CX Program & Communications Manager

$99,600 - $149,400/Yr

Government Employees Health Association - Lee's Summit, MO

Full-time - Mid Level

Remote - Lee's Summit, MO

1,001-5,000 employees

Insurance Carriers and Related Activities

About the position

The Customer Experience Program & Communications Manager at GEHA is responsible for managing the design and implementation of customer experience (CX) initiatives and related communications. This role involves overseeing multiple programs, ensuring alignment with the CX strategy, and compliance with communication governance processes. The manager will collaborate with various internal teams to enhance member engagement and satisfaction through effective program management and communication strategies.

Responsibilities

• Design, develop and manage CX program initiatives to launch date.
• Lead and collaborate with key internal functional teams or subject matter experts to ensure program success.
• Work with CX Analysts to identify, measure, and monitor CX success metrics.
• Collaborate with the Director of CX to identify necessary content and communications for initiatives.
• Oversee the creation of program-specific communications, digital assets, and member awareness campaigns.
• Develop program plans, milestone and status reporting, and escalation processes for each CX initiative.
• Adapt to changing business priorities and effectively multitask to meet deadlines.

Requirements

• Bachelor's degree in a business-related field or equivalent experience in CX program oversight.
• 3-5 years of experience managing multiple CX programs from design to launch.
• Experience in identifying relevant communications and content for CX programs.
• Ability to work collaboratively and influence results across departments.
• Strong multitasking skills and ability to respond to changing business priorities.
• Proven record of meeting commitments and achieving goals through effective communication.

Nice-to-haves

• Formal project or process execution training and/or certification (PMP, etc.)

Benefits

• Competitive pay/salary ranges
• Incentive plan
• Health/Vision/Dental benefits effective day one
• 401(k) retirement plan with company match
• Robust employee well-being program
• Paid Time Off
• Personal Community Enrichment Time
• Company-provided Basic Life and AD&D
• Company-provided Short-Term & Long-Term Disability
• Tuition Assistance Program