Senior Customer Experience Specification Manager

About the Department  

Our Marketing & Patient Solutions group creates and delivers human-centered experiences, where innovation meets customer-centricity, driving the ultimate experience for our patients. Our focus extends beyond transactions to craft experiences as one fully integrated, aligned and connected organization that puts empathy at the center, powered by insight and foresight.
 
We develop an end-to-end approach to strategy, focusing on every touchpoint that impacts our customers. We leverage data and insights to inform our decision-making processes, ensuring that our strategies are rooted in a deep understanding of customer needs and behaviors. Our 'test and learn’ mindset and approach enables us to iterate rapidly and refine our strategies based on real-world results.

We are building an intentional team culture that is made up of diverse skillsets, united by the shared belief that reinvention and learning is what fuels continuous growth. Do you get excited about exploring the unknown? Does the idea of driving value through human-centered design pull you in? Are you ready to experiment with us?

The Position

The purpose of the CX Specification Manager role is to deliver exceptional customer experiences by developing detailed customer experience playbooks, establishing metadata standards, advising on personalization strategies, and ensuring effective stakeholder engagement. This role integrates functional designs to create seamless customer interactions, enhancing satisfaction and loyalty. By maintaining clear metadata standards, the CX Specification Manager facilitates accurate campaign tracking, performance analysis, and data-driven decision-making. Partnering with brand marketing, Omnichannel Orchestration, Experience Intelligence, and Experience Architects, this role defines business requirements, manages project plans, and ensures alignment across stakeholders using workflow management tools. Additionally, the CX Specification Manager coordinates with QA leads for thorough campaign testing, manages content proofing processes, and ensures accurate measurement and analytics, driving strategic alignment and operational excellence.

Relationships

The CX Specification Manager role will report directly into the CX Specification Team Lead, within the broader Experience Operations function. This role will interface with all other teams across Customer Experience & Marketing Enablement, including Omnichannel Engagement, NextGen, Marketing Operations, Experience Intelligence, and Strategic Support & Execution. Outside of Customer Experience & Marketing Enablement, the Lead will interface with C IT, Media Marketing, as well as external, operational vendors, and Agencies.

Essential Functions

• Customer Experience Playbook: Create and maintain robust customer experience playbooks, integrating functional designs such as Visio flows, to illustrate seamless customer touchpoints and interactions throughout their journey with the brand. This playbook serves as a foundational guide, ensuring consistent experiences that reflect engagements to drive the brand's desired customer experiences, ultimately driving customer satisfaction and loyalty. These translate high-level brand experience strategy into detailed specifications. This includes inputs and outputs, segmentation requirements, message mapping/cadence requirements, rules for the population of dynamic modular content, and data/vendor integration requirements
• Micro-experience Documentation: Create and maintain functional documentation of micro-experiences, delineating the specific features, user pathways, and technical specifications that characterize each interaction. Outline the intended functionality and desired user interactions to serve as clear requirements for Experience Architects to efficiently implement micro-experiences within broader customer journeys
• Metadata Definitions: Responsible for defining and maintaining metadata standards at both campaign and program levels, ensuring consistency, accuracy, and relevance across all marketing initiatives. By establishing clear metadata definitions, this role facilitates effective campaign tracking, performance analysis, and data-driven decision-making, ultimately driving strategic alignment and optimizing marketing effectiveness
• Personalization Capabilities: Advises on personalization capabilities and best practices to drive enhanced experiences through segmentation, message mapping, engagement cadence, and content mapping