Director, Customer & Stakeholder Experience - 000772

Summary:

The Director of Customer & Stakeholder Experience will set strategic direction to improve the experience across every interaction and through every stage of the customer lifecycle. Success in this position requires working collaboratively with enterprise leaders and focal points across the regions, business unit, and functional teams to ensure the Health Plan is a customer-centric company. The Director will lead the Strategy, Experience, and Communications teams who gather and analyze customer feedback, identify customer pain points, lead/drive key transformational projects, design customer experience (CX) processes and tools, drive cultural initiatives, and effectively communicate progress to the organization. The CX leader will drive innovative and experience mindset within the organizations cultural values. The position is responsible for leading a team that supports co-located, cross functional, multi-disciplinary business partners.

Essential Responsibilities/Accountabilities:

Overarching Accountabilities

• Collaborates across the Enterprise to develop and drive the Customer Experience strategy and roadmap.

• Elevates/aligns Customer Experience in enterprise strategy planning & project evaluation/ prioritization.

• Monitors current performance metrics as they relate to the overall customer experience for stakeholders; ensures prioritization of stakeholders aligns with corporate strategy.

• Ensures stakeholder experiences are designed to be useful, easy, and enjoyable for the stakeholder. As part of creating and implementing simplified stakeholder experiences, engages other employees, partners, and stakeholders in co-creating the experience from a stakeholder-centric point of view. Creates design deliverables, develops a plan, and leads delivery of the changes.

• Effectively communicates concepts, design rationale, and findings to the organization. Specific deliverables vary by project.

• Obtains an in-depth understanding of stakeholder wants and needs of their health plan and the current pain points they experience; then find ways to improve those interactions.

• Leads or contributes to high-impact projects that are designed to improve a stakeholder's experience across a full interaction with their doctor/health plan. Partners with key business units and partners to improve key processes that define stakeholder touch points. Helps the organization integrate stakeholder-centric design methods into its work.

• Helps the organization integrate empathy and stakeholder-centric design methods into its work.

Specific Responsibilities:

• Plans, develops and implements strategic, operational and tactical experience improvement plans, special projects, initiatives and activities to support the corporation's experience goals.

• Develops programs, processes, and tools to increase engagement between our customers and their solutions, ultimately empowering them to drive value.

• Partners with divisional leads to develop, maintain, and deploy stakeholder strategies. Creates a persistent focus on the customer in the actions the company takes.

• Develop strategies to measure, track, and improve ease of doing business with the company. Key contributor in developing strategies to significantly improve customer satisfaction and loyalty leading to reference ability, renewals and increased investment.

• Manages the Strategy, Development & Experience, and Communications team including recruitment, training, career development, performance management, etc.

• Partners with divisional leads to develop, maintain and deploy stakeholder strategies.

• Ensures team is acting as a liaison between divisions and providing appropriate support, collaboration and response to Customer Experience touchpoints, internal and external and developing closed loop processes and reporting.

• Drives the operational aspects of multiple listening program, CRM linkages, report development and the closed loop process. Maintain the data integrity and accuracy of the customer listening programs.

• Partner with internal teams to optimize the existing systems and processes

• Execute ways to improve the customer experience across every interaction and through every stage of the customer lifecycle.

• Develops and maintains strong business relationships at the Senior Management level in Finance, Business, AD&T. Secures support and consensus on business development opportunity assessments. Ensures Corporate Strategy, Marketing and Communications data scope, quality, and access needs are identified and addressed through corporate solutions.

• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies' mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs.

• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.

• Maintains knowledge of all relevant legislative and regulatory mandates and ensures that all activities are compliant with these requirements.

• Conducts periodic staff meetings to include timely distribution and education related to departmental and Ethics/Compliance information.

• Regular and reliable attendance is expected and required.

• Performs other duties and functions as assigned by management.

Minimum Qualifications:

• Twelve (12) or more years of health plan operations or customer experience, or equivalent experience in a related field, or Bachelor's degree in health administration, marketing, business administration or related field, with eight or more years of health plan operations or compliance experience.

• Minimum of five years of strong leadership and/or management experience.

• Strong persuasive and effective communication, people, and management skills (e.g., oral and written communication including reports and other formal channels; group facilitation skills; ability to develop sound working relationships and network; ability to manage personnel and projects effectively to balance quality, cost and time, etc.).

• Expert knowledge of claims processing systems, corporate operations, contract benefits, claims products, Marketing and Membership underwriting regulations.

• Strong knowledge of insurance business, business strategy, a systems-thinker, and has a good understanding as to how various parts of the business interact.

• Ability to think strategically, craft a vision, and develop robust operational action plans.

• Flexibility to work effectively in a demanding environment, and the ability to provide proactive and creative solutions to business problems.

• Effective project management skills and familiarity with agile methodology.

• Demonstrated ability to identify root causes of business and/or workflow problems and determine innovative sources for solutions and opportunities.

• Proven results in using data analytics/research and identifying insights as well as being highly analytical -- a skill that will be used to evaluate trends and optimize programs against qualitative and quantitative objectives.

• Passionate about using the voice of the customer to facilitate a strong customer experience and ultimately impact the business growth.

• Demonstrated analytical ability, strategic thinking, and creativity as well as a positive attitude and strong work ethic.

• Proven ability of establishing effective relationships with all levels of representation including senior management to execute cross-divisional initiatives.

• Demonstrated experience building skills in a fast-paced, matrix managed, and high- volume work environment.

• Must be able to effectively discuss, develop and present research designs and research analysis.

• Proficient computer skills, including MS Word, Excel, PowerPoint and Outlook.

Physical Requirements:

• Ability to work prolonged periods sitting and/or standing at a workstation and working on a computer.

• Ability to travel across the Health Plan service region for meetings and/or trainings as needed.

The Lifetime Healthcare Companies aims to attract the best talent from diverse socioeconomic, cultural and experiential backgrounds, to diversify our workforce and best reflect the communities we serve.

Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation which enables us to provide leading-edge healthcare insurance and services. With that mission in mind, we recruit the best candidates from all communities, to diversify and strengthen our workforce.

OUR COMPANY CULTURE:

Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)