Strategic Staffing Solutions
STRATEGIC STAFFING SOLUTIONS (S3) HAS AN OPENING!
Strategic Staffing Solutions is currently looking for a Customer Experience Manager for a contract opportunity with one of our largest clients located in Detroit, MI!
Title: Customer Experience Manager
Location: Detroit, MI (Hybrid onsite/remote)
Duration: Potential Contract-to-Hire
Role Type: W2 Contract Engagement
Engagement Description
Champion the voice of the customer across Senior Health Services while being responsible for ensuring an exceptional customer experience for our Medicare Advantage members. Will be a key contributor to the development of Senior Health Services customer experience strategy and serve as business lead on key strategic initiatives, leading to an experience consistent with enterprise vision. Will leverage data and analytics, CX expertise and work with cross-functional partnerships to deliver targeted initiatives to measurably improve customer experience, measured by key government and enterprise metrics.
Top 3 Required Skills/Experience
- Experience leading or contributing to initiatives designed to deliver experience improvements in support of the customer experience strategy
- Ability to respond to key metrics, define strategic goals and leading indicators, and identify areas to positively impact overall experience.
- Actively engage with cross-functional stakeholders with shared accountability to deliver the customer experience, including but not limited to customer servicing, operations, member communications, and digital internal stakeholders.
Required Skills/Experience
- Continually monitor metrics to identify areas of abrasion for customers
- Research areas negatively impacting experience to identify root causes, downstream impact, trends, and risk mitigation.
- Analyze “voice of the customer (VOC) and behavioral information to understand why consumers are satisfied/dissatisfied, along with the attitudes, motivations, etc. to develop deep insights into customer needs and behaviors.
- Represent SHS customer experience within key initiatives that span all areas of the business.
- Engaged within the communications process to ensure messaging strategies are consistent and align to customer experience principles.
- Methodical, organized, systematic and outcome-focused in defining, socializing and reaching deadlines and results.
- Experience with Digital Experience, IT or data strategy initiatives and the ability to focus on delivering member experience in digitally-enabled ways.
Education/Certifications
- Bachelor’s degree in a related field, Marketing, Communications or Customer Experience preferred.
- Seven years experience in a customer-centric environment. Health care experience, Medicare experience, or experience improving CAHPS results preferred.
The S3 Difference
The global mission of S3 is to build trusting relationships and deliver solutions that positively impact our customers, our consultants, and our communities. The four pillars of our company are to:
- Set the bar high for what a company should do
- Create jobs
- Offer people an opportunity to succeed and change their station in life
- Improve the communities where we live and work through volunteering and charitable giving
As an S3 employee, you’re eligible for a full benefits package that may include:
- Medical Insurance
- Dental Insurance
- Vision Insurance
- 401(k) Plan
- Vacation Package
- Life & Disability Insurance Plans
- Flexible Spending Accounts
- Tuition Reimbursement
Job ID: JOB-225382
Publish Date: 27 Apr 2023