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Customer Experience Sr. Manager

Change Healthcare

This is a Contract position in Austell, GA posted December 14, 2021.

Customer Experience Sr. ManagerPosition Summary :This position reports to the Vice President of Insights, Analytics & CRM Operations and will play a critical role in program design, delivery, monitoring, evaluation and execution using various customer listening frameworks and functional strategic imperatives to drive business operational excellence. Managers within the Enterprise Customer Experience (ECX) team have a significantly expanded skillset to add value and lead engagements comprised of multiple work streams in partnership with the assigned Business Unit/Solution line. Customer Experience (CX) Managers / Sr. Managers operate as a strategic business partner to teams as needed to ensure the success of the customer experience & attrition mitigation program. Although CX Managers use project management strategies and tools to keep program activities on track, their roles & responsibilities span beyond traditional project management.Key Responsibilities :-Program Strategy, Design & Ongoing Refinement-Meeting and Training Facilitation-Process Evaluation and Redesign-Project Management-Data Analysis, Interpretation, and TrackingRESPONSIBILITIESAchieve shared business goals with the Business Unit and Sales & Account Management, such as attrition, NPS & revenue goalsEncourage & enable business to adopt defined CX and risk/attrition mitigation practices and integrate into ongoing business practicesWork cross functionally with People Solutions to drive a customer-centric culture within the supported business unitContribute strategically to evolve ECX into a scalable enterprise-wide team, culture and purposeAct as a thought leader in customer experience, loyalty & retention for the company and for supported business unitBuild and maintain a cohesive, effective ECX team by collaboratively defining and measuring progress against team objectives & key results (OKRs)Essential duties will vary but include:Design, develop, implement & optimize CX programs and initiatives that support & improve customer experience, loyalty & retentionCoordinate, track and measure the impact of all ECX activity with the assigned Business Unit/Solution LineAct as a key liaison between the ECX team and the Business Unit/Solution Line and/or Sales & Account Management by sharing business-unit knowledge and requirements with ECX and representing ECX capabilities (VoC, research, analytics) to the business partnerRegularly review relationship and transactional voice-of-customer (VoC) data & insights with business units to establish action programs to achieve customer goalsDrive day-to-day execution and program management to ensure activity plans remain relevant and are being executed & tracked effectively to realize project objectives and deliverables on time and within budgetPrepare program & project status reports / scorecards and facilitate meetings to update teams and management regularly on progress, risks, issues, and recommended solutionsEnsure all ECX team deliverables are met and monitor team performance against quarterly OKRsUnderstand and document inter-dependencies among programs or projectsInfluence, partner and build strong strategic alliances with cross functional leadershipSuccessfully drive change management & business transformation while building credible partnership with leadership teamsTranslate business objectives into execution strategy (tactical and strategic)Analyze large data sets quickly to understand top user pain points, feedback and drivers of attrition. Build and shape cross-functional initiatives that drive measurable improvementsIdentify and oversee ad hoc strategic projects, such as customer journey mapping and root cause analysisAdvise on best practices relative to customer experience & risk/attrition mitigationIdentify and implement process improvement opportunities to optimize resources and expand reach of programProject manage key initiatives as needed, e.g. annual NPS survey and team OKRsCommunicate clearly, consistently and continuously with the supported business unitMinimum Job Qualifications:Education/Training –BA or BS degree or equivalent practical experienceMBA or other advanced degree preferredCertifications in Program / Project Management and/or Customer Experience desirableBusiness Experience –Minimum of 8 years in this type of role or related Program Management experienceSuperior Excel and PowerPoint skillsExperience with data visualization / business intelligence tools (e.g. Spotfire, Tableau) a plusExperience with Jira, MS Project or another PM tool preferredSpecialized Knowledge/Skills –Executive presence; strong verbal and written communication skillsStrong relationship building skills at all levels of an organizationExperience building and leading high-performing teams, either in a direct or indirect/matrixed capacityWorking Conditions:Environment – Office environment, up to 10% travel required.Telecommute Acceptable.#li-remoteJoin our team today where we are creating a better coordinated, increasingly collaborative, and more efficient healthcare system!COVID MandateAs a federal contractor, Change Healthcare is adhering to the Executive Order which mandates vaccination.  As such, we are requiring all U.S. new hires and employees to show proof of being fully vaccinated for COVID-19 or receive an approved accommodation by their date of hire, as a condition of employment.As we continue to navigate the ever-changing COVID-19 pandemic, we remain committed to doing our part to ensure the health, safety, and well-being of our team members and our communities. Proof of vaccination or accommodations requests will be collected once an offer is accepted with Change Healthcare.  All accommodation requests will be carefully considered but are not guaranteed to be approved.Equal Opportunity/Affirmative Action StatementChange Healthcare is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, genetic information,  national origin, disability, or veteran status. To read more about employment discrimination protections under federal law, read EEO is the Law at and the supplemental information at .If you need a reasonable accommodation to assist with your application for employment, please contact us by sending an email to with “Applicant requesting reasonable accommodation” as the subject. Resumes or CVs submitted to this email box will not be accepted.Click here  to view our pay transparency nondiscrimination policy.California (US) Residents: By submitting an application to Change Healthcare for consideration of any employment opportunity, you acknowledge that you have read and understood  Change Healthcare’s Privacy Notice to California Job Applicants Regarding the Collection of Personal Information .Change Healthcare maintains a drug free workplace and conducts pre-employment drug-testing, where applicable, in accordance with federal, state and local laws.