Consumer Relations Specialist

Job Title : Lead Consumer Experience

Schedule : Fully Remote , team generally works MST but will be flexible

Role Summary :

• The Consumer Experience (CX) Consultant will play a pivotal role in supporting organizational transformation efforts of small to medium size and complexity by conducting / integrating voice of the customer research, human-centered design, process improvement, data analytics, and change management methodologies.
• As a hands-on designer and researcher, partners with defined team to collect information, interpret data and summarize customer insights using both quantitative and qualitative research.
• Conducts measurement and monitoring activities of strategic performance metrics to support business initiatives.
• Manages and coordinates the development and implementation of small to medium customer-centric business initiatives, systems, and / or processes to a desired future state.
• Supports and participates in organizational alignment and buy-in conversations and activities with stakeholders.

Primary Responsibility - Experience Improvement Execution :

• Supports and executes consumer research and develops actionable experience improvement insights
• Designs, execute and analyzes consumer surveys
• Supports development of consumer research agendas that support strategic goals
• Develops interview / focus group guides and facilitates research directly with consumers
• Organize and execute focused call listening studies.
• Organize and conduct analysis across multiple voice of the customer listening posts.
• Create end-to-end journey maps including key moments, pain points and performance metrics.
• Identify key opportunities / leverage points for improving the customer experience and building loyalty.
• Support predictive analytic efforts and identification of real-time service recovery opportunities
• Share insights and creative, data-driven possibilities that improve the customer experience with the customer experience team including support of human-centered design workshops.
• Collaborate with Customer Experience team to develop solutions using data-driven decision making processes

Secondary Responsibility - Consumer Experience Analysis and Insights :

• Manages small-to-medium CX improvement projects.
• Supports Development of strategic plans, including experience vision and objectives, a consolidated experience roadmap, and business requirements, aligning them with organizational objectives and business priorities.
• Contributes to setting project goals and planning related business processes (e.g. project change management, communication).
• Develops and executes project plans, monitoring performance and managing scope and schedule.
• Identifies and addresses project risks, implementing mitigation plans.
• Collaborates with key stakeholders, updating leadership, and guiding project team members.
• Communicates challenging issues to stakeholders, offering recommendations.
• Ensures alignment and cooperation among diverse stakeholders.
• Manages project activities related to organizational change management.

Minimum Requirements :

Bachelor's degree from an accredited college or university and Minimum three (3) years relevant experience in experience design, customer data analytics, process improvement, consulting, project management or a directly related field OR Master's degree in Business Administration, Public Health, Health Services Administration, or related field and Minimum two (2) years relevant experience

Preferred Qualifications :

• Exposure to human-centered design principles and methodologies including journey mapping.
• Good communication and presentation skills.
• Ability to leverage data to and summarize key insights driving business issues.
• Exposure to developing and writing business cases or grants.
• Proven track record of meeting deadlines, and ability to work and collaborate effectively in a team environment.
• Ability to adapt to changing priorities and deadlines.
• Experience working with advanced Excel functions including, formulas, pivot tables, vlookup, etc. or other data analytics certification.
• Process or Performance improvement certification such as Lean / Six Sigma, TQM, BPM, etc.
• Project Management certification (e.g., PMP, Agile, SCRUM, etc.).
• Experience working in healthcare, insurance or other regulated industries.
20 days ago