Vp Of Customer Experience

We all depend on healthcare throughout our lifetimes, for ourselves, and our families and friends, but it is notoriously difficult to navigate and understand. As an industry that comprises 20% of the US economy we think healthcare should work better for all of us. At Steer Health we believe it’s time for a new day in healthcare where as members we are informed and empowered to make the right care choices when the decisions are urgent and critical.
The Customer Experience (CX) team helps our customers with onboarding, provide solutions, and measure product interactions to identify opportunities for provider and client experience improvement. We gather quantitative and qualitative data through pro-active Voice of the Customer (VOC) interactions and operational records; and then analyze them to better understand customer needs. You will supervise our VOC feedback collection systems and data analysis, the translation of this learning for Steer Health leadership, and the execution of improvement actions.
Requirements
What you'll do:

• Be the lead spokesperson for customer needs to audiences at all levels within Steer Health, and a promoter for the continuing development of a customer-centric culture at Steer Health
• Support the creation, launch, and administration of new features for customer experience data collection
• Be an expert resource for any customer related topics and help evangelize Steer automation tools to address their pain points
• Develop expertise in the Steer products to help in the identification of new and improved functionality for the benefit of members and clients
• Employ skills for analyzing and improving processes as a resource for customers engaged in improving their operations
• Supervise, train, and develop the CX and Operational Excellence team
• Provide expertise on the application of customer-centric strategies
• Be a resource for all in how to collect and analyze provider, patient and client experience data
• Increase expertise in developing and delivering communications that convey the important aspects of member and client experience and what needs to be done to improve
• Working with the product, and data analytics , analyze product usage demographics and healthcare use data to develop perspectives on needs-based patient and client segmentation

To be successful in this role, you'll need:

• Experience applying statistical analysis and data visualization to help communicate key insights
• Experience helping others develop skills and expertise as evidenced by the career growth of direct reports
• BA or BS degree
• Hands-on experience working in a process improvement discipline, such as Lean and Six Sigma
• Healthcare Experience a MUST
• Experience working with technologists on software or mobile/web application usability improvement
• Genuine service orientation and willingness to take on any task to help the team succeed
• 3+ years of experience in customer success or account management and process improvement leadership with progressively increasing responsibilities

Benefits
In addition to base salary, this position is eligible for stock options and benefits.