Customer Experience Senior Manager

Overview

Required skills and experience: *5+ years in a customer experience role *Experience conducting both qualitive and quantitative research *Experience with writing Journey Maps and Journey Management *Healthcare-specific or Medicare experience Required *Experience with Project Management *Exceptional written, verbal and visual communication skills What you need to know: *Be the voice of the customer to inspire improvement and develop differentiated customer experiences for the people we serve *Conduct qualitative Customer Experience research, including journey mapping, design thinking, empathetic interviewing, focus groups, building personas and customer profiles *Conduct quantitative Customer Experience research, including survey design and collection, customer segmentation, and partnering with analytics teams for deep insights *Create beautifully designed research output, using storytelling and data to empathetically convey the needs and feedback of customers *Take the insights and feedback you have developed and lead the change by creating actionable improvement with internal departments and joint-venture partners, measuring the success *Focus on innovation in the customer space, thinking through better ways of connecting and driving health outcomes. Additional job details: As the Customer Experience Senior Manager you support the organization by creating communications for a variety of stakeholders, including Medicare patients, providers, team members, compliance partners, and our different media channels (i.e. social medias, website). You will deeply engage with internal and external stakeholders and partners to understand what the context and purpose of a communication is, and then craft communications through the most appropriate vehicles to deliver that context. You will create and manage communication plans, monitor communication effectiveness, and proactively identify opportunities to improve our communications.

Qualifications

• High School/GED
• Customer Experience (5+ years)
• 5+ years of experience in ANY of the following:
  • Project Management (PM)
  • Journey Mapping
  • Healthcare
• Are you comfortable working for a start-up environment?
• If selected to move through the process are you comfortable signing a NDA after your first interview?

Benefits

Company

Our client is a Hospital & Healthcare Company who partners with nephrologists to transform kidney care and improve patient outcomes. They believe that patients living with kidney disease deserve the best care and they are passionate about making an impact. When nephrologists are empowered, they are enabled to transform kidney care for their patients and partner with their patients on earlier identification of alternative modalities, slowing of disease progression, improved clinical outcomes, and increased quality of life.