Director, Customer Experience & Omnichannel

Our work matters. We help people get the medicine they need to feel better and live well.  We do not lose sight of that. It fuels our passion and drives every decision we make.

Job Posting Title

Director, Customer Experience & Omnichannel

Job Description

The Director Customer Experience & Omnichannel leads a team to identify high-impact experiences that solve customer problems and help them to achieve their goals. This position develops Customer Experience strategies for multiple customer types (member, clients, health care professionals, and other stakeholders), and partners with other teams and leaders across the organization to influence and drive change in people, processes, information, and technology that result in improved experiences for our customers across channels. This role also creates and drives programs that engage, energize, and enable Prime employees to think about customers as the central focus of our business.

Responsibilities

• Develop high-impact customer experience strategies, roadmaps, priorities, and influence change using methods, tools, and deliverables that emphasize superior experiences
• Lead a team to identify, prioritize, and execute customer experience improvements and innovations across channels, while effectively managing initiatives, providing clear direction, and driving performance to meet business and client goals
• Analyze direct and indirect customer feedback to identify and address gaps in the customer experience and establish best practices
• Collaborate and influence with other departments and stakeholders to embed customer experience into all facets of the business (i.e. product development, clinical, operations, sales, client engagement, etc.)
• Develop processes and capabilities enabling team to stay abreast of market changes, new technologies, changing customer needs, and customer experience best practices
• Establish and analyze customer experience metrics to identify performance gaps and guide strategic improvements
• Manage department budget, staffing, performance and development, and consistently demonstrate Prime's leadership expectations during interactions with direct reports, cross functional and external stakeholders
• Other duties as assigned

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Minimum Qualifications

• Bachelor's Degree in user experience design, psychology, business, research, marketing, or related area of study, or the equivalent combination of education and/or relevant work experience; HS diploma or GED is required

• 8 years of work experience in customer or user experience design, strategic marketing, or account management across more than one customer interaction channel (e.g. digital, contact center, mail, text, social media, etc.)
• 5 years of leadership/people management experience

Must be eligible to work in the United States without the need for work visa or residency sponsorship

Additional Qualifications

• Ability to use various methods to lead constructive user design discussions and workshops
• Ability to research, understand and clearly convey people's needs, goals, mental models, and behaviors
• Advanced proficiency in Customer Experience practices and tools such as creating and leveraging personas, journey maps, service design blueprints, etc.
• Ability to developing business cases, making presentations to senior management, and influencing leaders
• Strong relationship-building skills and ability to engage in collaborative decision-making
• Knowledge of project management and reporting methods
• Proficient in Microsoft Office software with strong PowerPoint skills

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Preferred Qualifications

• Experience in healthcare, Pharmacy Benefits Management, or other highly regulated industry
• MBA or other related advanced degree

Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their job, and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures

Every employee must be able to perform the essential functions of the job and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions, absent undue hardship. In addition, Prime retains the right to change or assign other duties to this job.

Potential pay for this position ranges from $124,000.00 - $211,000.00 based on experience and skills.

To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page and c