Customer Experience Senior Specialist - Healthfirst
New York, NY
About the Job
Healthfirst is looking for a Customer Experience Senior Specialist who will be an integral part of the cus-tomer experience team. The candidate is a business-oriented analytical thinker (and doer!), who will be responsible for operationalizing personalized customer experience journeys and materials through cross-functional collaboration with marketing and key business stakeholders to drive engagement, loyalty, and improved health outcomes. We invite applicants with the energy, curiosity, and empathy to step into our customers’ shoes to help them achieve their health goals by leveraging Healthfirst’s differentiated business model and commitment to health equity.
This position will play a critical role in changing how the organization has traditionally thought about Cus-tomer Experience. He/She/They/Them will be responsible for managing campaign execution to ensure items are executing and performing as planned. The team member must be skilled in building relation-ships in a cross-functional manner to change what we’ve always done to do it better and provide a memo-rable customer experience.
Job Duties & Responsibilities
+ Daily monitoring of journey tactics and campaigns to ensure launches were successful
+ Address problems and troubleshoot journeys/campaigns
+ Oversee or manage asset development/ projects from entry to completion
+ Assist with the management of Journey Documentation and Assets Library
+ Manage Measurement tools such as CMT: Create/update CMT tactics and review MarchEx calls
+ Maintain HF Project Details Docs & Workplans
+ Create/maintain campaign calendars; ensuring key stakeholders have visibility into campaign launches and timing
+ ensure target deliverables are on track; escalate as needed
+ spot check data files as needed- escalate issues
+ Maintain knowledge of current CX engagement tools and trends
Required Educational and Work Experience:
+ Bachelor's degree in business, marketing, communications, economics, information systems, analytics or related field of study.
+ 2-5 years of experience in a strategic marketing, business strategy or research environment.
+ Self-starter with strong results-oriented project leadership and meticulous attention to detail.
+ Exceptional verbal and written communicational skills.
+ Excellent team player and creative problem solver to meet business objectives .
+ Comfortable with navigating ambiguity .
+ Experience in multi-tasking between initiatives, while being able to prioritize responsibilities depending on strategic importance of the dept and the enterprise.
+ Strong analytical skills.
+ Strong work ethic, detail-oriented, effective at time management and prioritization and putting out quality work in a timely manner, not quantity of work.
Preferred Experience:
+ Experience working in large enterprise environments.
+ Experience in the health insurance, health care or a highly regulated industry
+ Ability to explain complex information in clear and straightforward manner that all stakeholders can understand.
+ Understanding of the different product audiences (i.e., Medicare, Medicaid, Essential Plan, Child Health Plan, etc.)
+ Experience working in a matrixed environment where diplomacy and collaboration are key to success.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.
EEO Law Poster and Supplement (http://www.dol.gov/agencies/ofccp/posters)
All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst. Healthfirst will never ask you for money during the recruitment or onboarding process.
Hiring Range*:
+ Greater New York City Area (NY, NJ, CT residents): $67,200 - $97,155
+ All Other Locations (within approved locations): $59,800 - $88,910
As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.
In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.
*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.
This position will play a critical role in changing how the organization has traditionally thought about Cus-tomer Experience. He/She/They/Them will be responsible for managing campaign execution to ensure items are executing and performing as planned. The team member must be skilled in building relation-ships in a cross-functional manner to change what we’ve always done to do it better and provide a memo-rable customer experience.
Job Duties & Responsibilities
+ Daily monitoring of journey tactics and campaigns to ensure launches were successful
+ Address problems and troubleshoot journeys/campaigns
+ Oversee or manage asset development/ projects from entry to completion
+ Assist with the management of Journey Documentation and Assets Library
+ Manage Measurement tools such as CMT: Create/update CMT tactics and review MarchEx calls
+ Maintain HF Project Details Docs & Workplans
+ Create/maintain campaign calendars; ensuring key stakeholders have visibility into campaign launches and timing
+ ensure target deliverables are on track; escalate as needed
+ spot check data files as needed- escalate issues
+ Maintain knowledge of current CX engagement tools and trends
Required Educational and Work Experience:
+ Bachelor's degree in business, marketing, communications, economics, information systems, analytics or related field of study.
+ 2-5 years of experience in a strategic marketing, business strategy or research environment.
+ Self-starter with strong results-oriented project leadership and meticulous attention to detail.
+ Exceptional verbal and written communicational skills.
+ Excellent team player and creative problem solver to meet business objectives .
+ Comfortable with navigating ambiguity .
+ Experience in multi-tasking between initiatives, while being able to prioritize responsibilities depending on strategic importance of the dept and the enterprise.
+ Strong analytical skills.
+ Strong work ethic, detail-oriented, effective at time management and prioritization and putting out quality work in a timely manner, not quantity of work.
Preferred Experience:
+ Experience working in large enterprise environments.
+ Experience in the health insurance, health care or a highly regulated industry
+ Ability to explain complex information in clear and straightforward manner that all stakeholders can understand.
+ Understanding of the different product audiences (i.e., Medicare, Medicaid, Essential Plan, Child Health Plan, etc.)
+ Experience working in a matrixed environment where diplomacy and collaboration are key to success.
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within Healthfirst Management Services will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with Healthfirst Management Services.
EEO Law Poster and Supplement (http://www.dol.gov/agencies/ofccp/posters)
All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst. Healthfirst will never ask you for money during the recruitment or onboarding process.
Hiring Range*:
+ Greater New York City Area (NY, NJ, CT residents): $67,200 - $97,155
+ All Other Locations (within approved locations): $59,800 - $88,910
As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.
In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.
*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.
Source : Healthfirst