Director Customer Experience

Company: LogistiCare
Location: Denver
Posted on: January 15, 2021

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