Customer Experience Program Manager

Who We Are

Point32Health is a leading not-for-profit health and well-being organization dedicated to delivering high-quality, affordable healthcare. Serving nearly 2 million members, Point32Health builds on the legacy of Harvard Pilgrim Health Care and Tufts Health Plan to provide access to care and empower healthier lives for everyone. Our culture revolves around being a community of care and having shared values that guide our behaviors and decisions. We’ve had a long-standing commitment to inclusion and equal healthcare access and outcomes, regardless of background; it’s at the core of who we are. We value the rich mix of backgrounds, perspectives, and experiences of all of our colleagues, which helps us to provide service with empathy and better understand and meet the needs of the communities where we serve, live, and work. 

We enjoy the important work we do every day in service to our members, partners, colleagues and communities. Learn more about who we are at Point32Health.

Job Summary

Under direction of the Director, Customer Experience, the Customer Experience Program Manager is responsible for helping all Point32Health lines of business understand, and meaningfully improve, the experiences our customers have with us. The Customer Experience Program Manager is a high-impact role which requires a seasoned professional who can deeply understand and drive the optimization of complex customer lifecycles. the Customer Experience Manager is a key member of our enterprise Customer Experience team and works closely with business leaders across the organization to lead strategic journey mapping engagements and develop recommendations and strategic improvement plans that execute against improvement opportunities. The Customer Experience Manager manages multiple data-driven improvement plans focused on strengthening customer loyalty, improving overall Customer Experience (CX), and improving Key Performance Indicators (KPIs) measures. The Customer Experience Manager serves as an in-house expert, champion, and voice of customers (VoC), across all lines of business, for Harvard Pilgrim Health Care & Tufts Health Plan by understanding existing VoC mechanisms or facilitating ways to collect new insights. The position requires strong leadership, collaboration, and facilitation skills to be successful in a matrixed organization.

Job Description

Manage high-profile strategic journey mapping engagements with key business partners:

• Facilitate interviews, cross-functional workshops, and immersion sessions with key stakeholders, including executives, leaders, subject matter experts and/or external vendor partners.
• Capture and document detailed and complete customer journeys, including touchpoints and accountabilities for end-to-end macro or micro journeys.
• Lead the development and execution of customer research strategies that brings qualitative insights and the customer perspective into the final journey map design.
• Develop prioritized and actionable recommendations that reduce customer effort and abrasion, drive business improvement, meaningfully impact CX measures.
• Use and improve a customer journey map framework that allows for CX team

Build and manage strategic CX improvement plans.

• Build and manage multiple data-driven improvement plans focused on strengthening customer loyalty, improving overall Customer Experience (CX), and improving Key Performance Indicator (KPI) measures.
• Collaborate with leadership, teams and partnering departments to define and execute strategic and/or departmental initiatives in support of specific lines of business, market segments or products to influence outcomes.
• Develop cross-business communication plans with functional leaders and product owners to share or present status.
• Identify opportunities and advocate for improvements and/or tools that support the corporate vision as well as needs of the customer

Serve as an in-house expert on our customers’ journeys, key performance indicators.

• Champion and advocate for our customers and their experience with their plan, across all lines of business
• Become a company expert regarding CX best practices across the industry.
• Introduce and share latest trends, findings and insights based on research and experience.
• Conceptualize, visualize, and present new ways of doing business that help achieve desired outcomes.
• Become the company expert regarding member experience best practices across the industry.
• Inform and support a reporting strategy that allows enterprise/individual lines of business to trend customer experience measures, including satisfaction, and identify organizational performance drivers.
• Produce monthly program summaries and updates to stakeholders and steering groups.
• Develop performance metrics that effectively measure progress and provide insights for further process optimizations

Participate on CX governance committee(s)

• Support the prioritization of requests for CX support, initiatives, and projects to balance competing priorities while delivering high value.
• Identify opportunities and advocate for improvements, tools and/or capabilities that support the corporate vision as well as needs of our customers.
• Effectively manage member experience change by implementing key initiatives as needed.
• Represent the enterprise CX team and our customers across the organization, as needed.
• Present monthly and quarterly results, identifying areas of strength and/or opportunity as needed      

CX Project Management

• Lead and implement initiatives or projects that help meet the goals of the customer experience programs across the organization as needed.

Other duties and projects as assigned

EDUCATION:

Bachelor’s degree or equivalent relevant experience in health care, consulting or a related business discipline is required.

Professional CX certification preferred.

EXPERIENCE:  Years of experience

• Minimum 5-7 years of relevant professional experience preferably in the healthcare industry or consulting industry
• Project/program management, customer experience measurement & improvement, and business plan development experience required.
• Experience in human centered design or design thinking preferred.

SKILL REQUIREMENTS: (Include interpersonal skills)

• Excellent facilitation skills, with the ability to lead large cross-functional teams virtually and in-person.

• A working understanding of health plan operations and health plan customers, including Members, Providers, Accounts and Brokers
• Customer-centric mindset with the ability to distinguish between business processes and customer touchpoints.
• Strong problem-solving skills and the ability to analyze and interpret data. Must be able to think from a customer’s perspective, using tools and data provided by research to create and optimize the customer journey, identify trends, and inform decision making.
• Must have a strong passion for bringing the voice of customers alive.
• Proven track record of achieving measurable CX improvements.
• Ability to see the big picture, an inquisitive nature, and the ability to take ideas and put them in action.
• Excellent presentation and communication skills and comfortable working with all levels of the organization
• Proven leadership, time management and organizational skills
• Strong business reporting and program management skills
• Elevated level of oral and written communication skills, ability to communicate with and influence internal and external constituents at all levels with confidence.
• Must be flexible and a proponent/champion of change, able to conceptualize and envision the impact of change, and propose new ways to do business.
• Requires the ability to maintain effective and productive relationships. Must have the ability to motivate colleagues by fostering team spirit, an attitude of cooperation, and a commitment to the organization.
• Possess high level influencing skills with the ability to manage and motivate. Must have a demonstrated ability to obtain the confidence and trust of non-reports, resulting in high commitment and cooperation.

WORKING CONDITIONS AND ADDITIONAL REQUIREMENTS:

Must be able to work under normal office conditions and work from home as required.

Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.

May be required to work additional hours beyond standard work schedule.

Requires that the individual be organized while being readily adaptable to changes in work priorities.

May require occasional evening or weekend hours as the needs of the organization dictate.

May require occasional vendor site visits, or attendance at seminars or workshops.

CONFIDENTIAL DATA:  All information (written, verbal, electronic, etc.) that an employee encounters while working at Point 32 Health is considered confidential. Exposed to and required to deal with highly confidential and sensitive material and must adhere to corporate compliance policy, department guidelines/policies and all applicable laws and regulations at all times.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Management retains the discretion to add to or change the duties of the position at any time.

Salary Range

$107,601.60 -$161,402.40

Compensation & Total Rewards Overview

The annual base salary range provided for this position represents a range of salaries for this role and similar roles across the organization.  The actual salary for this position will be determined by several factors, including the scope and complexity of the role; the skills, education, training, credentials, and experience of the candidate; as well as internal equity. As part of our comprehensive total rewards program, colleagues are also eligible for variable pay. Eligibility for any bonus, commission, benefits, or any other form of compensation and benefits remains in the Company's sole discretion and may be modified at the Company’s sole discretion, consistent with the law.

Point32Health offers their Colleagues a competitive and comprehensive total rewards package which currently includes:

• Medical, dental and vision coverage

• Retirement plans

• Paid time off

• Employer-paid life and disability insurance with additional buy-up coverage options

• Tuition program

• Well-being benefits

• Full suite of benefits to support career development, individual & family health, and financial health

For more details on our total rewards programs, visit https://www.point32health.org/careers/benefits/

We welcome all
All applicants are welcome and will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Scam Alert: Point32Health has recently become aware of job posting scams where unauthorized individuals posing as Point32Health recruiters have placed job advertisements and reached out to potential candidates. These advertisements or individuals may ask the applicant to make a payment. Point32Health would never ask an applicant to make a payment related to a job application or job offer, or to pay for workplace equipment. If you have any concerns about the legitimacy of a job posting or recruiting contact, you may contact [email protected]