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- Customer Experience Team Member
- Customer Experience Director
- Member Experience Director
- Director Of Customer Engagement
- Director Customer Experience Center
- Director Member Experience
- Member Engagement And Development Director
- Customer Experience And Operations Member
- Director Customer Experience Marketing
- Associate Director Customer Experience
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Director - Customer Experience & Member Engagement
Company | GEHA Health |
Address | Lees Summit, MO, United States |
Employment type | FULL_TIME |
Salary | |
Category | Insurance,Hospitals and Health Care |
Expires | 2023-09-23 |
Posted at | 8 months ago |
GEHA (Government Employees Health Association, Inc., pronounced G.E.H.A.) is a nonprofit member association that provides medical and dental benefits to more than two million federal employees and retirees, military retirees and their families. We celebrate diversity and are committed to creating an inclusive environment for all employees.
- Lead special strategic projects as assigned to accelerate customer understanding, solution design, and rapid prototyping to generate new insights and rapid impact.
- Lead team of CX, marketing and member communication professionals who develop and deploy GEHA’s member engagement and retention strategy and programs.
- Bring the voice of the customer to audiences at all levels within GEHA, maturing core member experience assets and capabilities (including CX principles, customer insight strategy, CX design and rapid prototyping) which the CX and Member Engagement team serves as custodian of.
- Isolate and prioritize opportunities to improve member experience, engaging in a collaborative manner across the enterprise to bring transparency to our performance across the member journey/touchpoints and ability to deliver our brand promise; based on prioritization, design and deliver member engagement programs – in collaboration with other enterprise functions – that improve member persistency and satisfaction.
- Perform and lead all responsibilities associated with people management – hiring, performance expectations, performance reviews, coaching, communication including leading in a way that drives high levels of engagement and overall results.
- Partner and collaborate with prospect marketing, performance marketing, product development, digital, clinical, customer care and data & analytics teams to analyze membership demographics and healthcare utilization to develop needs-based member segmentation that result in membership growth and retention.
- Oversee the engagement of internal business partners in isolating pain points and rapidly designing actionable solutions with member impact, leveraging core member experience assets and capabilities in support of GEHA’s strategy to attract and retain members.
- Proven leadership skills (both team building and the ability to lead cross-functional teams).
- Strong communication and presentation skills with the ability to craft powerful PowerPoint presentations that are visually pleasing and tell a cohesive story based on strategy, insights, and data.
- Experience applying statistical analysis and data visualization to generate actionable insights and opportunities to optimize the member experience.
- Requires a proven record of meeting commitments and achieving goals through the encouragement, guidance and influencing of others.
- Ability to lead an integrated measurement project, working with both internal and external stakeholders.
- 10+ years of related CX and/or consumer insights experience, 5+ years of which have been in a leadership role.
- Bachelor's Degree in business, healthcare, marketing or related field or combination of post high school education and related experience.
- Experience with Voice of the Customer technology and testing platforms (Qualtrics, Medallia, Feedback Loop, User Testing etc.).
- IT, digital, or performance marketing experience
- Healthcare payer industry experience
- Master’s degree in business, healthcare, or another related field
- A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
- A minimum standard speed for optimal performance of 30x5 (30mpbs download x 5mpbs upload) is required.
- Hotspots, satellite and wireless internet service is NOT allowed for this role.
- Must have the ability to provide a non-cellular High Speed Internet Service such as Fiber, DSL, or cable Modems for a home office.
- Latency (ping) response time lower than 80 ms
- Paid Time Off
- Health/Vision/Dental benefits effective day one
- Robust employee well-being program
- Incentive plan
- 401(k) retirement plan company match – dollar for dollar up to 4% employee contribution (pretax or Roth options) plus a 6% annual company contribution
- Company-provided Basic Life and AD&D
- Competitive pay/salary ranges
- Personal Community Enrichment Time
- Tuition Assistance Program
- Company-provided Short-Term & Long-Term Disability
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