Dir., Customer Experience & Quality

$105,000 - $195,000/Yr

EmblemHealth - New York, NY

Full-time - Senior

New York, NY

Insurance Carriers and Related Activities

About the position

The position involves leading the assessment of customer touchpoints to enhance the overall customer experience. The role requires collaboration with various stakeholders to define customer experience journeys, drive root cause analysis of customer experience issues, and oversee the execution of a Quality program across contact centers. The individual will also be responsible for talent development within the organization and providing insights to senior leadership for informed decision-making.

Responsibilities

• Lead ongoing assessment of customer touchpoints, including target, effectiveness, and customer perception of each touchpoint.
• Collaborate with enterprise-wide stakeholders to define differentiating customer experience journeys.
• Drive cross-department root cause analysis of key customer experience abrasion points; oversee definition and execution of remediation plans.
• Lead the execution of a Quality program across inbound and outbound contact centers and adapt that program to measure interaction effectiveness, efficiency, and experience for members.
• Direct Quality team members; define insights needed; work with contact center and Member Hub leadership to develop remediation plans.
• Define and rollout policies and procedures to staff; direct processes and monitoring needed to ensure adherence to policies and procedures.
• Lead and drive qualitative and quantitative review of member touchpoints to identify opportunities or pain points that require remediation.
• Direct analytical resources on performing data mining and insights on various customer journeys.
• Leverage product subject matter expertise and operational knowledge to drive cross-departmental solutions and remediation plans.
• Drive workshops or special sessions to develop remediation plans and recommendations for process improvements based on Quality audits.
• Meet with cross-enterprise senior leaders to communicate plans and assign appropriate enterprise ownership.
• Partner with enterprise leadership for bi-directional sharing of information on ongoing issue resolution.

Requirements

• Bachelor's Degree, preferably in business, healthcare, or social services related field.
• 10 - 12+ years of relevant, professional work experience.
• Experience in positions designed to drive member experience and root cause analysis.
• Ability to translate business needs into workplans/technical requirements and communicate them to technical staff.
• 5+ years health care or managed care related experience.
• Excellent leadership skills and the ability to influence line management decisions with data-driven facts.
• Strong problem solving and analytical skills to be applied to a wide array of business problems and challenges.
• Solid change leadership, facilitation, verbal and written communication, and presentation skills.
• Ability to deal with ambiguity and to interact with all levels of management up to and including executives.
• Self-starter and independent thinker.
• Strategic and tactical perspective on how to significantly improve operational performance.
• Ability to manage frontline staff on a day-to-day basis.
• Proficient with MS Office (Word, Excel, Powerpoint, Teams, Outlook).
• Working knowledge of analysis tools and CRM systems.

Nice-to-haves

• Additional experience/specialized training may be considered in lieu of educational requirements.

Benefits

• Competitive salary range of $105,000-$195,000.