Lead Customer Experience Strategist

Company :

HM Health Solutions

Job Description : 

JOB SUMMARY

The job will help business leaders, customers and other key stakeholders to identify key customer journeys and pain points, mapping out the unique opportunities where we can differentiate as we change healthcare, developing the personas that will inform the way we deliver on the customer experience, and using best-in-class research and design methods to shape our work. 

ESSENTIAL RESPONSIBILITIES

• Partner cross-functionally with key internal business stakeholders to surface Customer insights & journeys by applying CX industry best practices & methodologies. In partnership with finance, research, and business teams in both insurance and care delivery, this individual will create the financial business case that supports short- and long-term investment in CX projects and programs. Rigorously prioritize work to ensure what we do aligns with the vision and negotiate with business leaders to ensure CX is incorporated into ongoing business strategies. 
• Build and manage a CX roadmap for the Highmark Health, HM Health Solutions, and E Understand long-term business objectives and partner with senior leadership, create a roadmap of projects and programs that live at the intersection of business and customer needs. Ensure that the CX roadmap is incorporated in business-unit plans. 
• In partnership with finance, research, and business teams in both insurance and care delivery, this individual will create the financial business case that supports short- and long-term investment in CX projects and programs. Rigorously prioritize work to ensure what we do aligns with the vision and negotiate with business leaders to ensure CX is incorporated into ongoing business strategies. 
• Define and manage enterprise-wide governance structure from operating teams through senior leadership to oversee vision and roadmap. Oversee programs and projects to ensure they meet stated objectives and CX best practices, constantly evolving roadmap to ensure we ware meeting customer and business expectations. 
• Create, manage, and socialize the tools and frameworks such as guiding principles and customer immersion tools that will empower business stakeholders to ensure delivery of CX in their day-to-day work as well as their short- and long-term business strategies. 
• Guide and mentor team members supporting CX Strategy leads. Provide oversight of day-to-day tasks, assignments, feedback, and coaching. 
• Other duties as assigned or requested.

EDUCATION

Required

• Bachelor's Degree

Substitutions

• 6 years Marketing Consulting experience in Customer Experience in lieu of Bachelor degree

Preferred

• Master's Degree

EXPERIENCE

Required

• 7 years Customer Experience, Strategic Planning, Innovation, Human-Centered Design, or  related area

To Include

• 5 years Leading complex cross-functional project teams and projects, Project or Program Management
• 3 years Business Transformation and Change Management

Preferred

• None

LICENSES OR CERTIFICATIONS

Required

• None

Preferred

• CX (e.g. Forrester)

SKILLS

• Excellent communication and presentation skills
• Power BI
• Negotiation, conflict management, coalition-building, stakeholder alignment
• Design-thinking and facilitation skills
• Ability to interface with employees at any level, from individual contributor to senior leader
• Organizational research/analysis and org design
• Experience leading transformational change

Language (Other than English )

None

Travel Requirements

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-Based

Teaches / trains others regularly

Frequently

Travel regularly from the office to various work sites or from site-to-site

Does Not Apply

Works primarily out-of-the office selling products/services (sales employees)

Rarely

Physical work site required 

No

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability. 

EEO is The Law

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For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org

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