Sr. Consumer Experience Professional

Profile

Description

The Sr. Consumer Experience Professional performs data analysis supporting learning plans via management and usage of consumer behavioral, demographic, and attitudinal data. The Sr. Consumer Experience Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

Responsibilities

The Sr. Consumer Experience Professional may leverage voice of the customer, NPSt, root cause, telling the story, call listening, member experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to speak up and voice opportunities to improve the member experience. Begins to influence department's strategy. Makes decisions on moderately complex to complex issues regarding technical approach for project components, and work is performed without direction. Exercises considerable latitude in determining objectives and approaches to assignments.

Required Qualifications


Bachelor's Degree or Equivalent Experience
Minimum of 5 years Consumer Experience and/or Consumer Service Operations Experience
Prior experience managing implementations and business readiness processes
Strong attention to detail, organizational skills and meeting facilitation skills
Using data, collaborate across the enterprise to eliminate friction points and improve the member experience. Represents MRD on various initiatives; is trusted to share the customer story, relevant data, and recommendations to inform system and process changes
Works autonomously; also works directly with Ops Managers, Directors, and VP level as requests/opportunities arise.
Proficiency in Microsoft Office Programs Word, PowerPoint, Excel
Ability to interpret assignments and understand department strategy
Critical thinker who can anticipate team needs and take initiative to present ideas, ask the right questions and deliver the highest quality work
Ability to interpret and communicate performance and outcomes
Excellent time management skills; ability to prioritize and handle multiple tasks with concurrent deadlines
Experience making decisions and working independently with little supervision
Must be passionate about contributing to an organization focused on delighting the customer
Must have accessibility to high speed DSL or cable modem for a home office (satellite internet service is NOT allowed for this role); and a minimum internet connection speed of 10M x 1M


Preferred Qualifications


Master's degree or other graduate degree
Experience in the health insurance industry
InMoment, Clarabridge- IDEA Tool Platform knowledge
Working knowledge of Tableau and Power BI
Displays analytic acumen and curiosity; responsible for collaborating with various teams on creation of dashboards and deriving insights which influence key goals for the organization re: key metrics.


Additional Information

This role will have the option to work remotely.

Scheduled Weekly Hours

40

Company info

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