Customer Experience Lead

Profile

\u003cp\u003e\u003cstrong\u003eRole Summary:\u003c/strong\u003e\u003c/p\u003e
\u003cp\u003eOur Customer Experience Lead will partner with various teams across the organization to better understand customer behaviors and improve the customer journey.\u0026nbsp; This role will also analyze, review, and monitor the customer experience with the goal of enhancing WPS\u0026rsquo;s systems and processes while optimizing interaction between WPS Health Insurance and its customers.\u0026nbsp;\u0026nbsp;\u003cstrong\u003eThis role can be 100% remote in Arizona, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, New Jersey, North Carolina, North Dakota, South Carolina, Texas, Virginia, and Wisconsin.\u0026nbsp; \u003c/strong\u003e\u003c/p\u003e
\u003cp\u003e\u0026nbsp;\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eIn this role you will:\u003c/strong\u003e\u003c/p\u003e
\u003cul\u003e
\u003cli\u003eAnalyze customer data using Voice of the Customer analytic tools.\u003c/li\u003e
\u003cli\u003eObtain, monitor, and act in relation to customer feedback.\u003c/li\u003e
\u003cli\u003eUse customer data for strategic business decisions.\u003c/li\u003e
\u003cli\u003eDesign systems \u0026amp; processes that enable teams to provide best-in-class Customer Experience.\u003c/li\u003e
\u003cli\u003eLead cross-functional initiatives to ensure consistency of experience and encourage multi-channel customer engagement.\u003c/li\u003e
\u003cli\u003eIncrease overall customer satisfaction by continuously seeking out ways to improve and elevate customers\u0027 interactions with the WPS Health Insurance brand.\u003c/li\u003e
\u003cli\u003eEstablish and own operational process level KPI\u0026rsquo;s for key value stream supported.\u003c/li\u003e
\u003cli\u003eUtilize DMAIC, Six Sigma, or LEAN improvement methodologies to conduct end-to-end operational process reviews and drive improvements that leverage best practices.\u003c/li\u003e
\u003cli\u003eOversee process review, conduct meetings, solution new designs, and provide assessments on operational impacts (financial, service, quality, etc.).\u003c/li\u003e
\u003cli\u003eReview and approve IT solutions for long-term appropriateness on impacted processes.\u003c/li\u003e
\u003cli\u003eConduct improvement efforts and influence outcomes, often without direct authority.\u003c/li\u003e
\u003cli\u003eRedesign operational processes to support new products, services, and technologies.\u003c/li\u003e
\u003cli\u003eBenchmark operational process against external market and determine best solution for WPS.\u003c/li\u003e
\u003cli\u003eSeek out external information, assess how changes will impact business, and make recommendations that are best for WPS both, strategically and tactically.\u003c/li\u003e
\u003cli\u003eDevelop and maintain overall implementation project plans, schedules, resource plans priorities, and dependencies for business project efforts.\u003c/li\u003e
\u003cli\u003eProvide reports to management and internal partners to explain business project status, issues, risks, timeline, and any changes to original plans.\u003c/li\u003e
\u003cli\u003eConduct statistical analysis to support operational improvement efforts.\u003c/li\u003e
\u003c/ul\u003e
\u003cp\u003e\u003cem\u003eThis job profile is not intended to be an exhaustive list of all duties or responsibilities associated with the job. Other job-related duties may be assigned.\u003c/em\u003e\u003c/p\u003e
\u003cp\u003e\u003cem\u003e\u0026nbsp;\u003c/em\u003e\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eThis role could be a good fit if you: \u003c/strong\u003e\u003c/p\u003e
\u003cul\u003e
\u003cli\u003eEnergized by a team that is changing the way we do work in our Health Insurance line of business!\u003c/li\u003e
\u003cli\u003eHave worked with Voice of Customer (VOC) programs and tools.\u003c/li\u003e
\u003cli\u003eUnderstand how Customer Experience (CX), Culture, and Process are connected.\u003c/li\u003e
\u003cli\u003eHave a passion for creating meaningful and exceptional customer experiences.\u003c/li\u003e
\u003c/ul\u003e
\u003cp\u003e\u0026nbsp;\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eYou\u0026rsquo;ll benefit from this experience by:\u003c/strong\u003e\u003c/p\u003e
\u003cul\u003e
\u003cli\u003eBeing part of a dynamic line of business that is going through exciting change!\u003c/li\u003e
\u003cli\u003eContinuing to build on our Voice of Customer (VOC) program using tools such as Qualtrics and Clarabridge to better understand customer behavior.\u003c/li\u003e
\u003cli\u003eWorking in an environment that serves our nation\u0026rsquo;s military, veterans, guard, reserves, and Medicare beneficiaries!\u003c/li\u003e
\u003c/ul\u003e
\u003cp\u003e\u0026nbsp;\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eYou need to have: \u003c/strong\u003e\u003c/p\u003e
\u003cul\u003e
\u003cli\u003eBachelor\u0026rsquo;s degree in related field or equivalent post high school and/or related work experience\u003c/li\u003e
\u003cli\u003eTwo (2) or more years of related work experience\u003c/li\u003e
\u003c/ul\u003e
\u003cp\u003e\u0026nbsp;\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eWe strongly prefer: \u003c/strong\u003e\u003c/p\u003e
\u003cul\u003e
\u003cli\u003eExperience in the continuous development and management of Voice of the Customer (VOC) and Customer Experience programs\u003c/li\u003e
\u003cli\u003eExperience leading projects with cross functional teams that are not direct reports\u003c/li\u003e
\u003cli\u003eExperience at other health insurance companies or within the healthcare industry\u003c/li\u003e
\u003cli\u003eExperience with customer surveys and VOC data mapping\u003c/li\u003e
\u003cli\u003eProcess improvement background\u003c/li\u003e
\u003cli\u003eSix Sigma Green belt or higher, encouraged within one (1) year of employment\u003c/li\u003e
\u003c/ul\u003e
\u003cp\u003e\u0026nbsp;\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eCompensation and Benefits\u003c/strong\u003e\u003c/p\u003e
\u003cul\u003e
\u003cli\u003eEligible for annual Performance Bonus Program\u003c/li\u003e
\u003cli\u003e401(k) with \u003cstrong\u003edollar-per-dollar match up to 6% of salary\u003c/strong\u003e\u003c/li\u003e
\u003cli\u003eCompetitive paid time off\u003c/li\u003e
\u003cli\u003eHealth and dental insurance start \u003cstrong\u003eDAY 1\u003c/strong\u003e\u003c/li\u003e
\u003cli\u003eVision insurance\u003c/li\u003e
\u003cli\u003eFlexible spending, dependent care, and health savings accounts\u003c/li\u003e
\u003cli\u003eShort- and long-term disability, group life insurance\u003c/li\u003e
\u003cli\u003eInnovative professional and cognitive development programs\u003c/li\u003e
\u003c/ul\u003e
\u003cp\u003e\u0026nbsp;\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eWho We Are\u003c/strong\u003e\u003c/p\u003e
\u003cp\u003eWPS Health Solutions is an innovator in health insurance and a worldwide leader in claims administration, serving millions of beneficiaries in the United States and abroad.\u003c/p\u003e
\u003cp\u003eFounded in 1946, WPS offers health insurance plans for individuals, families, and seniors, and group plans for small and large businesses. We are a world-class claims processor and program administrator for the government\u0026rsquo;s Medicare program. And we manage benefits for millions of active-duty and retired military personnel and their families.\u003c/p\u003e
\u003cp\u003eWPS has been named one of the \u003ca href=\u0022http://worldsmostethicalcompanies.ethisphere.com/\u0022 target=\u0022_blank\u0022 rel=\u0022noopener\u0022\u003eWorld\u0027s Most Ethical Companies\u003csup\u003e\u0026reg;\u003c/sup\u003e\u003c/a\u003e by the Ethisphere\u003csup\u003e\u0026reg;\u003c/sup\u003e Institute for 10 years in a row\u003cstrong\u003e\u003cem\u003e.\u003c/em\u003e\u003c/strong\u003e\u003c/p\u003e
\u003cp\u003e\u003ca href=\u0022http://wpshealthsolutions.com/about/index.shtml\u0022 target=\u0022_blank\u0022 rel=\u0022noopener\u0022\u003e\u003cstrong\u003eLearn more about WPS\u003c/strong\u003e\u003c/a\u003e\u003cstrong\u003e. \u003c/strong\u003e\u003c/p\u003e
\u003cp\u003e\u0026nbsp;\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eOur Purpose and Values\u003c/strong\u003e\u003c/p\u003e
\u003cp\u003eOur purpose is to make healthcare easier for those we serve. \u003ca href=\u0022http://www.wpshealthsolutions.com/about/purpose-values.shtml\u0022 target=\u0022_blank\u0022 rel=\u0022noopener\u0022\u003e\u003cstrong\u003eClick Here\u003c/strong\u003e\u003c/a\u003e\u003c/p\u003e
\u003cp\u003eOur values \u0026ndash; Customer Focused, Individual Responsibility, Mutual Respect, and Driven \u0026amp; Passionate \u0026ndash; are the core of who we are and how we conduct business every day.\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003e\u0026nbsp;\u003c/strong\u003e\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eHealth Insurance\u003c/strong\u003e\u003c/p\u003e
\u003cp\u003eWPS Health Insurance offers high-quality health insurance plans for individuals and families, Medicare supplement plans for seniors, and group health plans for businesses of every size.\u003c/p\u003e
\u003cp\u003e\u003ca href=\u0022http://wpshealthsolutions.com/business-units/wpshi.shtml\u0022 target=\u0022_blank\u0022 rel=\u0022noopener\u0022\u003ehttp://wpshealthsolutions.com/business-units/wpshi.shtml\u003c/a\u003e\u003c/p\u003e
\u003cp\u003e\u0026nbsp;\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eMilitary and Veterans Health\u003c/strong\u003e\u003c/p\u003e
\u003cp\u003eWPS Military and Veterans Health administers claims and provides customer service and related activities for the U.S. Department of Defense and the U.S. Department of Veterans Affairs and their beneficiaries.\u003c/p\u003e
\u003cp\u003e\u003ca href=\u0022http://wpshealthsolutions.com/business-units/wpsmvh.shtml\u0022 target=\u0022_blank\u0022 rel=\u0022noopener\u0022\u003ehttp://wpshealthsolutions.com/business-units/wpsmvh.shtml\u003c/a\u003e\u003c/p\u003e
\u003cp\u003e\u0026nbsp;\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eGovernment Health Administrators \u003c/strong\u003e\u003c/p\u003e
\u003cp\u003eWPS Government Health Administrators manages Medicare Part A and Part B benefits for more than 7 million beneficiaries. As one of the largest contractors for the Centers for Medicare \u0026amp; Medicare Services, we\u0026rsquo;ve served Medicare beneficiaries and their health care providers since 1966.\u003c/p\u003e
\u003cp\u003e\u003ca href=\u0022http://wpshealthsolutions.com/business-units/wpsgha.shtml\u0022 target=\u0022_blank\u0022 rel=\u0022noopener\u0022\u003ehttp://wpshealthsolutions.com/business-units/wpsgha.shtml\u003c/a\u003e\u003c/p\u003e
\u003cp\u003e\u0026nbsp;\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eArise\u003c/strong\u003e\u003c/p\u003e
\u003cp\u003eArise Health Plan provides innovative and high-value health plans to groups and individuals in eastern and northeastern Wisconsin. With our quality Wisconsin-based customer service, Arise offers health care expertise with a personal touch.\u003c/p\u003e
\u003cp\u003e\u003ca href=\u0022http://wpshealthsolutions.com/business-units/arise.shtml\u0022 target=\u0022_blank\u0022 rel=\u0022noopener\u0022\u003ehttp://wpshealthsolutions.com/business-units/arise.shtml\u003c/a\u003e\u003c/p\u003e
\u003cp\u003e\u0026nbsp;\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eEPIC Specialty Benefits\u003c/strong\u003e\u003c/p\u003e
\u003cp\u003eEPIC Specialty Benefits provides businesses group insurance products that cover:\u003c/p\u003e
\u003cul\u003e
\u003cli\u003eLife\u003c/li\u003e
\u003cli\u003eDisability\u003c/li\u003e
\u003cli\u003eDental\u003c/li\u003e
\u003cli\u003eVision\u003c/li\u003e
\u003cli\u003eVoluntary benefits\u003c/li\u003e
\u003c/ul\u003e
\u003cp\u003e\u003ca href=\u0022http://wpshealthsolutions.com/business-units/epicsb.shtml\u0022 target=\u0022_blank\u0022 rel=\u0022noopener\u0022\u003ehttp://wpshealthsolutions.com/business-units/epicsb.shtml\u003c/a\u003e\u003c/p\u003e
\u003cp\u003e\u0026nbsp;\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eStay connected:\u0026nbsp;\u003c/strong\u003e\u003ca href=\u0022http://recruiting2.ultipro.com/WIS1003/JobBoard/e6da0c90-f987-63dc-99a9-fb8c9014f57e/Account/Register?cancelUrl=https://recruiting2.ultipro.com/WIS1003/JobBoard/e6da0c90-f987-63dc-99a9-fb8c9014f57e/?q=WPS&o=relevance\u0026amp;redirectUrl=/WIS1003/JobBoard/e6da0c90-f987-63dc-99a9-fb8c9014f57e/JobSearchAgent\u0022 target=\u0022_blank\u0022 rel=\u0022noopener\u0022\u003e\u003cstrong\u003eSign-up for Job Alerts\u003c/strong\u003e\u003c/a\u003e\u003c/p\u003e
\u003cp\u003e\u003cstrong\u003eFOLLOW US!\u003c/strong\u003e\u003c/p\u003e
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\u003cp\u003e\u003cstrong\u003e\u003ca href=\u0022https://www.linkedin.com/company/wps-health-solutions/\u0022 target=\u0022_blank\u0022 rel=\u0022noopener\u0022\u003eLinkedIn\u003c/a\u003e\u003c/strong\u003e\u003c/p\u003e,EqualOpportunityEmployerDescription:Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities,PayTransparencyPolicyStatement:The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c),MatchScore:1.0,HasApplied:false,ApplicationJobBoardName:null,ApplicationJobBoardId:null,DateApplied:null,Salaried:true,CompensationAmount:null,PublishingStatus:1,Links:[],BehaviorCriteria:[],MotivationCriteria:[],EducationCriteria:[],LicenseAndCertificationCriteria:[],SkillCriteria:[],WorkExperienceCriteria:[],JobBoardMemberships:[{JobBoardId:cdefa8ae-f907-5c13-2775-f0106d0aa34a,PublishedInternal:true,PublishedExternal:false,ExternalPostedDate:null,InternalPostedDate:2021-08-18T15:49:24.268Z},{JobBoardId:e6da0c90-f987-63dc-99a9-fb8c9014f57e,PublishedInternal:false,PublishedExternal:true,ExternalPostedDate:2021-08-18T15:49:24.268Z,InternalPostedDate:null}],AssessmentUri:null,AssessmentStatus:null,OpportunityIsClosed:false,TravelRequired:null,TravelDescription:null,SupervisorName:null,Assessments:[],ApplicationId:null,CompensationAnnualMinimum:null,CompensationAnnualMaximum:null,CompensationHourlyMinimum:null,CompensationHourlyMaximum:null,CompensationCurrency:null});

Company info

Wisconsin Physicians Service Insurance Corporation
Website : http://www.wpsic.com