Lead Marketing and Customer Experience Specialist
Grand Rapids, MI (On-site)
Salary Not AvailableFull time
Posted 3 months ago
Job Description
Job Summary
The Customer Experience (CX) function strategically targets areas of opportunity to create innovative, digital solutions which lead to an improved experience and higher engagement by our customers. Central to this mission is the role of the Lead CX Specialist, who is responsible for managing the lifecycle of digital tools, services and frictionless online-to-offline integration. They lead agile, cross-functional work teams that span across Priority Health's market segments and are accountable for adding immediate value in the areas of: Business insights and competitive analysis, customer journey mapping, user-centered design, maintaining a healthy backlog of planned work, presenting measurable results to leadership, and leading transitions from test to launch-ready, digital experiences for our members.
Essential Functions
Required
As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.
How Corewell Health cares for you
SITE - Priority Health - 1231 E Beltline Ave NE - Grand Rapids
Department Name
Customer Experience And Insights - PH Managed Benefits
Employment Type
Full time
Shift
Day (United States of America)
Weekly Scheduled Hours
40
Hours of Work
8:00 a.m. to 5:00 p.m.
Days Worked
Monday to Friday
Weekend Frequency
N/A
CURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.
Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.
Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.
An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.
You may request assistance in completing the application process by calling 616.486.7447.
The Customer Experience (CX) function strategically targets areas of opportunity to create innovative, digital solutions which lead to an improved experience and higher engagement by our customers. Central to this mission is the role of the Lead CX Specialist, who is responsible for managing the lifecycle of digital tools, services and frictionless online-to-offline integration. They lead agile, cross-functional work teams that span across Priority Health's market segments and are accountable for adding immediate value in the areas of: Business insights and competitive analysis, customer journey mapping, user-centered design, maintaining a healthy backlog of planned work, presenting measurable results to leadership, and leading transitions from test to launch-ready, digital experiences for our members.
Essential Functions
- Responsible to set the vision, strategy and measurable goals for each product/service that supports the overarching digital transformation strategy.
- Maps the member journey to uncover top pain points to prioritize and solve, and create an execution plan that solves the top pain points. Work through barriers that arise and modifies action plans when necessary to maintain time-to-value.
- Lead a team that has diverse skills and backgrounds spanning technical and business-orientated functions
- Translate consumer research and usability testing into an action plan using an iterative test-and-learn process
- Identify technology needs, translate into business requirements and oversee implementation. Identify and guide optimal integration with other digital tools/services.
- Liaise and support market segment teams at all levels to enlist support and buy-in on prioritized workstreams. Manage change and expectations among key stakeholders
- Collaborate with the project manager to deliver on-time, within budget and adds value to the member experience
- Lead transitions from a test environment to a launch-ready member experience that is fully operationalized
Required
- Bachelor's Degree or equivalent in healthcare administration, social sciences, business administration or related field
- 10 years of relevant experience Managing the end-to-end lifecycle of digital-first experiences – designed to engage and empower end users
- Master's Degree in healthcare administration, social sciences, business administration or related field
As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.
How Corewell Health cares for you
- Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.
- On-demand pay program powered by Payactiv
- Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!
- Optional identity theft protection, home and auto insurance, pet insurance
- Traditional and Roth retirement options with service contribution and match savings
- Eligibility for benefits is determined by employment type and status
SITE - Priority Health - 1231 E Beltline Ave NE - Grand Rapids
Department Name
Customer Experience And Insights - PH Managed Benefits
Employment Type
Full time
Shift
Day (United States of America)
Weekly Scheduled Hours
40
Hours of Work
8:00 a.m. to 5:00 p.m.
Days Worked
Monday to Friday
Weekend Frequency
N/A
CURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.
Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.
Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.
An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.
You may request assistance in completing the application process by calling 616.486.7447.
Priority Health
We're a nationally recognized nonprofit health benefits company focused on improving the health and lives of one million members across Michigan. Priority Health continues to be recognized as a leader for quality, customer service, transparency and product innovation. As the fastest growing health plan in Michigan, more people are choosing us. When you choose Priority Health, we want you to know you've made a smart choice. Our goal is to help you get the most out of your health plan by making it easy to access affordable coverage, care and tools to help you better understand your plan and save money.Priority Health's mission is to improve health, instill humanity and inspire hope. Our vision is a future where health is simple, affordable, equitable and exceptional.At Priority Health, we value collaboration, curiosity, courage, clarity and compassion. Interested in joining our team? You can find official job postings at www.priorityhealth.com/about-us/jobs. Please do not apply to listings directly through LinkedIn.
