Consumer Experience Program Strategist

Job Summary:

The Consumer Experience Program Strategist is responsible for assigned initiatives, analysis, recommendations and program execution aligned with approved program strategy as it relates to member and provider experience. Bodies of work may span qualitative and quantitative efforts, inclusive of, but not limited to surveys, focus groups, and Consumer Advisory Councils.

Essential Functions:

• Foster a culture of member-centric thinking by ensuring the voice of the consumer is integrated into strategy, multiyear roadmaps, program development and experience improvement initiatives across the organization.
• Lead the planning, execution, and monitoring of assigned projects and initiatives. This includes, but is not limited to, partnership with external vendors for survey administration, Consumer Advisory Council activities and the delivery of actionable insights.
• Assist with the continuous improvement of program management best practices, processes, and tools.
• Monitor and report performance for assigned initiatives, programs and workstreams.
• Work closely with business stakeholders to ensure assigned programs align with business strategy and overarching Consumer Experience strategic roadmap.
• Collaborate cross-functionally to include consumer insights in program planning inclusive of, but not limited to, advisory councils, surveys, appeals and grievance data, complaints to Medicare, and customer service call logs.
• Collaborate with cross-functional teams and key stakeholders, supporting and participating with them in the design and implementation of strategies and initiatives that enhance member engagement and satisfaction based on insights derived from various inputs.
• Develop and maintain assigned program timelines, expenditures, deliverables, and outcome metrics to ensure successful project completion and maintenance.
• Review and consolidate insight results to identify trends, strengths, and areas for improvement in member and provider experience. Integrate competitor, geographic and population data to share enterprise and localized approaches to strategies. Apply insights into assigned program strategies.
• Prepare and present findings and recommendations to stakeholders, including senior leadership, to drive informed decision-making.
• Integrate industry trends, innovations and best practices related to consumer experience and satisfaction into the organization s strategic roadmap.
• Facilitate training and workshops for staff to promote understanding and utilization of experience insights in service delivery, best practices for improving member satisfaction, and delivering exceptional experiences.
• Foster relationships with internal and external stakeholders, including but not limited to cross functional stakeholders, providers, community organizations, and regulatory bodies to enhance the effectiveness of consumer insights initiatives.
• Escalate material risks, dependencies, resource constraints, and decisions to leadership and the appropriate program governance forum.
• Perform any other job related duties as requested.

Education and Experience:

• Bachelors degree in health care, patient experience, program management or a related field required required
• Equivalent years of relevant work experience may be accepted in lieu of required education
• Three (3) years of experience in consumer experience measurement, member feedback, experience improvement, satisfaction surveys or engagement research, preferably in a highly regulated environment required
• Experience designing and facilitating consumer engagement programs, advisory councils, focus groups or similar feedback forums required
• Knowledge of multiple research methodologies, both qualitative and quantitative required
• Proven track record of successfully managing complex projects from inception to completion required
• Experience translating research findings into clear, actionable recommendations for stakeholders required
• Experience with Qualtrics preferred

Competencies, Knowledge and Skills:

• Demonstrates empathy, compassion and respect when interacting with members, providers, caregivers and community representatives
• Strong quantitative research skills to include data analysis and digestible report writing
• Proficient in Microsoft Office Suite to include Word, Excel and PowerPoint
• Strong knowledge of survey design and methodologies
• Excellent written and verbal communication skills
• Effective problem solving and root cause analysis skills, with attention to detail
• Strong interpersonal skills and high level of professionalism
• Flexible and quick-thinking
• Strong attention to detail
• Effective listening and critical thinking skills
• Ability to work independently and within a team environment
• Ability to develop, prioritize and accomplish goals
• Relationship development to engage with internal subject matter experts
• Leadership to drive projects to completion
• Perspective to be able to see a topic from the audience s point of view
• Bilingual is a plus
• Strong organizational skills, with the ability to manage multiple projects

Licensure and Certification:

• None required

Working Conditions:

• General office environment; may be required to sit or stand for extended periods of time
• Travel is not typically required

• Fostering a Collaborative Workplace Culture
• Cultivate Partnerships
• Develop Self and Others
• Drive Execution
• Influence Others
• Pursue Personal Excellence
• Understand the Business