Customer Experience Manager
Company: Strategic Staffing Solutions
Location: Detroit
Posted on: May 28, 2023
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Job Description:
STRATEGIC STAFFING SOLUTIONS (S3) HAS AN OPENING!Strategic
Staffing Solutions is currently looking for a Customer Experience
Manager for a contract opportunity with one of our largest clients
located in Detroit, MI! Title: Customer Experience Manager
Location: Detroit, MI (Hybrid onsite/remote) Duration: Potential
Contract-to-Hire Role Type: W2 Contract Engagement Engagement
DescriptionChampion the voice of the customer across Senior Health
Services while being responsible for ensuring an exceptional
customer experience for our Medicare Advantage members. Will be a
key contributor to the development of Senior Health Services
customer experience strategy and serve as business lead on key
strategic initiatives, leading to an experience consistent with
enterprise vision. Will leverage data and analytics, CX expertise
and work with cross-functional partnerships to deliver targeted
initiatives to measurably improve customer experience, measured by
key government and enterprise metrics. Top 3 Required
Skills/Experience
* Experience leading or contributing to initiatives designed to
deliver experience improvements in support of the customer
experience strategy* Ability to respond to key metrics, define
strategic goals and leading indicators, and identify areas to
positively impact overall experience.* Actively engage with
cross-functional stakeholders with shared accountability to deliver
the customer experience, including but not limited to customer
servicing, operations, member communications, and digital internal
stakeholders.
Required Skills/Experience
* Continually monitor metrics to identify areas of abrasion for
customers* Research areas negatively impacting experience to
identify root causes, downstream impact, trends, and risk
mitigation.* Analyze "voice of the customer (VOC) and behavioral
information to understand why consumers are satisfied/dissatisfied,
along with the attitudes, motivations, etc. to develop deep
insights into customer needs and behaviors.* Represent SHS customer
experience within key initiatives that span all areas of the
business.* Engaged within the communications process to ensure
messaging strategies are consistent and align to customer
experience principles.* Methodical, organized, systematic and
outcome-focused in defining, socializing and reaching deadlines and
results.* Experience with Digital Experience, IT or data strategy
initiatives and the ability to focus on delivering member
experience in digitally-enabled ways.
Education/Certifications
* Bachelor's degree in a related field, Marketing, Communications
or Customer Experience preferred.* Seven years experience in a
customer-centric environment. Health care experience, Medicare
experience, or experience improving CAHPS results preferred.
The S3 DifferenceThe global mission of S3 is to build trusting
relationships and deliver solutions that positively impact our
customers, our consultants, and our communities. The four pillars
of our company are to:
* Set the bar high for what a company should do* Create jobs* Offer
people an opportunity to succeed and change their station in life*
Improve the communities where we live and work through volunteering
and charitable giving
As an S3 employee, you're eligible for a full benefits package that
may include:
* Medical Insurance* Dental Insurance* Vision Insurance* 401(k)
Plan* Vacation Package* Life & Disability Insurance Plans* Flexible
Spending Accounts* Tuition
ReimbursementPDN-990b15c4-d0f1-4b87-b7dc-092523b04775
Keywords: Strategic Staffing Solutions, Detroit , Customer Experience Manager, Executive , Detroit, Michigan
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here to apply!
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