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Healthfirst Sr Mgr Customer Experience Design in New York, New York


This role will report to the Director of Customer Experience and be instrumental in defining and building a world-class customer experience center of excellence. As part of the Customer Experience team, you will have the opportunity to shape and influence the experience direction of Healthfirst by creating and executing initiatives that will build momentum and accelerate a cultural change across the organization. You must thrive in a collaborative cross-functional team environment while helping to build out processes, frameworks and best practices. You will be responsible for leading customer-centric initiatives and driving omni-channel tactics to deliver on our Customer Experience Vision. This role focuses on defining the customer journey and driving execution across Healthfirst.

Customer Experience Design

  • Work with various teams (such as: Product owners, Customer Engagement, Digital, Population Health, Clinical) envision and build future state journeys rooted in customer needs

  • Lead ideation sessions based in Design Thinking

  • Lead journey mapping of current state processes across functional groups

  • Establish a methodology and standards around documenting customer journeys and their relevant pain points and areas of opportunity/improvement

  • Work with the research team to create new and refresh existing personas from research, customer and segmentation data; socialize and evangelize use of personas

  • Identifying areas of differentiation in the experience and partner with cross functional teams to develop plans, make improvements to the experience and monitor impacts.

  • Develop a monitoring and governance to measure success of experience initiatives

Foster collaboration, transparency and innovation

  • Partner with customer research team points to integrate insights and customer personas into experience initiative and journey maps.

  • Facilitate open communication and transparency between various departments, influence and champion CX efforts, nurture partnerships across the organization

  • Lead process improvement / design-thinking workshops to address systemic challenges and increase leadership buy-in

  • Support digital strategy improvement through influence.

Change Management

  • Establish yourself as a change agent for customer experience activities, delivering best practices, tools, and education across the organization.

  • Work in close collaboration with other internal teams to identify and prioritize customer experience projects and articulate the value of each initiative.

  • Support development and own maintenance of our CX playbook CX roadmap.

Project/Program Leadership

  • Support how Customer Experience is governed across the organization and ensure adherence to a standard approach to oversight of actions affecting the customer experience.

  • Drive understand how each improvement initiative affects all touch points and communicate and align across appropriate stakeholders.

Minimum Qualifications:

  • Bachelor's degree from an accredited institution

  • Prior experience in leading Customer Experience Design efforts

  • Strong skills in customer journey maps, experience mapping, persona development, writing user stories

  • Proven experience partnering with customer insights team to define research (market/industry, analytics, competitive, evaluative)

  • Experience facilitating ideation, design thinking workshops

  • Strong understanding of Consumer Experience methodologies and trends Able to define the experience across channels and touchpoints.

  • Demonstrated ability to partner with User Experience teams to influence the customer experience.

  • Expertise in the Customer Experience (CX) discipline with demonstrated ability to understand and evaluate customer touch points to optimize and design future state experiences.

  • Experience leading and influencing cross functional initiatives which are considered transformational.

  • General awareness of tools such as Tableau, Salesforce, Usertesting. and their value in executing the customer experience

  • Working knowledge of Journey Mapping tools (such as: TouchPoint Dashboard)

  • Excellent thought leadership and analytical expertise with the ability to communicate across different levels in the organization.

  • Able to translate strategic concepts into supporting initiatives efficiently driving results linked to financial and qualitative goals.

Preferred Qualifications:

  • Strong project leadership, results orientated and able to create clarity around an aligned vision.

  • Experience working in an Agile environment is a plus.

  • Proven track record of driving Customer Experience initiative in a matrix environment managing customer journey projects.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status 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 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.

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