Lead Marketing and Customer Experience Specialist

Job Summary

The Customer Experience (CX) function strategically targets areas of opportunity to create innovative, digital solutions which lead to an improved experience and higher engagement by our customers. Central to this mission is the role of the Lead CX Specialist, who is responsible for managing the lifecycle of digital tools, services and frictionless online-to-offline integration. They lead agile, cross-functional work teams that span across Priority Health's market segments and are accountable for adding immediate value in the areas of: Business insights and competitive analysis, customer journey mapping, user-centered design, maintaining a healthy backlog of planned work, presenting measurable results to leadership, and leading transitions from test to launch-ready, digital experiences for our members.

Essential Functions

• Responsible to set the vision, strategy and measurable goals for each product/service that supports the overarching digital transformation strategy.
• Maps the member journey to uncover top pain points to prioritize and solve, and create an execution plan that solves the top pain points. Work through barriers that arise and modifies action plans when necessary to maintain time-to-value.
• Lead a team that has diverse skills and backgrounds spanning technical and business-orientated functions
• Translate consumer research and usability testing into an action plan using an iterative test-and-learn process
• Identify technology needs, translate into business requirements and oversee implementation. Identify and guide optimal integration with other digital tools/services.
• Liaise and support market segment teams at all levels to enlist support and buy-in on prioritized workstreams. Manage change and expectations among key stakeholders
• Collaborate with the project manager to deliver on-time, within budget and adds value to the member experience
• Lead transitions from a test environment to a launch-ready member experience that is fully operationalized

Qualifications

Required

• Bachelor's Degree or equivalent in healthcare administration, social sciences, business administration or related field
• 10 years of relevant experience Managing the end-to-end lifecycle of digital-first experiences – designed to engage and empower end users

Preferred

• Master's Degree in healthcare administration, social sciences, business administration or related field

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

• Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here.

• On-demand pay program powered by Payactiv

• Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!

• Optional identity theft protection, home and auto insurance, pet insurance

• Traditional and Roth retirement options with service contribution and match savings

• Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Priority Health - 1231 E Beltline Ave NE - Grand Rapids

Department Name

Customer Experience and Insights - PH Managed Benefits

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

Hours of Work

8:00 a.m. to 5:00 p.m.

Days Worked

Monday to Friday

Weekend Frequency

N/A

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Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to pa