Customer Experience Program Manager

As part of the ONEGHX Customer Experience team, the Customer Experience Program Manager will support Customer Experience Council initiatives with an objective of delighting our customers, exceeding their expectations, and establishing GHX as their premier business partner. They will ensure GHX can achieve their vision by creating an exceptional customer journey that delivers an outstanding experience that is clean, consistent, repeatable and scalable. The desired end state is to position GHX as our customers’ first call to help them solve their business needs because we are their strategic partner of choice.

Additionally, the Customer Experience Program Manager will be responsible for other key projects, such as the execution of the Customer Advisory Board which will create better ways for providers and suppliers to work together, share best practices, provide thought leadership, provide feedback on GHX’s strategic direction, and weigh in on product roadmap concepts.

Duties and responsibilities

• Drive and support CX Council and TIGER team initiatives in partnership with the Sr Manager, Customer Experience:

• Partner in developing the CX roadmap of short and long-term priorities.
• Lead CX Council programming, including project management and planning, on an as needed basis.
• Leverage relationships with C-suite customers to inform our roadmap, engaging them through key meetings, events, and soliciting feedback.
• Advise TIGER teams, including but not limited to value communication, education and enablement, business process optimization, and voice of customer insights, ensuring projects align with business goals. Assist with execution on an as needed basis.
• Partner with the Sr Manager, Customer Experience to complete data analysis, using insights to drive enterprise wide CX improvements
• Create, lead, and present best in class monthly reporting using multiple sources at the initiative and summary level through dashboards and reports to be utilized by senior leadership and the board.

• Manage Critical key projects such as building and implementing strategy for new Executive Customer Advisory Board (CAB); including:

• Collaborate with the Voice of Customer TIGER team to define and select CAB members (VP-level and above) that can serve as advisors to support our vision.
• Develop plan and create agendas for CAB meetings (to include at least 1 in-person meeting annually).
• Implement and manage budget, ensuring resources are distributed and allocated accurately.
• Lead internal program management including planning, meetings and updates, breaking down blockers, gaining leadership alignment, and delivering results on time.
• Drive strategic internal improvements using feedback gathered from the Customer Advisory Board.
• Conduct postmortem and learnings to inform future projects.
• Deliver regular reporting and updates to the Chief Customer Experience Officer and Sr Manager, Customer Experience.
• Travel estimated up to 10%.

Knowledge, Skills, and Abilities

• Demonstrated passion for the customer to deliver a best-in-class experience
• Active listener and comfortable engaging customers in challenging conversations, which allows us to transform healthcare together
• Persuasive communication skills (presenting to senior leaders and C-level customers)
• Can take complex pieces and put together a strategic masterplan
• Organized and able to lead parallel project team(s) using project management tools
• Exhibits the highest level of ethics and values and desire to do what is right for the business
• Self-starter with a can-do attitude and desire to take on a role that challenges personal and professional growth
• Developed verbal and written communication skills with active listening

Qualifications

• Required: Bachelor’s degree
• Preferred: MBA
• 7+ years’ experience in customer facing role (Operations or Sales preferred)