Role OverviewThe Consultant-Customer Experience will lead customer experience-focused projects and serve as a subject matter resource on cross-functional programs and initiatives. The role evaluates business initiatives for potential member experience risks, develops recommendations and mitigation strategies, and partners with business areas to incorporate customer experience principles into project planning, design, implementation, and measurement.
What You Will Do
Develop, coordinate, and implement customer experience programs to improve member interactions and reduce avoidable friction. Create mitigation strategies to address identified experience risks, define intended outcomes, establish measurement approaches, and monitor results.
Why It Might Be a Fit
The ideal candidate will have experience applying customer experience principles, consulting with business partners, and analyzing information to develop recommendations that influence project or business decisions.
Requirements
- Bachelor's degree in Business Administration, Marketing, Customer Experience, human centered design, Health Care Administration, or a related area of study
- Minimum of five (5) years related experience applying customer experience principles
- Ability to assess and identify member experience risks
- Ability to develop programs to improve customer experience and mitigation strategies
- Ability to consult with cross-functional teams and act as a Customer Experience lead on projects
- Oral and written communication skills
- Ability to make decisions with ambiguous or incomplete information
- Adept at time management and deadline-driven performance
- Demonstrated team player in a professional role
- Proficient in using Microsoft Office Suite of tools
- Proficient in using AI tools, such as Co-pilot
]]>