* Position is eligible for Remote / Work from Home opportunity *

Department: Provider Contact Center

Telecommuting Eligible: Yes

Job Grade: E13

Notice of Collection & Privacy Policy for Applicants Residing in California: California Applicant Privacy Policy | Noridian (noridiansolutions.com)

Job Title

Customer Experience Lead

Job Summary

The Customer Experience Lead is responsible for overseeing the development, implementation, and optimization of strategies and initiatives aimed at delivering exceptional customer experiences initiatives within the organization. This role focuses on creating and maintaining positive experiences across all touchpoints, ensuring customer satisfaction. This role analyzes customer feedback, identifies areas for improvement and collaborates with cross-functional teams to enhance customer experience by driving a customer-centric culture, enhance brand perception, and improve overall business performance. 

Essential Functions

(Key Duties/Responsibilities/Accountabilities)

• Develops and implements an experience management strategy aligned with the organization's goals and objectives to improve customer interactions across multiple touchpoints and channels.
• Analyzes and maps the end-to-end customer journey to identify pain points, opportunities for improvement, and moments that matter to improve the customer journey and create a positive experience by utilizing customer feedback. 
• Designs and implements Voice of the Customer (VoC)/VoC programs to capture customer feedback, sentiment, and preferences through surveys, interviews, and other feedback channels. Uses data-driven insights to understand customer needs, preferences, and satisfaction levels.
• Analyzes customer data and feedback to identify trends, insights, and actionable recommendations to enhance the customer experience.
• Collaborates with cross-functional teams with such as marketing, sales, operations, and product development, to ensure consistent and exceptional experiences throughout the customer journey.
• Develops and delivers training programs for employees to enhance their understanding of customer experience principles and improve their customer service skills. Fosters a customer-centric culture across the organization.
• Identifies opportunities to enhance the customer experience through the development of new products, services, processes, or technology solutions.
• Designs, implements and measures key performance indicators (KPIs) related to customer satisfaction and operational metrics to track the effectiveness of experience management initiatives and provide regular reports to senior management.
• Actively participates in Stakeholder Management efforts through building relationships with internal and external stakeholders to gain buy-in, alignment, and support for experience management initiatives.
• Continuously monitors and evaluates the effectiveness of experience management strategies and tactics, making adjustments as necessary to drive continuous improvement.
• Performs environmental scans of other customer experience programs to compare and evaluate current practices.

Non-Essential Duties and Functions

• Other duties as assigned.

Minimum Qualifications

• Bachelor's degree in business, marketing, or a related field or equivalent related work experience. 
• Proven experience in customer experience management or related roles.
• Strong analytical skills and ability to interpret customer data, feedback and turn into information for action.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and senior management.
• Demonstrated ability to develop and implement customer experience strategies and initiatives.
• Knowledge of customer experience tools, platforms, and best practices.
• Strong project management skills, with the ability to prioritize tasks and meet deadlines.
• Detail-oriented mindset with a focus on delivering results and exceeding customer expectations.
• Strong problem-solving skills and ability to think strategically.
• Continuous learning mindset and staying updated on industry trends and advancements.
• Familiarity with customer experience measurement metrics (e.g., Net Promoter Score, Customer Satisfaction Score

Preferred Qualifications

• Master's degree in business, marketing, or a related field.
• 2 years of experience in customer experience management or related roles
• Experience with customer experience software platforms and technologies
• Knowledge of experience management methodologies, tools, and best practices 
• Strong business acumen and understanding of the link between customer experience and business outcomes
• Certifications in customer experience management

Environment and Cognitive/Physical Demands

• Office environment
• Ability to read, hear, speak, keyboard, reason, communicate effectively and problem solve
• Requires prolonged sitting and telephone usage
• Requires the use of office equipment such as computer terminals, telephones, copiers,and printers
• Infrequent lifting to 15 pounds
• Infrequent stooping

Segregation of Duties

Every employee is responsible to perform their duties and responsibilities in accordance with Noridian values, policies and procedures, including but not limited to, Segregation of Duties Principles, HIPAA, Security and Privacy, CMS requirements, the Noridian Compliance Program, and any other applicable laws, rules and regulations.

 Statement of Other Duties

This document describes the essential functions, requirements, and responsibilities of this job, and is not intended to be a complete list of all tasks and functions. Employees may be requested to perform job related tasks other than those specifically listed in this description and may be required to perform any task requested by the supervisor or management.

Total Rewards Package:

Health, Dental and Vision Insurance, Voluntary Insurance Plans, Health Savings and Flexible Spending Accounts, 401k and Company Match, Company-paid Life Insurance, Education Assistance Program, Paid Sick Leave, Paid Holidays, Increasing PTO Accrual Plan, Medical/Parental/Disability Leave, Workers Compensation, Retiree Benefits, Severance Package, Employee Assistance Program, Financial and Health Wellness Benefits, Casual Dress, Open Office Setting, and Online Learning System.

CMS Access Compliance and Regulation Contingency Statement

Some positions require compliance with (i) federal and agency specific regulations and related clauses included in Noridian's prime contracts with the Government, (ii) background checks, and (iii) eligibility for a government-issued identification card.

Equal Employment Opportunity

Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities as well as Sexual Orientation or Gender Identity. 

Below is the salary range for potential new hires.

Salary Range: $68,928.86 - $113,369.53

Other Compensation: Self-Managed PTO (if applicable), Incentive Plan

Lifestyle Benefit: $50/month

This job will be closed 05/31/2024 at 8:00AM CST. No further applications will be considered.