Customer Experience Program Manager

Full Time

Reliance Health

Job Details

Position: Customer Experience Program Manager
Company: Reliance Health
Location: Remote
Type: Full Time

Description

This role is accountable for the customer satisfaction program that will analyze data from customer listening posts, identify trends, prioritize importance, and develop action plans with cross-functional leaders to drive measurable improvement.

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You will be Responsible For: 

  • Developing and implementing a strategy, plan, and KPIs for Customer Experience optimization across the customer lifecycle.
  • Survey Program: Manage the survey program to ensure all stakeholders within the organization are aligned on the why who, when, and how these surveys will be used.
  • Customer Satisfaction Index: Manage the monthly review of leading and lagging indicators for customer segments and prepare executive-level presentations to inform internal stakeholders of trends and progress.
  • Customer Experience Blueprint: Develop a customer experience blueprint that includes onboarding, optimized engagement, and contract renewals for the purpose of ensuring consistent and repeatable workflows, and identifying automation opportunities to ensure scale and RACI-enabled understanding of stakeholder roles in the lifecycle.
  • Customer Experience Program Management: Creating a framework for data analysis, prioritization, and action plan tracking, to ensure that customer priorities provided through this program are addressed, and that there is closed-loop communication back to customers.

Requirements

  • 5 years of experience in customer experience operations or management
  • Strong data analytics, process, communications, and follow-through skills
  • Excellent presentation skills
  • Experience with interaction forecasting, capacity, and workforce management
  • Strong analytical and data management and reporting skills

Benefits

  • Work alongside & learn from best-in-class talent
  • Join a market leader within the Insurance space
  • Attractive Salary & benefits
  • Unlimited leave days
  • Free office lunch
  • Fantastic work culture
  • Work and learn from some of the best in the industry
  • Great work-life balance

To apply for this job please visit apply.workable.com.

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