Experience Inc. Jobs

Job Description:

Summary:

The Customer Experience Manager is part of a team charged with designing new and enhancing experiences that exceed our stakeholder expectations. Part strategist, part analyst, all human-centered design. We relentlessly advocate and seek the deepest understanding of our customers and their experiences by working with partners to look, understand and innovate. Our goal is to co-design experiences that create meaning and deliver on our guiding principles of easy, secure, confident and compassion.

This is a highly visible, energetic, hands-on position rooted in empathy, collaboration, and relationships. It requires an understanding of those we serve internally and externally and bringing both perspectives together to deliver our target experience that ensures people feel cared for, confident and secure by anticipating and meeting their needs through easy and engaging interactions.

Essential Responsibilities/Accountabilities:

Level I:

Utilizes exceptional understanding of customers and their needs and uses human-centered design or user experience principles to move insights to action to create experiences that meet or

exceed stakeholders need and expectations.

Conducts research with customers including user testing, proof of concept testing, codesign and in- depth interviews and contributing to quantitative research efforts.

Proficient facilitator in virtual or in-person settings using a variety of tools including Mural

Ignites change and improvement by using customer insights, personas, journey maps, market research, best practices, and in-depth knowledge of internal experiences across all lines of

business

Uncovers potential experience issues and influences and facilitates plans to help those issues and, when needed, helping service and hear-out customers.

Enables empathy and simplicity through the words we use. Writes and reviews communications, outreach strategies and engagement programs to ensure they are consumer-friendly and

align with the overall customer experience strategy and brand.

Drives empathy and understanding of those we serve through the creation of customer-centric initiatives and storytelling

Activates experience improvements through collaboration with other business areas and understanding of their processes, workflows

Ideate and execute customer experiences such as webinars, events, communications and beyond that help members feel comfortable using their benefits or derive value from their plans.

Contribute to the customer experience (CX) Maturity initiatives and execute the CX roadmap by creating customer requirements and advocating for customer needs on projects.

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.

Regular and reliable attendance is expected and required.

Performs other functions as assigned by management.

Level II: (in addition to Level I essential responsibilities/accountabilities):

Acts as change agent, implementing changes that benefit our customers and the health plan.

Contributes to line of business strategy or strategic planning facilitations.

Proactively seeks opportunities to conduct customer journey mapping or human-centered design activities and educating business partners on the process and value of that work.

Participates in the identification and prioritization of pain points across customer journeys and elevate those pain points to the proper channels.

Contributes to the development of tools and processes that drive customer experience maturity throughout the organization.

Cultivates and curates for our business partners to educate on customer insight and value of CX, market expectations, Blues-system best practices and business impacts of customer

experience investments.

Participates in critical activities such as strategic planning and thought leadership at all levels

Stokes the fire of curiosity by contributing or leading research of market trends and competitors in and out of the industry, analyzing and recommending areas for business development,

improvement and CX disruption.

Level III: (in addition to Level I essential responsibilities/accountabilities):

Ability to develop, plan and support applications and education of human-centered thinking and experience opportunities.

Teaches customer journey mapping as a foundational part of Customer Experience to all levels of the organization, and stays up on best practices, templates and applications in and out of

the health care industry

Facilitate at all levels of the organization including executive leadership, groups, brokers, and providers.

Serve as an influencer through business strategy, strategic recommendations and facilitations for all business areas including executive leadership.

Collaborate in the process that defines the soft and hard metrics of CX and advancement of efforts to evaluate return on investment and impact across enterprise.

Serve as chief storyteller at all levels of the organization on the value and investment in CX.

Mentor and train team members on organization wide related processes and matters.

Minimum Qualifications:

NOTE: This description includes multiple levels of classification. The levels of classifications are differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making and, in some cases, becoming a resource to others. New hires will be placed in the level for which they are most qualified based on their experience, credentials and skills.

LEVEL I:

Bachelor's degree in Business Administration, Marketing, Analytics, Communications, Human Computer Interaction, Journalism or related field. Minimum of four (4) years of related Business,

Marketing, Customer Experience Management or related field experience. In lieu of degree, ten (10) cumulative years of related experience required.

Experience with human-center design thinking, customer testing and the application to business.

Familiarity with health care products and industry preferred.

Excellent analytical, organizational and relationship building skills.

Strong, demonstrated ability to independently manage long-term projects.

Excellent oral and written communication skills. Strong presentation skills with the ability to present data in a clear and concise fashion.

Ability to work independently and part of a strategic team.

Ability to think strategically and deal effectively with all levels across the organization.

Ability to interact with customers and front-line employees, conduct in-depth interviews and facilitate service when needed.

Forward-thinking mindset, comfortable working in a dynamic environment with evolving priorities and excellent influencing skills.

LEVEL II:

All qualifications of Level I, as well as the following:

Bachelor's degree in Business Administration, Marketing, Analytics, Communications, Journalism or related field with a minimum of six (6) years of experience in Business, Marketing,

Customer Experience Management or related field. In lieu of degree, twelve (12) cumulative years of related experience required.

Professional certification for human-centered design, user experience or related field

Ability to self-educate on trends, training and research, and network with thought leaders in the customer experience field.

LEVEL III:

All qualifications of Level II, as well as the following:

Bachelor's degree in Business, Marketing, Analytics, Communications, Journalism, or related field. Minimum of eight (8) years of experience in Business/Marketing/Customer Experience

Management or related field. In lieu of degree, fourteen (14) years of related experience required.

In-depth knowledge of health care products and industry.

Physical Requirements:

Must be able to travel across the enterprise.

Ability to work in a home office for continuous periods of time for business continuity.

**

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

Compensation Range(s):

Level I: Grade 206: Minimum $56, 534 - Maximum $93, 267

Level II: Grade 207: Minimum $60, 070- Maximum $111, 114

Level III: Grade 208: Minimum $67, 538 - Maximum $124, 925

The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position's minimum qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays.

Please note: There may be opportunity for remote work within all jobs posted by the Excellus Talent Acquisition team. This decision is made on a case-by-case basis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity

Minimum Salary: 0.00 Maximum Salary: 0.00 Salary Unit: Yearly