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Senior Director of Customer Experience
Ref No.: 19-09989
Category: Permanent Placement
Location: New York, New York
Pay Rate : $ 150,000.00 - 175,000.00 /Year
Respected and Established Health Plan with offices in Downtown, Manhattan that provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products. For more than 30 years, this Health Plan has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.

Senior Director of Customer Experience (Health Insurance - Medicaid, Medicare, Exchange and Commercial), Manhattan, NY
Solid Six Figure Salary with Generous Benefits (including Pension Plans)
Position Overview
The Senior Director of Customer Experience is a highly strategic role that enables the organization's leadership to work most effectively with stakeholders and fulfill their commitments to the System. Serving as the customer experience authority driving customer strategy, the Senior Director of Customer Experience uses insights to impact corporate and customer strategy, aligning deliverables to customer values, thereby maximizing customer acquisition, retention and profitability.
The position of Senior Director of Customer Experience requires applicable education, experience and knowledge of operational excellence, management, and the behavior of large systems. The Senior Director of Customer Experience must be highly organized, assertive, creative, motivated, analytical and data driven and have a diversity of professional skills. The Senior Director of Customer Experience may work with various task forces, committees, internal departments, external and governmental individuals and organizations, as well as the Board of Directors.
Job Description
  • Develops and implements customer centric tactics for the Health Plan
  • Manages the customer experience by developing policies, programs and processes that demonstrate a continually evolving strategy focus, harnessing customer power, influence, and desire, while translating knowledge acquired into tangible results which accomplish the strategic objectives of the Health Plan
  • Develops and implements plans which move the actual customer experience to the ideal customer experience
  • Delivers customer oriented metrics and analytics by evaluating available data and methods to select measurements, reports and metrics that provide clear and valuable insights into customer behavior, experience and loyalty
  • Creates a customer centric culture by defining, implementing and modeling an environment conducive to culture shift, fostering the customer central position to organization functions and decisions
  • Determines appropriate metrics for assessing Company culture change and customer centricity
  • Creates a relevant customer strategy aligned to the overall business strategy of the Health Plan. Applying a synthesized knowledge of the health care industry, understanding of the numerous diverse customer groups and the Health Plan, creates targeted strategies enabling the Plan to realize value from every customer interaction and relationship
  • Understands the needs of customers to assist the organization to make real time strategy updates. This responsibility includes applying knowledge of how customers are using their benefits, where benefit or service gaps exist in the customer's view, so that issues are anticipated and prevented. This information is then used to suggest organizational enhancements and modifications increasing the customer strategy effectiveness and maximizing the value derived from the customer
  • Designs and implements appropriate levels and styles of interactions to build customer relationships, with the goal of driving improved organization wide results through continuous engagement and optimized customer interactions
  • Communicates the customer centric philosophy and successes of the organization internally and externally
  • Insure the provision of ongoing team and individual professional development to achieve continuously improved, outstanding service to members
  • Oversees call center operations including development of policies, procedures and systems, performance monitoring and improvement, personnel management, ongoing reporting and analytics, and maintaining equipment/system adequacy
Minimum Qualifications
  • Bachelor's degree required; advanced degree strongly preferred,
  • Minimum of 3 years experience running top performing call center required
  • Demonstration of successful change management implementation required
  • Experience leading multi-disciplinary initiatives required
  • 7+ years management experience in a senior or executive operational role is required; knowledge of Health Plan/Managed Care operations a plus,
  • Experience as a manager in a union environment preferred,
  • Experience directly managing large, diverse teams,
  • Proven track record of effectively dealing with executive management,
  • Ability to work strategically and collaboratively with internal and external partners,
  • Organizational and political agility,
  • Strong organizational, managerial, strategic analysis, and interpersonal skills,
  • Excellent written and verbal communication skills,
  • Proven data, analytic and creative problem-solving skills,
  • Proficient in MS Office and call center equipment/software programs,
  • Voice of customer competency,
  • Resourceful and flexible to ongoing change,
  • Versatile, self-motivated, persistent, and action oriented,
  • Highly organized, methodical and strong follow through on projects,
  • Strong ability to motivate others, with excellent negotiation skills,
  • Mission driven, passionate, outgoing, and
  • Good sense of self, strong personal presence, and emotional intelligence.
  • Licensure and/or Certification Required
  • Certified Call Center Manager (e.g. CCCM) or equivalent qualification a plus

Salary up to $175,000 with generous benefits (including pension plan)