Responsible for creating, satisfying, or compelling present and future experiences with a focus on reshaping the customer experience to maximize satisfaction and member engagement across the entire ecosystem. Understand customer’s touchpoints across the entire customer journey, including roadmaps, workflows, persons and scenarios. Work with inter-disciplinary and cross-functional teams across the company to define desired experience and ensure improvements by applying customer experience practices and methodologies. Persuades others through and effective use of communication, arguments, and presentations to support initiatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Understand the customer’s goals through the support of organizational initiatives using benchmark data and insights, surveys, among others.
Design metrics to ensure progress on Customer Experience and Member Engagement initiatives.
Analyzing user feedback, member engagement data and results to determine root cause and make recommendations for process improvements to enhance members engagement and retention
Participate in all aspects of the design process by creating compelling visions, framing problems, defining insights, and making concepts, workflows, maps, experience journeys and prototypes
Perform, design and monitor research, trends, retention data, journey maps and service blueprints; then translate learnings and insights to make them actionable
Collaborate with other stakeholder to understand the priorities and goals of the business and make sure the design works.
Provide insight in the area of user experience and usability, membership, marketing, and product.
Ensure customer experiences are designed to be useful, easy and enjoyable across channels, specific focus on customer journey stages, deep focus on touchpoints and pain points.
Leverage research and insights to obtain an in-depth understanding of the customer wants and needs.
Participate and lead projects that are designed to improve the experience across a full interaction and find ways to improve those interactions across the end-to-end consumer lifecycle.
Support and collaborate in design and implementation of initiatives to contribute in increasing the health plan’s Star Rating.
Other professional duties as assigned.
REQUIRED EDUCATION, TRAINING, and/or PROFESSIONAL EXPERIENCE
Bachelor’s Degree in Business Administration, preferable with one (1) to three (3) years in experience designing, service design, or Customer Experience design and core service design methods and processes (Experience Strategy, Service Design, Interaction Design or Design Research) or Member Engagement/Retention area.
CLOSED DATE:05/22/2020
It is company policy to seek for the qualified applicants for positions throughout the company without distinction of race, color, national origin, religion, gender, gender identity, real or perceived sexual orientation, civil status, social condition, political ideologies, age, physical or mental disability, veteran status or any other characteristic protected by law. Drug-free company.
Equality Employment Opportunity/Affirmative Action for Minorities/Females/People with Disabilities/Veterans”. Employer with E-Verify to verify the eligibility of employment of all the new employees.
We encourage Females, Veterans and Disabled to Apply
