Customer Engagement Program Performance Manager - Primary Care

 ROLE SUMMARY 

The Customer Engagement Program Performance Manager – Primary Care develops, tracks and analyzes key performance metrics and long-term impact outcomes for Customer Engagement Training programs to ensure learning effectiveness, program success and business impact. This role is responsible for outcome measurement and performance management for content delivery that span digital, on-demand, in-classroom and on-the job experience design to ensure optimal training approach, learner outcomes and brand/customer measures impact. The role manages training program effectiveness evaluation and conducts business and strategic training needs analysis to identify gaps and performance improvement opportunities. The role will work cross-functionally with needed business analytics and commercial effectiveness partners to understand and help shape, where appropriate, CFC analytics (core product and role budget goals, KPIs and customer loyalty measures). These measures are to be linked to needed training measures and guide priorities to ensure seamless business alignment with priorities, training scorecards and impact. Such measures will also be shared across Commercial Engagement Training in a consistent way to guide outcome-based scorecard communications, continuous improvement and operating plan. 

ROLE RESPONSIBILITIES  

• Define and align with key stakeholders on clear goals (metrics such as training effectiveness, value, and impact) for training program delivery, business impact and customer loyalty impact.   

• Track and analyze core measures and metrics to understand effectiveness and impact of deployed training efforts to the learner and to business results, from both a customer and a business impact perspective, identifying and interpreting complex patterns and trends, and translating those insights into actionable recommendations. 

• Manage the reporting and communication of performance and effectiveness of Customer Engagement Training programs with internal stakeholders in Customer Engagement Training and key business unit leaders to maintain strategic alignment with the strategic objectives and operating plan.  

• Ensure consistent maintenance and optimization of data and data-quality, relevant to performance measurement.  

• Ensure the development, sharing of and improvement of consistent core measures, KPIs and scorecards for training, globally and locally. 

• Work on improvement of the performance measurement processes and the implementation of improvements.  

• Gather best practices and share across needed multi-stakeholder groups and the Customer Engagement Training leadership to support an environment of teamwork and continuous improvement.   

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