At HCSC, we consider our employees the cornerstone of our business and the foundation to our success. We enable employees to craft their career with curated development plans that set their learning path to a rewarding and fulfilling career.

Come join us and be part of a purpose driven company who is  invested in your future!

Job Summary

This position is responsible for leading strategic digital effort and resources towards superior and innovative work products for specific HCSC customer experiences. Working in tandem with the broader CX functions and stakeholders to provide leadership and guidance to achieve impactful and customer-centric value stories. Engaging teams (CX and the larger ecosystem) to create omnichannel experience ideas that deliver strategic and/or operational impacts. Collaborating with HCSC stakeholders to ensure alignment (including customer support, sales, marketing, customers and various business partners inside and outside the organization), co-creating customer experience roadmaps, initiative definitions, and business case models; work under the guidance of senior leadership to support the vision for the customer experience orchestration function; leading mid to large projects with minimal oversight and ensuring delivery for major portions of large, complex projects.

Job Responsibilities:
o Provide Leadership and guidance on Customer Experience Enablement for HCSC experience(s) on an ongoing basis and coach experience strategic needs and direction.
o Successfully prioritize work to achieve success with the ability to stretch leaders within the Customer Experience
o Act as an inspirational leader that creates impact and value within the Customer Experience Enablement team and across the Customer Experience Organization
o Support stakeholders’ end-to-end strategy for specific experience(s) on an ongoing basis and inform product roadmaps based on omnichannel Customer Experience deliverables
o Partner with Voice of the Customer (VOC) and CX Strategy on market/customer research, trends, and competitor analysis to fold into business cases around driving revenue, improving market share, and enhancing customer loyalty improv
o Support execution of the CX strategy by advocating with/to internal & external stakeholders, ensuring an understanding of the market as it relates to the customer experience(s); responsible for support in the creation of appropriate external and internal client-facing materials
o Deliver vision and supporting narrative (incl. value proposition, positioning, differentiation messaging, etc.) for specific customer experience(s) by rationalizing and advocating for the approach needed to achieve the “goal”
o Operate as the main point of contact for customer experience related inquiry and create materials used in communications with stakeholders across HCSC
o Understand the customer journey and make recommendations based on customer analytics and journey analytics in partnership with CX Research and VOC practices
o Collaborate with product leads on prioritization and strategy-informed product candidate intake and activation
o Collaborate with the VOC lead for data and analytics capabilities used to track key outcomes across the experience
o Responsible for leading mid to large initiatives with minimal oversight

Qualifications

• Bachelors and 5 years of related work in the fundamental theories, principles, and practices of strategy insight, planning, and execution or 9 years of related work experience in the fundamental theories, principles, and practices of strategy insight, planning, and execution

• 1 year experience in management and/or leadership

• Experience in or knowledge of Strategic Planning, Economic and Market Analysis, Digital and customer Analytics, Vendor Management, Product and Portfolio Management, Human Centered Design

• Experience in managing resources in a complex organization landscape

• Negotiation, management, and strategic problem-solving skills

• Ability to articulate with clear messaging at the executive leadership level

• Clear and concise verbal and written communication skills

• Experience managing multiple, medium to large cross functional teams or projects

• Business and financial acumen

• Analytical, problem solving and conceptual skills

NOTE: this role is hybrid/flex and requires in-office attendance 3 days per week, working from home 2 days.  Relocation will not be extended, sponsorship is not available

We encourage people of all backgrounds and experiences to apply.

Even if you don’t think you are a perfect fit, apply anyway - you might have qualifications we haven’t even thought of yet.

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