Director Customer Experience
Company: LogistiCare
Location: Denver
Posted on: January 15, 2021
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Job Description:
The Director of Customer Experience, reporting initially to the
Senior Vice President of Human Resources, will be responsible to
build the strategy, plan, and implement LogistiCare's overall
Customer Experience goals. This position will execute, enhance, and
analyze the Net Promoter Score to achieve organizational alignment
towards critical business objectives. This role will lead the
organization's implementation of company-wide strategic initiatives
to provide customers an exceptional experience, and retention of
customers across all business lines. This position will collaborate
with the client services and operations teams to develop and
implement an effective and seamless customer experience across all
stages and touchpoints in a customer journey. This role will be
responsible to achieve greater customer satisfaction, increased
efficiency, and profitability. This position will simultaneously
tackle both daily operational challenges as well as strategic
initiatives by driving, planning, and implementing national and
regional customer satisfaction. This role will lead and coordinate
field programs that target excellent customer experience for
LogistiCare in continuing to lead the company in the healthcare
industry. ESSENTIAL FUNCTIONS * Lead customer experience
initiatives at the company level to ensure continuity. * Interact
with executive leadership team, proactively advocating for
solutions and managing escalation process. * Participate in
operational activities and assist with local leadership to collect
feedback from customer facing teams to derive meaningful insights
for improvements and guiding teams to ensure a customer-centric
attitude. * Work in collaboration with all other business function
leaders to ensure customer-centricity in their respective
department work, consistently delivering end-to-end customer
experience in accordance with the overall customer experience
strategy. * Advocate for changes in other departments' ways for
working cross functionally and in collaboration with teams to
implement a change, if required for the improvement of overall
customer experience. * Gain operational alignment on the customer
experience initiatives by leading the Operations and Client Support
Services Teams to work with the executive leadership so that
national programs are successfully implemented. * Create, measure,
and track customer experience initiatives. * Deliver on Net
Promoter Score goals for LogistiCare. * Drive continuous process
improvement across customer experience initiatives. * Lead, manage,
and work with external Customer Experience consultants. POSITION
QUALIFICATIONS Competency Statement(s) * Analytical Skills - Strong
ability to use thinking and reasoning to solve a problem. *
Communication, Oral - Excellent ability to communicate effectively
with others using the spoken word. * Communication, Written -
Excellent ability to communicate in writing, clearly and concisely.
* Customer Oriented - Excellent ability to take care of the
customers' needs while following company procedures. * Decision
Making - Ability to make critical decisions while following company
procedures. * Interpersonal - Excellent ability to get along well
with a variety of personalities and individuals. * Leadership -
Excellent ability to influence others to perform their jobs
effectively and to be responsible for making decisions. *
Management Skills - Ability to organize and direct oneself and
effectively supervise others. * Problem Solving - Excellent ability
to find a solution for or to deal proactively with work-related
problems. * Relationship Building - Ability to effectively build
relationships with customers and co-workers. * Working Under
Pressure - Driven ability to complete assigned tasks under
stressful situations. EDUCATION & EXPERIENCE * Bachelor's degree in
Business Administration, Data Analytics, Information Systems or
related degree, Master's degree is preferred. * Minimum 8 years of
experience managing full life cycle of customer experience projects
and ongoing management of programs. * 5 + years of customer
experience leadership, healthcare industry preferred. * 4 + years
of direct Call Center and customer management / leadership. *
Demonstrated experience developing 5 yr. strategic plans. *
Detail-oriented with the ability to manage projects from inception
through execution. * Ability to think creatively, design, and apply
new strategies, programs and techniques. * Demonstrated experience
with Net Promoter Score (NPS) and how it is used effectively to
drive business decisions. SKILLS * In-depth knowledge of customer
experience principles and best practices. * Proficient in
project/program management skills. * Working knowledge of
statistics, surveys mathematical concepts such as probability and
interference. * Ability to read, analyze, and interpret common
financial reports and legal documents. * Must be able to
effectively present information, from technical to human topics, to
a wide range of audience levels using a variant of methods. *
Skilled in responding to common inquiries or common complaints from
customers, regulatory agencies, or members of the business
community. * Proven success developing customer-driven programs to
accelerate results. * Ability to organize a plan (national,
regional, operational roles specific) and influence stakeholders. *
Experience with, and comfortable, in working with geographically
dispersed colleagues. * Ability to manage multiple workloads
simultaneously with strong organizational skills. * Self-motivated,
able to work autonomously and communicate with remote management. *
Outstanding work ethic with high performance and quality standards,
enthusiastic and diligent with meticulous attention to detail. *
Passion for results, measurement and optimization to continuously
drive to achieve company goals. WORK ENVIRONMENT The work
environment characteristics described here are representative of
those an employee encounters while performing the essential
functions of this job. * Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential
functions. * Entire work time is conducted in an office environment
in a controlled atmosphere building. * The noise level in the work
environment is usually moderate. We value our team members and
realize the importance of benefits for you and your family.
LogistiCare offers a comprehensive benefits package to include the
following: * Medical, Dental, and Vision insurance * Employer Paid
Basic Life Insurance and AD&D * Voluntary Life Insurance
(Employee/Spouse/Child) * Health Care and Dependent Care Flexible
Spending Accounts * Pre-Tax and Post -Tax Commuter and Parking
Benefits * 401(k) Retirement Savings Plan with Company Match * Paid
Time Off * Paid Parental Leave * Short-Term and Long-Term
Disability * Tuition Reimbursement * Employee Discounts (retail,
hotel, food, restaurants, car rental and much more!!) Salary:
$101,186 - 155,671 annually Bonus eligible based upon individual
and company performance LogistiCare is an Equal Opportunity
Employer Equal Opportunity Employer Minorities/Women/Protected
Veterans/Disabled
Keywords: LogistiCare, Denver , Director Customer Experience, Executive , Denver, Colorado
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