CVS Health Customer Experience Director in Woonsocket, Rhode Island
CVS Health is looking for a strong leader to help us further our mission of creating the most consumer-centric health company to drive long-term sustainable growth!As the Director of Customer Experience, you will provide strategic leadership of the customer (member, provider and colleague) experience for our Cognitive AI enabled portfolio of products, including voice bots, chat bots and smarter tools for customer service colleagues across the Enterprise. You will use your experience designing customer experiences (CX) for the AI enabled contact center at the enterprise level interacting with VP and above leaders to align customer experience to enterprise strategy and drive the execution of experiences across delivery teams and business units. You will collaborate with stakeholders and business unit leaders to broaden the understanding or skillsets in the organization for how AI-enabled experiences are designed and continuously optimized. Responsibilities include:• Set and lead the strategy for customer experience delivery across business unit contact center operations modernization initiatives• Build, drive and execute on a user experience vision and strategy for experiences within our Cognitive AI portfolio of projects in concert with our overall CX strategy• Work in collaboration with stakeholders to ensure customer centricity to consistently deliver end-to-end customer experiences in accordance with the overall customer experience strategy • Conduct usability testing on a regular basis• Collaborate closely with UX Director and team to deliver a premium customer experience for Cognitive AI enabled interactions• In parallel with the UX Director, drive efforts related to on-going monitoring, stabilization and improvements for all Cognitive AI products• Collaborate with UX team to define and track to success metrics measuring customer experience (eg CSAT, NPS, etc) for all Cognitive AI products• Lead efforts to work with a variety of data sets to integrate information and identify trends that result in actionable insights for improvement to Cognitive AI performance and customer experience• Work with peers and partners to contribute concepts to product strategy, develop user journeys, and influence decision-making as it relates to defining impactful experiences• Lead a team of Customer Experience colleagues who will partner with the business to monitor effectiveness, recommend improvements, and support the on-going utilization all Cognitive AI products, including our Intelligent Agent voicebot.
• 10+ years-experience designing multi-channel customer-centered experiences• 2+ years experience in leading design thinking workshops, extracting human-centered insights from key stakeholders, SMEs and users, facilitating ideation, and aligning vision• 5+ years experience leading customer experience teams
• Strong strategic vision for customer experience• Excellent relationship-building skills and proven ability to work collaboratively through various lines of business and functional areas, promoting a culture of proactive teamwork• Strong executive presence with outstanding communication/presentation skills (verbal and written). Should have a high degree of comfort speaking with internal and external stakeholders• Analytical mindset with proven experience using data and data-driven insights to support decisions and ability to represent them visually to all levels of an organization• Experience with agile methodology • Prior design experience from a leading brand recognized by customers for experience• Strong research and analysis background, including user interviews, focus groups, ethnographic observation, concept validation, usability testing, and post-launch analysis• Demonstrated understanding of how data and technology enable customer experience and human centered design• Prior experience with AI, chat/voice bots is a bonus
Bachelor's Degree in business, technology or design program or direct and applicable work experience required; Masters degree in business, technology or design program preferred
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.
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