer focus and the ability to influence work and teams across the organization. The CX managers vision and passion for customers should help inspire and motivate a customer-centric culture. This person should be highly collaborative with excellent verbal, written and interpersonal communication skills and able to build and maintain strong relationships across the organization.**

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**Qualities for success include the ability to navigate complex tasks without supervision, an attention to detail and the ability to multi-task in a fast-changing environment. This is a visible position and will require an individual comfortable with interacting with various levels of the organization.**

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**Essential Responsibilities/Accountabilities**

* **Drives change, innovation and improves existing processes and strategies by using customer insights, market research, best practices and in-depth knowledge of internal experiences.**

* **This position helps bring potential experience issues to light, as well as influences and facilitates action plans, and helps develop communications, strategic goals and interventions to assist our membership.**

* **Writes and reviews communications, outreach strategies and engagement programs to ensure they are consumer-friendly and align with the overall customer experience strategy and brand. Planning for and facilitating customer journey mapping sessions to identify experience opportunities and internal process improvements.**

* **Applies human-centered design techniques and process to create experiences that meet or exceed stakeholders needs and expectations.**

* **Creates tools, templates and materials to be used for facilitated sessions and processes that support an organizational wide customer experience management program.**

* **Creates and deploys repeatable customer centric culture initiatives to drive employee engagement.**

* **Attends and participates in cross functional meetings and projects with a constituent-centric-point-of-view advocating for customer experience best practice and improvement opportunities.**

* **Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies mission and values, adhering to the Corporate Code of Conduct and leading to the Lifetime Way values and beliefs.**

* **Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.**

* **Regular and reliable attendance is expected and required.**

* **Performs other functions as assigned by management.**

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**LEVEL II (in addition to Level I responsibilities)**

* **Acts as change agent leader implementing changes that benefit Excellus Heath Plan.**

* **Educates key internal stakeholders on the value, opportunities, market expectations, benchmarks and business impacts of customer experience investments.**

* **Participates in critical activities such as strategic planning and thought leadership at a departmental, cross functional and organization level.**

* **Conducts ongoing research of market trends and competitors in and out of the health care industry, analyzing and recommending areas for business development and improvement.**

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**LEVEL III (in addition to Level II responsibilities)**

* **Serves as a team leader to develop, plan and support techniques, processes and tools to apply human-centered design thinking to experience opportunities.**

* **Comprehends and communicates business strategy, drives strategic recommendations and facilitates related implementations.**

* **Mentors Levels I and II team members.**

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**Minimum Qualifications**

**Note**

**This description includes multiple levels of classification. The levels of classifications are differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making and, in some cases, becoming a resource to others. New hires will be placed in the level for which they are most qualified based on their experience, credentials and skills.**

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**LEVEL I**

* **Bachelors degree in Business/Marketing or related field. Minimum of 4 years of related business experience. In lieu of degree, a minimum of 6 years of related business experience.**

* **Experience with human-center design thinking and the application to business**

* **Familiarity with health care products and industry.**

* **Excellent analytical, organizational and relationship building skills. Ability to analyze information from various sources.**

* **Strong, demonstrated ability to independently manage long-term projects.**

* **Excellent oral and written communication skills. Strong presentation skills with the ability to present data in a clear and concise fashion.**

* **Ability to work independently and part of a strategic team.**

* **Ability to think strategically and deal effectively with all levels of management.**

* **Ability to interact with customers and front-line employees, conduct in-depth interviews and facilitate service when needed.**

* **Forward-thinking mindset, comfortable working in a dynamic environment with evolving priorities and excellent influencing skills.**

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**LEVEL II (in addition to Level I)**

* **Bachelors degree in Business/Marketing/Analytics or related field. Minimum of 6 years of experience in Business/Marketing/Customer Experience Management or related field. In lieu of degree, a minimum of 8 years of related business experience.**

* **Knowledge of health care products and industry.**

* **Ability to self-educate on trends, training and research, and network with thought leaders in the customer experience field.**

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**LEVEL III (in addition to Level II)**

* **Bachelors degree in Business/Marketing/Analytics or related field. Minimum of 8 years of experience in Business/Marketing/Customer Experience Management or related field. In lieu of degree, a minimum of 10 years of related business experience.**

* **In-depth knowledge of health care products and industry.**

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**Physical Requirements**

**Occasional travel required.**

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**The Lifetime Healthcare Companies aims to attract the best talent from diverse socioeconomic, cultural and experiential backgrounds, to diversify our workforce and best reflect the communities we serve.**

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**Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation which enables us to provide leading-edge healthcare insurance and services. With that mission in mind, we recruit the best candidates from all communities, to diversify and strengthen our workforce.**

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**OUR COMPANY CULTURE:**

**Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits.**

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**In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.**

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**Equal Opportunity Employer**

**Skills