** Customer Experience Strategy Manager - 015240**

**Job Category****:** Non Manager **Requisition Number****:** CUSTO007496 Showing 1 location **Job Details**

**Description**

Summary:

The Customer Experience (CX) Strategy Manager is a leader on the team charged with designing new and enhancing experiences that exceed our stakeholder expectations. Using data and a strategic vision, this position is responsible for the development, documentation, and lifecycle management of the CX strategy and roadmap.

This key and highly visible role is instrumental in leading the organizational journey to shift to a customer centric mindset. A great customer experience doesnt just happen, and this role will energize and inform the organization to always be member and constituent centric and ensure members feel cared for, confident and secure by anticipating and meeting their needs through easy and engaging interaction.

This position will collaborate cross-functionally to lead the enterprise-wide CX strategy and ensures that business and technology strategies apply customer centric guiding principle in the design and documentation of their strategies. The person who leads this work will be empathetic to the stories the data shows, maintains key relationships and understands customer insights, analytics, backlogs, Voice of the Customer (VOC) and other sources to lead the enterprise CX strategy.

Essential Responsibilities/Accountabilities:

* Collaborates cross-functionally to lead the enterprise-wide CX strategy. Ensures business and technology strategies apply customer centric guiding principles in the design and documentation of their strategies.

* Develop, document, lifecycle manage and share the Customer Experience strategy and roadmap with stakeholders and ensure alignment with business and technology strategies.

* Interact with all levels across the organization to thoroughly understand customer insights, analytics, backlogs, Voice of the Customer (VOC) ensuring the strategic alignment with the customer needs, behaviors and vulnerabilities align with key CX strategies.

* Lead regular communication with stakeholders, executives and customer facing teams to understand gaps and pain points with the customer experience.

* Establishes and continuously refines best practices to collaboratively communicate the CX strategy and roadmap.

* Participate in and command deep understanding of Voice of the Customer inputs including quantitative and qualitative research, pain points, market and environmental factors that affect the Customer Experience vision and customer journey.

* Maintain and contribute to customer experience maturity best practices in and out of the industry.

* Leads research and the identification of gaps to drive CX maturity and collaborates on maturity assessments.

* Leverage qualitative and quantitative insights to inform the enterprise CX strategy, backlog and other key initiatives.

* Partners with the CX team, digital experience, health care improvement and other business partners to inform human-centered design activities that influence line of business or key initiative identification.

* Lead workgroups and regular creative communication with stakeholders, executives and customer facing teams to understand gaps and pain points across the organization.

* Ensure that the CX strategy and roadmap aligns to the marketing, health care improvement, digital experience and other business goals and outcomes. Ensure CX strategy is inclusive of Consumer Assessment of Healthcare Providers and Systems (CAHPS) insights and corporate priorities.

* Establishes and continuously refines best practices to communicate the CX strategy and roadmap throughout the organization.

* Seek out opportunities to include CX mindset such as RFI/RFP work and discover and build new relationships to drive CX maturity.

* Matures and improves current resource allocation and management of CX resource reporting.

* Works closely with other Departments for input and integration. Ensures all perspectives are considered and develops processes and timelines to incorporate planning and execution of strategies across departments.

* Establishes new Key Performance Indicators (KPIs) for CX. and resource reporting

* Works closely with other Departments for input and integration. Ensures all perspectives are considered and develops processes and timelines to incorporate planning and execution of strategies across departments.

* 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.

Minimum Qualifications:

* Bachelors degree in business administration, business economics, health administration or related discipline. In lieu of degree six (6) years related work required.

* Minimum of six (6) years progressive professional experience required.

* Three (3) or more years of experience in strategy development and facilitation with all levels of an organization.

* Experience working in a matrixed organization preferred.

* Familiarity with health care products and industry preferred.

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

* Excellent oral and written communication skills. Ability to present data and information in a clear and concise manner telling the story to be easily understood by internal and external customers.

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

* Ability to think strategically and deal effectively with all levels across the organization.

* 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.

* Ability to foster and thrive in a multi-voice and competing priorities work environment.

* Demonstrated analytical and organizational skills. Ability to investigate, analyze information and draw conclusions. Knowledge of strategy principles, processes, regulations, and standards.

* Strong interpersonal and relationship building skills and the ability to work effectively with a wide range of constituencies in a diverse community.

* Capable to perform a variety of complicated tasks whereby a wide degree of creativity and latitude is expected.

Physical Requirements:

* Ability to travel across the enterprise.

* Ability to work in a home office for continuous periods of time for business continuity.

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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.

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.

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.

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