Job Description

Job Type: Contract

Contract length: 06 Months

JOB SUMMARY:

• Are you a seasoned Customer Experience professional who wants to make a great impact? Are you looking for a career that is truly helping people, not just a job helping sell products?
• The Principal, CX Journey Program Management and Execution is a leader in Company’s Customer Experience Center of Excellence (CX CoE) – an innovative and dynamic team that will drive Company’s transformation to becoming a customerfocused health solutions company, putting the customer at the center of strategic decisions and embedding customer experience best practices throughout the enterprise.
• Our customer experience team is focused on reimagining healthcare to help people during both the everyday moments and the ones that matter the most. We touch the lives of over four million members and are shaping the future to make healthcare more approachable, effortless, and smarter for all.
• The company is committed at the highest levels to build a “customer-first” culture and orientation and needs leaders to teach, evangelize and drive sustainable change into every level and function of the organization

Essential Functions % TIME

• The essential functions listed represent the major duties of this role, additional duties may be assigned.

This role will partner with the Snr Director, Customer experience to:

• Manage a program of initiatives to ensure alignment to strategic vision, direction, and standards for championing a best in class experience for GuideWell customers, in alignment with the changing needs of the business and its members
• Lead the development of CX KPIs, set baselines, targets and monitor progress and provide insights to drive business decisions to achieve CX goals.
• Track Initiatives through the Operating Model and Prioritization Governance Model, provide support to achieve scope, timeline within budget.
• Leverage customer centric research and insight generation and analyze key performance indicators to set priorities that will drive ongoing development and refinement of the customer experience roadmap, prioritizing initiatives and work efforts to continually optimize the experience
• Plan, motivate and provide direction and leadership to matrixed and functional resources within and outside of reporting structure around customer experience
• Provide direct input into the strategic direction and execution of work of others and gather, support and develop resources needed to execute long-term business plans and initiatives to prioritize and improve the customer
• Define and report key customer oriented business metrics to senior management and influence the organization to take the right action in response to optimizing business value and customer outcomes
• Develop and implement long-term and short-term customer-centric goals across the organization and a stakeholder engagement strategy in line with enterprise strategy
  • Identify critical business opportunities (both short and long term) that enable transformational change across the enterprise
  • Develop framework, anchored on the customer journey, for guiding the work and decisions of the organization
• Embed measurement system into short-term and long-term CX execution plan to help identify and prioritize improvements in customer experience
• Partner with CX Analytics to identify critical data and metrics to track on an ongoing basis
• Help to develop an enterprise level of understanding of and buy-in for the most critical customer touch points across the customer journey that drive real value to the customer and the enterprise
• Establish deep partnerships with key internal stakeholders across the business and create cross functional processes that enable a consistent and connected experience for customers
• Influence key decision makers to challenge conventional practices and instill customer insights into the decision making processes
• Design, develop and implement programs and policies at the enterprise and divisional levels 10%

Required Work Experience :

• 7+ years related work experience Experience in a customer-centric business Required

Management Experience:

• No supervisory/management experience required

Required Education:

• Related Bachelor’s degree or additional related equivalent work experience Required Frame

Additional Required Qualifications:

• Demonstrated experience leading the operations and execution of best in class experiences in a customercentric, technology enabled, complex, matrixed business
• Experience in defining, accessing and leveraging consumer data and analytics to derive critical insights to drive the business
• Strong Financial Acumen and Experience to manage a complex portfolio of results driven intiatives
• Proven ability to innovate solutions to address customer needs and wants while delivering value to the business
• Experience gaining cross-functional alignment in a matrixed environment and drive measurable and sustainable change
• Excellent oral and written presentation skills with experience building strong business cases for investment and process change
• Experiences building, leading and motivating teams
• Experience in working with diverse cultures and markets

 Preferred Education :

• Master’s degree

Additional Preferred Qualifications:

• Commanding presence that demonstrates experience, knowledge and insight and inspires confidence, trust and followership. Does not blur into arrogance and knows how to read an audience and adjust for optimal impact
• Highly developed influencing skills with a foundation of strong listening and communicating skills
• Strong strategic capabilities; can derive insights and trends from data and analytics and create high level strategies to drive optimization of customer experience and enhancement of loyalty
• Strategic planning skills to drive new initiatives into program development and execution; understands how to operationalize and appreciates setting financial-based and time-based goals and working towards achieving or exceed them
• Strong CX capabilities, including: end-state visioning, design, roadmap development and journey mapping
• Innately curious, questioning and wanting to know “why” or “how” or “why not?” thrives in continuous test and learn environment and creates a “safe to fail” culture
• Passionate about GuideWell’s mission to be a partner in Floridians’ care and serve as a leader in driving down medical costs by keeping their customers healthy
• A bias towards action and speed. Works with enough information to make a compelling case, gain buy-in and execute as quickly and decisively as possible

Self Essential Competencies :

• Places the Customer First
• Builds Collaborative Relationships
• Drives Results
• Ensures Accountability
• Manages Complexity
• Places the Customer First
• Possesses a Strategic Mindset
• Solves Problems
• Takes Initiative
• We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.

How to Apply

Job Types: Temporary.

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