Company Overview
Empower is a visionary healthcare company committed to providing quality, affordable medication to millions of patients across the nation. We hold the distinguished position of being the largest 503A compounding pharmacy and FDA-registered 503B outsourcing facility in the country serving the functional medicine markets.
What sets us apart is our relentless focus on three core values: People, Quality and Service. Our dedicated team of professionals collaboratively works to break new ground in the fields of manufacturing, distribution and quality control, providing a uniquely integrated approach to healthcare. Leveraging our vertical integration of the pharmaceutical supply chain, state-of-the-art technology, and a commitment to excellence, we are constantly pushing the boundaries of what is possible in medication accessibility and affordability.
You're not just starting a job; you're joining a mission. We believe in empowering our team to innovate, grow, and drive real change in the healthcare industry. If you're a forward-thinker who thrives in a fast-paced, transformative environment, Empower is the place for you. Here, you'll be encouraged to share your ideas, expand your skill set, and contribute to projects that genuinely make a difference. We prioritize the well-being of our team members, and we offer a supportive and engaging workplace where your contributions are not just recognized but celebrated.
Let's revolutionize healthcare, together. Join us and be a part of something extraordinary.

Position Summary
As Vice President of Customer Experience (CX) at Empower, you're embarking on a transformative journey to shape the future of healthcare interactions. This pivotal role places you at the heart of our mission, empowering you to forge meaningful connections and craft unforgettable experiences that resonate deeply with our employees, providers, and patients.
In this dynamic position, you will implement and leverage the latest in technology and innovation, blending them with a deep understanding of human touchpoints to architect seamless and impactful customer journeys. Your vision will drive the integration of employee engagement, customer satisfaction, and business success, embodying the essence of Empower in every interaction.
Your leadership will not only shape the narrative of our brand but also champion a movement towards a more accessible, healthier future. Through strategic foresight and a passion for storytelling, you will inspire change, pushing the boundaries of what's possible in healthcare.
Join us in this exhilarating role where innovation meets impact. Here, every day presents a new opportunity to influence the healthcare landscape, making a real difference in the lives of those we serve. At Empower, we're not just creating experiences; we're setting new standards for excellence in healthcare.

Duties and Responsibilities

• Crafts and implements a holistic customer experience strategy that not only aligns with our brand's values and business objectives but also reinforces our brand identity at every touchpoint, ensuring that each interaction reflects our commitment to excellence.
• Leads the development of end-to-end customer journey maps for three customer segments: employees, providers, and patients, ensuring that these maps not only address their needs and pain points but also resonate with our brand's tone, personality, and positioning.
• Oversees the integration of key technologies such as Medallia and Salesforce to drive comprehensive 360-degree views of customer experiences, enabling personalized interactions and informed decision-making.
• Collaborates with cross-functional teams, including marketing, operations, and technology, to embed customer-centricity into all aspects of our organization, fostering a culture of continuous improvement and innovation.
• Champions the voice of the customer (VOC) throughout the organization, ensuring that customer feedback is not only captured, analyzed, and acted upon but also used to reinforce our brand's image and build brand loyalty.
• Defines clear objectives and key results for CX initiatives, tracking and measuring success metrics not only to demonstrate the impact on financial outcomes but also to gauge their effectiveness in enhancing our brand loyalty and reputation.
• Drives organizational change initiatives to support a customer-centric vision that is aligned with our brand identity, advocating for resource allocation, process improvements, and technology investments that not only deliver exceptional experiences but also reinforce our brand's values and positioning.
• Implements feedback mechanisms to gather insights from employees, providers, and patients on their experiences and interactions with the organization.
• Develops and maintains customer personas to ensure a deep understanding of the diverse needs and preferences of different customer segments.
• Establishes customer journey KPIs and benchmarks to measure the effectiveness of CX initiatives and identify areas for improvement.
• Collaborates with external partners and vendors to leverage best practices and innovative solutions in customer experience management.
• Provides regular training and development opportunities for employees to enhance their customer service skills and ensure alignment with CX objectives.
• Fosters a culture that promotes professional growth and accountability through performance feedback and coaching.
• Conducts regular audits of customer touchpoints and interactions to identify areas of friction and opportunities for optimization.
• Implements a closed-loop feedback process to ensure that customer feedback leads to tangible improvements in products, services, and processes.
• Monitors industry trends and emerging technologies to anticipate future customer needs and stay ahead of competitors in delivering exceptional experiences.
• Perform other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily.The requirements listed above are representative of the knowledge, skill, and/or ability required.Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands or to climb, balance, stoop or kneel.

Knowledge and Skills

• Proven track record of mobilizing large, complex projects and driving organizational change in a healthcare or related industry.
• Strong leadership skills with experience managing multidisciplinary teams in a complex organizational structure.
• Demonstrated success in developing and executing comprehensive communication strategies, including media relations and crisis communication.
• Exceptional analytical and problem-solving skills, with the ability to translate insights into action and drive business results.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook).

Key Competencies

• Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
• Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Resourcefulness: Secures and deploys resources effectively and efficiently.
• Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
• Ensures Accountability: Holds self and other accountable to meet commitment.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Experience and Qualifications

• Bachelor's degree in Business Administration, Marketing, or related field required; advanced degree preferred.
• Minimum of 15 years of experience in consumer marketing, customer experience, product management, and transformation leadership, with at least 10 years in a senior Customer Experience role.
• Experience integrating technological advancements with CX initiatives, particularly in utilizing platforms like Medallia and Salesforce.

Employee Benefits, Health, and Wellness

• No-Cost Medication : Get your prescribed compounded medications at no cost, ensuring your health without the financial burden.
• Onsite Health & Wellness - IV Therapy Drips: Rejuvenate with complimentary onsite IV Therapy drips, enhancing your well-being and energy levels.
• Comprehensive Medical, Dental, and Vision Options: Choose from three medical plans tailored to your needs, plus options for dental and vision coverage for you and your family.
• Telehealth visits: Access board-certified Doctors anytime, anywhere for you and your family.
• Paid & Volunteer Time Off: Enjoy paid time off for personal pursuits and contribute to causes you care about with volunteer time off.
• Paid Holidays (8 scheduled; 2 floating): Celebrate with eight scheduled holidays and two floating holidays, giving you flexibility and time for personal traditions.
• Life & AD&D Coverage: Secure your and your family's financial future with life and accidental death and dismemberment (AD&D) insurance.
• FSA (Flexible Spending Account): Manage healthcare expenses smartly with pre-tax dollars in a Flexible Spending Account (FSA).
• 401K Dollar-for-Dollar Up to 4%: Invest in your future with our 401K plan, featuring a dollar-for-dollar match up to 4%.
• Company Paid Long-Term Disability: Provided at no cost, which replaces 60% of your income if you become disabled for a long period of time.
• Flexible Schedules: Balance work and life seamlessly with our flexible scheduling options.
• Rewards & Recognition Program: Your hard work doesn't go unnoticed - enjoy rewards and recognition beyond your paycheck.

Additional Voluntary Benefits

• Accident Insurance: Pays a lump sum benefit to help cover expenses following an accidental injury.
• Hospital Indemnity Insurance: Enhance your peace of mind with supplemental hospital insurance for unexpected stays.
• Critical Illness: Protect your finances from the expenses of a serious health issue.
• Short-Term Disability: Protect your income during illness or injury with short-term disability coverage.
• Supplemental Life & AD&D: Add an extra layer of financial protection for you and your loved ones with supplemental life and AD&D coverage.
• Legal Services: Access professional legal assistance to address concerns confidently.
• Identity Theft Protection: Safeguard your identity and finances with our identity theft protection benefit.
• Pet Insurance: Care for your furry family members with our pet insurance coverage.
• Employee Assistance Program: Confidential counseling and support services for a holistic approach to your well-being.