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Manager, Consumer Experience in Southfield, MI at AF Group

Date Posted: 11/27/2018

Job Snapshot

Job Description



SUMMARY:

Champion the voice of the customer throughout the enterprise while being responsible for ensuring an exceptional customer experience across the continuum of the prospect & member journey. Responsible for creating a process of continuous improvement around the customer experience. Tasked to respond to key metrics, define leading indicators, and identify areas to positively impact overall experience. Will be a key contributor to the development of Senior Health Services consumer experience strategy and serve as business lead on key strategic initiatives. Will leverage cross-functional partnerships to deliver targeted initiatives to measurably improve customer experience, measured by key government and enterprise metrics.



RESPONSIBILITIES/TASKS:

  • Improve CAHPS scores as a measurable indicator of Medicare member 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
  • Actively engage with cross-functional stakeholders with shared accountability to the customer experience, including but not limited to customer servicing, operations, member communications, and sales
  • Work in partnership with senior leadership to develop a multi-year roadmap to create a best-in-class customer experience for our members
  • Accountable to deliver key strategic initiatives throughout the year in support of the customer experience strategy and corporate goals
  • 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
  • Coordinate with the vendor management functions to ensure effective management of vendors and sourcing relationships
  • Participate in development of annual departmental budget, monitor budget and identify budget discrepancies. Research cause and make recommendations
  • Responsibility for balancing workload to optimize the effectiveness of the department
  • Represent company in community and industry, programs and conferences

DIRECTION EXERCISED:

Directly supervises exempt and non-exempt staff in accordance with company policies and applicable Federal and State Laws. Responsibilities include but are not limited to effectively interviewing, hiring, terminating, and training employees; planning, assigning and directing work; appraising performance; rewarding and counseling employees; addressing complaints and resolving problems; supporting and encouraging the engagement process.