Experience Inc. Jobs

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!! We offer remote work opportunities (AK, AR, AZ, CA, *CO, FL, *HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TX, UT, VA/DC, *WA, WI and WY only)

Job Summary

Optimize the customer experience for our military and Veteran communities access to health care by leading, building and enhancing our digital customer service capabilities. This leadership position is the perfect blend of innovation, optimization and service.

Education and Experience

Required:

Bachelors degree in business, marketing, business data analytics, Business or related degree or equivalent experience U.S. Citizenship Must be able to receive a favorable Interim and adjudicated final Department of Defense (DOD) 10 years of experience leading digital customer service enhancement activities Demonstrated ability to manage multiple simultaneous high-visibility, cross-functional projects Experience using data analysis and data-driven decision-making Experience implementing innovative service technology Strong communication (both written and verbal) with senior and executive-level leadership stakeholders spread across geographical locations Preferred:

Masters degree with an emphasis in marketing, product management, analytics, digital transformation or Experience with advanced analytics including data visualization, AI technology, machine learning, business intelligence, and cloud based CRM and telephony-based solutions

Key Responsibilities

Key Responsibilities Develop and implement plan to achieve digital strategy and associated customer-centric innovation Drive self-service adoption while maintaining an optimal customer experience. Digital self-service channels include web portals, mobile applications, email, text messaging, online chat, IVR, and the use of AI. Utilize technology to improve the overall customer experience in a cost effective manner. Provides overall product management and solution expertise for continuous digital transformation Works closely with Information Technology team to mature digital service solutions Monitor self-service utilization metrics to proactively identify opportunities for design and functionality improvements Lead efforts to effectively utilize artificial intelligence including automation of customer interactions Lead initiatives to proactively communicate with customers and drive campaigns to eliminate the need for contact center interaction.

Ensure the overall digital solution strategy is meeting business needs and put forth initiatives to improve the operation. Collaborate with Customer Service leadership to align self-service customer delivery with telephone based service(s) Maintain knowledge of current and emerging industry and technology trends to drive continuous innovation Develop insights into the unique needs of customers by working closely with stakeholders across business areas

Competencies

Coaching / Training / Mentoring: Actively foster actions required for desired business outcomes through ongoing constructive feedback. Communication / People Skills: Excellent verbal, written, and presentation skills; Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate. Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications. Empathy / Customer Service: Customer-focused behavior; Helping approach, including listening skil s, patience, respect, and empathy for another's position. Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; Commitment to task to produce outcomes without direction and to find necessary resources. Leadership: Successfully manage different styles of employees; Provide clear direction and effective coaching. Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment. Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail-oriented. Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; Has a realistic understanding of relevant issues. Team-Building / Team Player: Influence the actions and opinions of others in a positive direction and build group commitment.

Working Conditions

Working Conditions:

Onsite: Works within a standard office environment Remote: Private and secure work space and work station with high speed internet is required. Extensive computer work with prolonged sitting, wearing of headset, typing, speaking on a phone